FAQ
Account, Privacy and Security
Do you have to be 18 or older to place an order?
Yes. If you are a minor, the purchase must be made under the supervision of a parent or guardian . In this case, the minor may only use the credentials and payment methods of an adult.
I can't log in, what do I do?
● If you have forgotten your password, you can request a new password from the “Recover Password” page.
You will receive a temporary password to log in and can later set a new password from your user profile.
● If you have just registered your profile, you may not have activated your account yet. In this case, check your email; you should have received an activation email.
Does SoruCards also sell on eBay or other platforms?
Not currently! The only way to purchase from SoruCards is through this site.
We do not have merchandise for sale on eBay, we do not post private ads, and we are not affiliated with any other sites and/or platforms.
Security: Are my personal information and payments protected?
Absolutely! All your personal and payment information is protected by advanced security systems and industry-standard encryption. You can shop on SoruCards with complete confidence.
I didn't receive the account activation email. What should I do?
Make sure the email isn't in your spam or commercial folder. If you don't find it, contact customer support.
Customer Service
How can I contact SoruCards?
Email info@sorucards.com or use Live Chat.
When is Live Chat active?
For any real-time inquiries, SoruCards live chat is available Monday through Friday during the following hours:
🕗 8:00 – 13:00
🕐 2:00 PM – 6:00 PM
Our team will be happy to assist you during these support hours.
Discount Codes
How can I use a discount code?
During checkout, on the cart page, click on the “Discount Code” box, enter your code and click the “Apply” button.
The discount will be automatically applied to your order before checkout.
For all other information regarding discount codes: Discount Codes
Why isn't my discount code working?
Not all products are eligible for the discount. Promo codes do not apply to already discounted products or special offers.
It may also be that the code has expired or has already been used : in these cases, a warning will appear during checkout.
Do discount codes expire?
The code “SORU” has no expiration date and can only be used once per account , offering a 5% discount on your first order .
Other discount codes may have different conditions: some are valid for 24 hours , others for longer periods .
We recommend that you always check the specific instructions for the code to make the most of the offers.
Can discount codes be combined with each other?
Unless otherwise indicated, our discount codes cannot be combined with each other.
I can't apply a discount code
To use a discount code correctly, make sure you:
● verify that the code is valid , not expired and not already used ;
● have copied and pasted the entire code without extra spaces;
● having clicked on “Apply” ;
● check that the products in the cart are eligible for the promotions .
If the code still doesn't work, try completing your order in incognito mode or from another browser .
Why does the error "Please enter a valid discount code" appear when I enter the code?
This can happen because not all discount codes work the same way and, at certain times of the year, the same code can activate different promotions .
It is possible that:
● there are no products in your cart eligible for the discount code received;
● the code has already been used with your account;
● some products are not subject to promotions or discounts .
We recommend that you always check the specific conditions of the code before completing your order.
Collaborations
I would like to collaborate with you, is it possible?
Do you want to become an official SoruCards partner?
Send your request to amministrazione@sorucards.com and we'll get back to you as soon as possible.
Payment Methods
How can I request an invoice?
To request an invoice, simply contact our customer service by email at info@sorucards.com .
In the request, remember to indicate all the necessary data:
● Company Name
● VAT number
● Full address of the registered office
● Unique Code
● PEC
Once we receive your information, we will issue the invoice as soon as possible.
What is PayPal in 3 installments?
PayPal in 3 installments is a flexible payment option that allows you to divide the amount of your purchase into 3 monthly payments , without interest and without additional costs .
The entire process is managed by PayPal and is subject to approval by the service itself.
Who can use PayPal in 3 installments?
The service is available to customers residing in Italy with an eligible PayPal account and a linked payment method (debit card, credit card, or bank account).
When are the installments charged?
1️⃣ at the time of purchase
2️⃣ after 30 days
3️⃣ after 60 days
I made a bank transfer but the order is pending. Why?
Typically, it takes 2-4 business days for the transfer to arrive, although some banks offer instant service. Transaction times may vary depending on the bank.
As soon as we receive payment, your order will automatically be processed.
If your order is still pending after 5 business days, please send your payment receipt to info@sorucards.com.
Can I change my payment method?
No, once your order is complete, you cannot change your payment method . We encourage you to always check your details before confirming your purchase.
Can I pay on delivery?
No, SoruCards does not accept cash on delivery . We invite you to use one of the payment methods available at checkout.
