Customer support
Real humans — not bots — answer support requests at SOUCI. We aim to reply within 4 hours during business hours and within 24 hours on weekends. Order issues, product questions, returns, payment, privacy: pick the channel that suits you.
Fastest path
If you have an order open, sign in and use Orders — clicking “Need help” on a specific order gives us full context immediately and skips one round-trip.
- General questions — [email protected]
- Order & shipping — same address, please include the order number in the subject line
- Privacy or data requests — [email protected]
- Security disclosure — [email protected]
- Press & partnerships — [email protected]
Hours
Mon–Fri 09:00–19:00 (UTC+8). Saturday: limited coverage 10:00–17:00. Sunday: closed; messages received over the weekend are picked up first thing Monday morning.
Things we can’t do over email
- Take card numbers — we never ask for full card information by email or phone. If anyone claims to be SOUCI and asks for it, please report to security.
- Cancel an order that’s already shipped — we’d refund on return instead.
- Discuss someone else’s order without that person’s explicit authorization (privacy reasons).