FAQ

Frequently Asked Questions

Welcome to the souyt FAQ. Find answers to common questions about our home décor products, ordering, shipping, returns, and refunds.

Need further assistance? Email service@souyt.com or call +86 18671253333.

1. What is souyt?

souyt is an online home décor store operated by Wuhan Mangguo Jinfu Digital Technology Co., Ltd.

We offer decorative accents, figurines, decorative lighting, wall décor, and other pieces that bring warmth and personality to your home.

2. How do I choose the right product for my space?

Please check the dimensions, materials, colors, and other specifications on the product page before ordering. Measure your intended display area to ensure a suitable fit.

Product photographs may include styling accessories that are not included with your purchase. Refer to the product description for package contents.

3. Will the product look exactly like the photographs?

We aim to show our products accurately. However, colors may appear slightly different depending on lighting and your screen settings.

For products described as handmade or made with natural materials, individual variations in texture, finish, or pattern may occur. If you are unsure about a detail, please contact us before purchasing.

4. Are your products suitable for outdoor use?

Please use a product outdoors only if its description specifically states that it is suitable for outdoor use. Check the product page for any weather-resistance ratings or placement instructions.

For decorative lighting, review the power source, voltage, plug type, and included accessories before ordering.

5. How should I care for my décor?

Follow the care instructions supplied with the product or listed on its product page. Care requirements vary by material and finish.

If instructions are unclear, contact us before using cleaning products or exposing the item to water, heat, or direct sunlight.

6. How can I place an order?

Choose your product and any available options, add it to your cart, and proceed to checkout.

Enter your contact and delivery details carefully, then review your order before completing payment. An order confirmation should be sent to the email address provided at checkout.

7. Which payment methods can I use?

The available payment methods are displayed at checkout. Please select one of the options offered for your order.

If you experience a payment issue, contact us for assistance. Do not send your full card number, security code, or account password by email.

8. How long does order processing take?

Orders are generally processed within 1–5 business days after payment is confirmed. Business days exclude weekends and applicable public holidays.

Processing time is separate from shipping time.

9. How long does shipping take?

Unless a different estimate is shown on the product page or at checkout, estimated delivery is 7–20 business days after shipment.

Delivery estimates are not guaranteed dates. Transit times may vary due to the destination, carrier, customs processing, weather, or holidays.

10. How much does shipping cost?

Shipping charges are displayed at checkout before you complete your purchase. Charges may vary depending on the destination, package size or weight, shipping method, and applicable promotions.

Please review the final shipping cost at checkout.

11. How can I track my order?

When tracking information is available, we will provide it in your shipping confirmation email.

Tracking may take approximately 24–72 hours to become active in the carrier’s system. If you need help, email service@souyt.com with your order number.

12. Why did I receive only part of my order?

Items may occasionally ship separately due to different fulfillment locations, availability, or packaging requirements.

Separate packages may arrive on different dates. Where available, tracking information will be provided for each shipment.

13. Can I change my address or cancel my order?

We will attempt to accommodate your request before the order enters processing or shipment. Once fulfillment has begun, changes or cancellation may no longer be possible.

If cancellation is unavailable, an eligible return may be requested after delivery under our Return Policy.

14. What is your return policy?

You may request a return within 30 days after delivery.

Products should be returned in the condition received, with their original packaging, accessories, instructions, and other included components where applicable. Reasonable inspection does not automatically make an item ineligible for return.

Please review our Return Policy and contact us for instructions before sending an item back.

15. How do I request a return?

Email service@souyt.com with:

Your order number
Your name and the email address used at checkout
The item you wish to return
Your reason for returning it
Photographs of the item and packaging, where relevant to damage, defects, or an incorrect item

We will review your request and provide return instructions. Please pack fragile décor securely to help prevent damage during return transit.

16. Who pays for return shipping?

For eligible change-of-mind returns, customers are generally responsible for return shipping costs, unless otherwise required by applicable law.

If an item is confirmed to be damaged, defective, or incorrect, we cover reasonable return shipping costs when a return is required.

17. What if my item arrives damaged, defective, or incorrect?

Contact service@souyt.com as soon as reasonably possible. Include your order number, a description of the issue, and clear photographs of the item and packaging where possible.

For broken or damaged décor, handle the item carefully and avoid using it. Keep the packaging while we review your request.

We will help arrange an appropriate solution, such as a replacement, refund, or return.

18. How long does a refund take?

Once a refund is approved, we aim to process it within 5–10 business days, generally to your original payment method.

Your bank or payment provider may need additional time to post the funds to your account.

19. Can I exchange an item?

Direct exchanges may not be available for every product. Contact us to discuss the available options.

For an eligible change-of-mind return, you may need to return the original item for a refund and place a new order.

20. What if my package is delayed or lost?

If your shipment is overdue or tracking has not updated for an extended period, email service@souyt.com with your order number and tracking details.

We will investigate with the carrier or fulfillment provider. If the package is confirmed lost before successful delivery, we will arrange an appropriate solution, such as a replacement or refund.

21. What if tracking shows “delivered,” but I cannot find my package?

Check your delivery location, nearby secure areas, delivery notices, and whether someone in your household accepted the package. You can also ask the carrier for delivery details.

If you still cannot locate it, contact us so we can help investigate.

22. Will I need to pay customs duties or import taxes?

International orders may be subject to charges imposed by the destination country.

If these charges are not collected at checkout, they may be assessed separately. Unless otherwise stated at checkout or required by applicable law, customers may be responsible for applicable import duties and taxes.

23. How is my personal information handled?

Please review our Privacy Policy for information about how personal information is collected, used, and shared, including information about service providers, cookies, and your privacy choices.

24. How can I contact souyt?

Email: service@souyt.com
Phone: +86 18671253333
Website: https://souyt.com

For order-related questions, please include your order number and the email address used at checkout.

25. Who operates souyt?

Company Name : Wuhan Mangguo Jinfu Digital Technology Co., Ltd.
Unified Social Credit Code: 91420103MAC2HA4P04

Registered Address:
Room 303-1, 3rd Floor, Building 2, Shangjie, Huazhong Shuguang Software Park, Guanshan 1st Road, East Lake High-tech Development Zone, Wuhan, Hubei, China.

This address is provided for company identification. Please contact customer service for return instructions before sending any items.

For further details, please review our Shipping Policy, Return Policy, Privacy Policy, and Terms & Conditions.