What payment methods do you accept?
We accept payments by Credit Card, Debit Card, Apple Pay, Google Pay, PayPal (also in 3 installments) and Bank Transfer.
For more details on payment methods, visit our Payment Methods page.
Orders
How long does it take to process my order?
Each product has an estimated shipping date , but in general orders follow these timeframes:
● Orders placed Monday to Friday during business hours are processed the same day .
● If completed by 11:00 am , orders are processed and shipped the same day .
● Orders placed outside of business hours (evening, night or weekend) are processed on the next business day .
● The same applies to national holidays (e.g. Christmas, Easter, August 15th): orders will be processed from the first working day following the holiday .
In case of special events (e.g., participation in trade fairs), a banner will be displayed on the sorucards.com website to indicate any delays in processing orders.
I received the wrong product, what do I do?
If you received a different product than the one you ordered, please contact our customer service immediately.
When you write, indicate:
● The product received instead of the correct one
● A photo that highlights the problem
● The order number
Our team will resolve the issue as soon as possible.
Can I cancel or change an order?
You can cancel or modify your order only if it is still awaiting payment , by contacting our customer service via email or live chat .
If your payment has already been completed, please contact us: if your order has not yet been processed , we will do our best to fulfill your request.
Why was my order cancelled?
Orders are automatically cancelled if payment is not received.
If you chose bank transfer, please make sure to complete the payment within 7 business days, otherwise your order will be cancelled.
If your order has been cancelled but you are sure you made the payment, please contact our customer service by sending the receipt to info@sorucards.com, including your order number.
The order I received is incomplete, what should I do?
If any items are missing from your package, please contact our customer service team by submitting a report.
When you write, indicate:
● Which item did you not receive?
● A photo of the goods and the box that contained them
● Your order number
Our team will resolve the issue as soon as possible.
Can I combine two orders or have them shipped together?
Unfortunately, it is not possible to combine two orders or ship them together .
Each order is handled separately, with separate tracking , and any shipping charges will be applied to each order.
Can I check the status of my order?
There are two options:
● Registered users: you can check the status of your order directly in the dedicated section of your account.
● Email notifications: If you entered your email address when ordering, you will receive automatic updates on the various processing stages.
Main order statuses:
● Order pending: We have received your order and will process it as soon as possible, based on your chosen payment method and our processing queue.
● Order Processing: Your order has been accepted and is about to be prepared and sorted (it may be in preparation or pre-order).
● Order shipped: The package has been handed over to the courier. Delivery times vary depending on the shipping method selected.
● Order Cancelled: The order has been cancelled by the customer or by SoruCards.
● Order Refunded: Your order has been refunded by SoruCards.
For any questions or assistance, our customer service is always at your disposal.
Pre-orders
What are pre-sales and what benefits do they offer?
Pre-orders are upcoming products, available starting from the date indicated on each product's detail page.
By purchasing in advance on SoruCards, you can:
● Secure exclusive products before their official release
● Avoid Sold Out , ensuring the product is included in your collection
Many pre-order items sell out quickly, so pre-ordering is recommended to avoid missing out.
What happens if my order contains both pre-order and in-stock products?
If your order includes products with different release dates , shipping will only be made when all items are available .
If you wish to receive the ready-made products immediately, an additional shipping cost will be required.
To arrange a separate shipment , please contact our customer service via email or live chat : we will provide you with all the instructions.
Why should I buy pre-order products?
On SoruCards, you can pre - order products that aren't officially available yet . This way, you can guarantee availability and be among the first to receive them as soon as they're released.
Important information about pre-orders:
● For each item we indicate the official release date communicated by the manufacturer.
● Delays beyond our control may occur, related to supplier distribution or logistics.
● In rare cases, the quantities initially allocated to resellers may change. In such situations, we will contact you promptly to offer assistance or alternatives.
Pre-ordering on SoruCards is the best way to avoid missing out on the most anticipated releases . Many exclusive items sell out quickly, so secure yours now and secure it for your collection!
Can I purchase pre-order products along with products already available?
Yes, but it is important to know that:
● The order will be shipped only when all products are available .
● If you purchase a pre-order product together with an already available one, the entire shipment will leave on the pre-order product's release date .
● Multiple pre-order products with different release dates cannot be combined in the same order , to ensure clear shipping management.
If you would like to receive the products already available immediately, we recommend placing separate orders .
