FAQs

Our processing time is 7–14 working days, unless stated otherwise.

This includes order verification, packing, and handover to our courier partners.

Once shipped, delivery typically takes 7–14 working days, depending on the courier and destination.

We work with DHL eCommerce and Aramex.

Your assigned courier will be stated in your shipping confirmation email.

You will receive a shipping confirmation email with your tracking number once your parcel is dispatched.

Tracking updates may take up to 48 hours to appear.

Tracking may be delayed due to courier processing.

If there is no update after 5 working days, please contact us at aftercare@saoi-shop.com

If tracking shows no movement for an extended period, contact us and we will help file a claim with the courier.

We’ll work with you to resolve the issue as quickly as possible.

Yes, we offer shipping to select countries, which include Malaysia, Singapore, Brunei, the United Kingdom, and the United States. If you are located in other countries, please contact us at hello@saoi-shop.com, and we will assist you with the shipping costs. Shipping fees will be calculated during the checkout process.

Customs duties and taxes may apply, depending on your country’s regulations.

International orders may incur customs fees, import duties, or taxes.

These charges are determined by your local customs office and are borne by the recipient.

Unfortunately, no changes can be made once an order is placed, including switching from shipping to in-store pickup.

Please check with household members, neighbours, or building management.

Once a parcel is marked Delivered, it is no longer under Saoi’s responsibility.

For missing parcels, kindly contact the courier for assistance.

If a package is returned to us due to an incorrect or undeliverable address, unclaimed delivery, or multiple failed attempts, it will automatically be sent back to our warehouse.

Once received, our team will contact you to arrange reshipment (additional shipping fees apply) or store credit for the product value.

Please note: We’re unable to resend items internationally if a package has been marked as Returned to Sender—in this case, only store credit will be issued.

At the moment, we do not offer express shipping. All orders follow our standard processing and delivery timeline of 7–14 working days, depending on courier capacity. We hope to expand shipping options in the future.

No, we do not offer same-day delivery. All orders go through a quality check and packing process, and are handed over to our couriers according to our standard timeline.

Changes and cancellations can only be made within 24 hours of purchase.

To request a change, email us at hello@saoi-shop.com with your order number.

After 24 hours, all orders are automatically processed and cannot be changed

Please email us within 24 hours. We’ll try our best to assist, but changes are not guaranteed once the order is processed.

Unfortunately, we cannot merge orders once they’ve been placed.

Sometimes items may ship separately depending on availability.

If this happens, you will receive multiple tracking numbers.

When an item is out of stock, it will either be marked as Sold Out or available as a Pre-Order (depending on the product).

If an item is sold out, we may restock selected designs based on production availability. You can stay updated via Instagram or our newsletter for restock announcements.

Changes to an order can only be made within 24 hours of placing it. After this window, orders enter processing and we’re unable to add, remove, or modify items. If you need help, please email us at hello@saoi-shop.com as soon as possible and we’ll do our best to assist.

We do not offer refunds.

Only store credit will be issued when eligible.

Exchanges are allowed when:

• The item is full-priced
  
• You received the wrong item, color, or size
  
• Exchange is for the same product and design
  
• Your request is made within 14 days
  
• The Warranty Card is provided
  
• The item is unused, unwashed, unaltered, and in original packaging
  

Each order is eligible for one-time exchange only.

Valid within 14 days of receiving your order.

Shoes must be:

• In original packaging
  
• Unworn (no marks on the sole or inner footbed)
  
• Returned with the Warranty Card
  

Shipping is free only if the wrong size or a defective pair was sent.

Email aftercare@saoi-shop.com with:

• Your order number
  
• Item(s) you want to exchange
  
• Reason for exchange
  

Our team will guide you through the next steps.

Customers are responsible for the shipping cost, unless:

• You received the wrong size
  
• The item was defective

If the item shows signs of wear or does not meet our return criteria, it will be shipped back to you at your cost.

No. Sale, discount, and warehouse sale items are final sale and not eligible for exchanges or returns.

Once we receive your returned item, our team will conduct a quality check, which may take 2–5 working days.

If the item is approved for exchange, we will process and ship out the replacement within 7–14 working days.

You will receive an email update once your exchange is on the way.

You may return it via J&T, DHL, Aramex or drop it off at our retail store in person.

We do not accept drop-offs via Grab, Lalamove, or other couriers without the customer physically present.

Some products are crafted from genuine leather, while others are made with faux leather.

The material breakdown is listed in each product description.

Our products are produced both locally and internationally, depending on the item

We try our best to represent colors accurately.
However, colors may vary slightly due to:

• Studio lighting
  
• Device screen settings

Each product page includes a Size Guide and fit notes curated by our team.

For shoes, we provide recommendations such as sizing up/down if the cut runs narrow or roomy.

If you need personalised assistance, feel free to contact our Customer Care team — we’re happy to help you find the right fit.

Each product comes with its own care instructions on its page, but as a general guide:

Shoes
–Store in a cool, dry place.
– Avoid prolonged exposure to moisture.
– Wipe clean with a damp cloth; avoid submerging.
– For suede or mixed materials, use a soft brush for upkeep.

Bags
– Avoid direct sunlight for long periods to prevent colour fading.
– Clean with a slightly damp cloth; do not machine wash.
– Keep the shape by storing with tissue stuffing when not in use.

Apparel
– Wash delicate knits and ribbed fabrics by hand or on a gentle cycle.
– Avoid tumble-drying to prolong the garment’s shape.
– Always refer to the garment’s individual care label.

We accept:

• Credit/debit cards
  
• Online banking
  
• PayLater (where applicable)
  

E-wallets (if available on checkout)

Please email us at hello@saoi-shop.com with your order number and payment screenshot.

We’ll investigate it right away.

Try:

• Resetting your password
  
• Checking for typos or caps lock
  
• Logging in using the email used to register
  

If the issue persists, email us for assistance.

Try:

• Refreshing your browser
  
• Clearing cookies
  
• Using Chrome/Safari
  

If the issue continues, email us with screenshots.