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Refunds, Shipping & Returns

Last updated: 2026-07-11

SoClose is a marketplace between individual sellers and buyers. This page describes what you should expect and how disputes are handled.

Shipping

Sellers commit to a ship-by SLA (typically 1–5 business days from order confirmation). The platform surfaces reminders and escalations when a shipment is due-soon or late; see your dashboard for the specific date on any open order.

Refunds & disputes

Refunds are handled through the order dispute flow. If an order does not arrive, arrives materially different from the listing, or is damaged in a way not disclosed at purchase, open a dispute from the order page. Resolution paths include partial refund, full refund, or return-and-refund at the platform's discretion.

During private beta, disputes are handled manually while we harden the automation. Contact support as early as possible if there is a problem with an order.

When to file a dispute

  • Item not received within the expected window.
  • Item materially differs from the listing description.
  • Item arrived damaged in a way not disclosed at purchase.
  • Evidence of fraud, impersonation, or off-platform payment pressure.

What to include

  • Order and listing link, plus the account email on file.
  • Timeline of events.
  • Screenshots of relevant messages and shipping details.

Review process

  1. Initial review and evidence collection.
  2. Seller / buyer response window.
  3. Resolution decision (refund, partial refund, or deny) based on evidence.

SoClose may limit or remove accounts involved in repeated abuse, fraud, or policy violations.

Returns

Because of the nature of many items sold here, returns are the exception rather than the default. Items sold as-worn are generally non-returnable once received unless explicitly allowed by the seller or ordered as part of dispute resolution.

Chargebacks

Please open a dispute before initiating a chargeback with your payment provider. Chargeback abuse — opening a dispute after receiving goods without attempting platform resolution — may result in account termination.

Contact

General questions: support@getsoclose.com
Disputes: disputes@getsoclose.com