When are pre-order products shipped?
Pre-order items generally ship one day before the release date of the last pre-order item in your order .
For detailed delivery times , please visit our shipping section on the website.
Returns and Withdrawals
Can I return a product purchased at a stand during a trade fair?
Yes, if you purchased a product directly at a trade fair stand , you can return the product intact and sealed in its original packaging directly to the stand, presenting the receipt , for the entire duration of the event.
You will also have the option to replace it with another product of your choice.
Please note: online returns are not possible for products purchased at the stand.
If I change my mind, can I return an item?
If you are a consumer buyer , you can exercise your right of withdrawal within 14 days of receiving the product . The product must not have been opened or used.
Return procedure:
1. Send an email to customer service stating your intention to return the product within 14 days of receiving it.
2. You will receive a form to fill out in duplicate :
A copy should be sent to customer support via email.
The other one goes in the package.
3. Send the package with your preferred courier to the indicated address, or we can send an express courier to collect it.
4. The package must contain the product intact and sealed in the original packaging .
Once the package is received, customer service will check the condition of the product and issue a refund , deducting any shipping and collection costs incurred.
For more information, please visit our dedicated page: Returns and Refunds
Shipping and Delivery
What happens if the courier can't deliver my package?
If the courier is unable to deliver your package, you will receive an email notification with information about the package's storage location and instructions for arranging delivery.
If you don't receive the email, don't worry: our customer service will contact you to arrange a new delivery attempt.
What do I do if the product I received is defective or the package is damaged?
If the product you received is defective , send an email to info@sorucards.com with photos or videos showing the problem. Don't forget to include your order number .
If the package is damaged or missing goods , keep the packaging for possible checks.
If the damage is visible from the outside, accept the package with reservations .
We will evaluate the type of defect to arrange for the replacement of the product or propose an alternative solution .
What do I do if I received a different product than the one I ordered?
If you received a different product than the one you ordered, send an email to info@sorucards.com indicating:
● Which product did you receive?
● Which product should you have received?
● The order number
Please attach photos that clearly show the problem. Our team will provide assistance and a quick solution.
How can I speed up the processing of my order?
To receive your goods more quickly, we recommend that you:
● Make purchases during working days
● Use a registered account on our site
● Choose credit card or PayPal as your payment method
These precautions help simplify and speed up the processing of your order.
What happens if the courier doesn't find anyone at home?
If the courier is unable to deliver your package:
● Will make a second delivery attempt the next working day.
● If the second attempt is also unsuccessful, the package will be stored at the point indicated by the courier.
You will receive a notification with information on how to collect your package or arrange a new delivery attempt.
What do I do if my order is incomplete?
If your package is missing products:
1. Send an email report to our customer service.
2. Indicate which product you did not receive .
3. Attach photos of the missing goods and the box received.
4. Don't forget to specify the order number .
Our team will assess the situation and assist you in receiving your missing items.
Can I change the delivery address of my order?
You can change the delivery address only if :
● The order is still awaiting payment
● Your order has not yet been processed by our system.
Contact our customer service via email or live chat to make the change.
⚠️ Once the order has been processed or handed over to the courier, it will no longer be possible to change the address .
Before confirming your order, always check that all delivery information is correct.
Can I combine two orders or receive them together?
No, unfortunately it is not possible to combine two orders or ship them together.
Each order is handled separately, with separate tracking and, if applicable, separate shipping costs .
What are the delivery times to Italy?
Under normal conditions, delivery times are 24–48 hours from the time the courier receives the order.
Orders are generally processed within 24 working hours of purchase.
For islands and disadvantaged municipalities , average delivery times are between 72 and 96 hours .
Barring unforeseen circumstances, our shipping service is fast and efficient .
When will I receive my package?
Once your order has been shipped , you will receive a notification email from SoruCards.
In the email, you'll find the tracking number provided by the courier, which will allow you to track the delivery.
Delivery times in Italy, barring unforeseen circumstances or remote locations, are generally 24–48 hours from the time the courier picks up the package.
How much does shipping cost?
Shipping is free for orders of €119 or more (VAT included) to Italy.
For orders up to €119 (VAT included), shipping costs are €8.90 (VAT included).
For remote locations or islands, surcharges may apply.
Do you also ship on weekends?
Couriers do not make collections on weekends .
Orders received after 11:00 a.m. on Friday will be processed the following Monday or the next working day in the event of a holiday.
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