FAQ

We get a lot of questions every day, so here are the ones we hear most often. 

Do you sell to professional sellers?

Yes, we do. Please use our contact form to find out more.

My order has been divided into two boxes, but I have only received one so far. Why?

Two packages sent on the same day can sometimes get separated while the postal carrier is handling them, which can delay the second package by a few days. There’s nothing to worry about. The second package usually arrives soon after the first one.

How long does it take for my order to be shipped?

Apart from rare circumstances, we ship orders within 48 hours, and most are ready in less than 24 hours.

My package hasn’t arrived yet. What’s going on?

We prepare every order as quickly as we can. Once the parcel is on its way, though, delivery time depends entirely on the postal service and customs in your country, and we’re not able to step in during transportation and delivery after the package has left Soposopo.

If you chose Expedited shipping, your order should reach you within 10 business days. You can track your package anytime with the tracking number and URL we provide in an automated email. If your package is held up for some reason, the details will show on the tracking website.

If you chose Economy Air shipping, the package can’t be tracked once it has been sent. Postal services usually deliver packages within 2-4 weeks, but delays are not unusual because of customs checks or issues at your local post office, including holidays.

If your package hasn’t arrived after 4 weeks, please first check your Soposopo account and make sure you registered a valid postal address. If there is a mistake, we recommend contacting your nearest post office for more information, as we are unable to change your address after your package has been shipped. If your address is correct, please check that your package isn’t waiting for you at the post office. It’s easy to miss a delivery attempt notice if you weren’t available at the time. Please let your post office know that your package comes from Finland and that it does not have a tracking number.

If your package hasn’t arrived after 5 weeks, it might have been returned to Finland. This can happen when the mail carrier has difficulty reaching you, or if the package wasn’t picked up from the post office in time. (Post offices usually keep a package for 2 - 3 weeks before they return it to the sender.) In that case, your parcel might need 1 - 3 months from the shipping date to get back to our office in Finland. We will contact you at that time to talk about resending your package. Please note that you might have to pay the shipping fee again, depending on the reason for the return.