Frequently Asked Questions
How to shop
First time orders
For your security, first-time orders can only be shipped to the cardholder’s billing address or a corporate work address which we are able to verify independently. To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the cardholder’s name is written as it appears on the card. Please also ensure that your contact details are filled in accurately so that we can contact you if necessary.
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We do not offer same day shipping. Orders are processed for shipment within 1-3 business days after an order is placed. Courier transit time is in addition to the order processing time stated above. Orders over $200 will receive free shipping and delivery, and be delivered within 3-6 business days (excluding public / national holidays). For all orders under $200 a flat $10 delivery fee will be charged. Orders placed on weekends and holidays will start processing on the next business day. Upon confirmation of your order customers will receive a notification email along with a tracking number enabling them to track the status of their order.
Orders within New Zealand are shipped via Courier Post track pack and delivered upon signing. Please ensure that you sign for your order. We will not reship orders or be held liable for orders signed by unknown and or other third parties. SOHEI is not responsible for missing, damaged, or packages lost in transit. Customers are responsible for all return shipping charges, as well as shipping charges associated with exchanges. We will not be liable or responsible for returns sent untracked.
For all international orders please email us directly. International customers are responsible for all duties, taxes and fees imposed by customs. We cannot devalue the cost of a purchase. For more information regarding taxes and duties, please contact your local customs office.
If you are unhappy with your purchase, we will gladly assist you with your return and/or exchange. Returns and/or exchanges will only be accepted for unwashed, unworn merchandise with original tags and packaging within 30 days of ship date. All returns or exchanges will be at the discretion of SOHEI. Any item(s) returned that does not meet the aforementioned criteria, will not be eligible for return and/or exchange (i.e., item appears dirty, smell of cigarette smoke or detergent, covered in animal dander or deodorant marks, have visible signs of wear, etc.).
Accessories and special order items are non-returnable.
Once an order has shipped, shipping and handling charges are non-refundable. Returns are processed within 5-10 business days upon receipt of your return. You will receive an email confirmation when your refund has been issued. All returns and exchanges will be at the discretion of SOHEI.
Returns and Exchanges are only accepted for purchases made directly from SOHEI or authorized distributors. We will not accept any claims for returns or exchanges from third parties.
Register an account with us to enjoy the following benefits through your Sohei account:
- Track your orders and manage your order history
- Save your address and credit card details for faster shopping
- Request your return or exchange directly from your account – no need to contact customer care
To create an account, simply select SIGN IN on the navigation bar and then REGISTER NOW to fill in your details.
If you have forgotten your password, change it here or follow the Forgotten Password instructions on the Sign In page. For security reasons we are unable to send your password via email.
How do i make a purchase?
Purchasing from SOHEI is easy:
Review the items in your shopping bag by selecting the ‘SHOPPING BAG’ link at the top of the page. You can add products to your Wish List or use the ‘REMOVE FROM BASKET’ link to delete items from your shopping bag.
Click on ‘PROCEED TO PURCHASE’ to complete your order.
What payment methods does Sohei accept?
We current accept Visa, Mastercard, American Express and Paypal.
Where is my order?
We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, Magnium is not responsible for any delays caused by destination customs clearance processes.
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting ‘My Account’ followed by ‘Order Status’. If you are not registered, sign up now so you can track future orders.