Frequently asked questions

We ship worldwide. No matter where you are, we will make sure your order reaches you.

Shipping is free above a certain order value, depending on your location:

• Netherlands, Belgium, rest of Europe and the UK: free shipping on orders over €125
• United States and rest of the world: free shipping on orders over $150
• Australia: free shipping on orders over $200 AUD

Standard shipping costs apply to orders below these amounts.

Orders are processed within 1-3 business days and delivered within 3-6 business days after shipment. During peak seasons and sale periods, delivery can take a little longer.

As soon as your order is on its way, you will receive an email with your tracking number and a tracking link, so you can follow your parcel.

It can take a few days before a parcel is scanned at the next stage of its journey, especially for international shipments. Until then, the tracking may not show an estimated delivery date yet. If your tracking hasn't changed for several days, email us at hello@soosatelier.com with your order number and we will check it with the carrier for you.

Yes, that can happen. Larger orders are sometimes sent in separate shipments, each with its own tracking number. If one parcel has arrived, the other is usually still on its way.

Please collect your parcel as soon as you can. Pickup points only keep parcels for a limited time, after which they are returned to us. You can find the pickup location in your tracking information.

Parcel not collected? If your parcel is returned to us because it wasn't collected, additional shipping costs apply to send it to you again. If you'd prefer a refund instead, the original shipping costs are not refunded.

No. There are no additional customs fees, import taxes, or duties. The price you pay at checkout is the price you pay, wherever you are in the world.

Yes, as long as your order has not been shipped yet. Email us at hello@soosatelier.com as soon as possible with your order number and the change you would like to make. Once an order has left our warehouse, we can no longer change or cancel it, but you can always return it.

Contact us right away at hello@soosatelier.com with your order number and the correct address. We will update it before your order ships whenever possible. Please always write your address in Latin characters (A-Z, 0-9). We cannot be held responsible for delays or failed deliveries caused by incorrect or incomplete address details.

You can return your items within 30 days of receiving them for a full product refund. This includes sale items. Items must be unused, in their original condition, and returned in their original packaging.

Start your return through our return portal at return.soosatelier.com. Keep your order number and email address at hand and follow the steps. Please pack your items securely, as we cannot refund items that arrive damaged because of insufficient packaging.

Return shipping costs are at your own expense. If you received a damaged or faulty item, please contact us first. We will make it right for you.

Once your return has arrived and been checked, we process your refund to your original payment method within 1-3 business days. Depending on your bank or payment provider, it can take a few more days to show in your account.

Original shipping costs are only refunded if your item arrived damaged or faulty. They are not refunded for parcels that were returned to us because they weren't collected from the pickup point.

We're really sorry about that. Please don't return the item yet, but email us at hello@soosatelier.com with your order number and:

• clear photos of the damaged item
• the number of items that are affected
• a photo of the packaging, including the shipping label

We will then send you a replacement or a refund, whichever you prefer.

First check whether your order was sent in more than one parcel: your shipping emails will show this. If an item is still missing, or you received something you didn't order, email us at hello@soosatelier.com with your order number and a photo of what you received. We will sort it out for you.

Please check with your neighbours, your mailbox, and any nearby pickup point first, as parcels are sometimes left there. Still nothing? Email us at hello@soosatelier.com with your order number and we will look into it with the carrier.

Our stainless steel pieces are made from 304 food-grade stainless steel, also known as 18/8. It is highly resistant to rust and corrosion, easy to clean, and made to last for years.

Yes, our stainless steel pieces are dishwasher safe. To keep the finish looking its best, we recommend a warm or low-temperature programme. For other materials, please check the care instructions of the specific item. When in doubt, hand washing is always a safe choice.

No. Stainless steel should never be used in the microwave.

You will find all our care tips in our care guide.

Yes. We use high-quality glass made for everyday use. Every order is carefully packed with protective materials, so your pieces arrive in perfect condition.

Many of our pieces are restocked. Sign up for our newsletter or follow us on Instagram to be the first to know when your favourite is back.

All available payment methods for your country are shown at checkout.

Check that the code is typed correctly and that your order meets the conditions of the offer. Discount codes can't always be combined with other promotions. Still not working? Email us at hello@soosatelier.com with the code and we will help you out.

Of course. Email us at hello@soosatelier.com with your order number. Need a business invoice? Please include your company name, address and VAT number.

Yes. For wholesale enquiries, please email wholesale@soosatelier.com.

We'd love to hear from you. Please email pr@soosatelier.com.

Email us at hello@soosatelier.com. Please include your order number if your question is about an order. We are happy to help with anything about your order, shipping, returns, or our products.