Before you contact our Customer Services, take a look at these Frequently Asked Questions below – the answer you’re looking for may well be right here.

Ordering

Do I need to set up an account to place an order?

No, you can proceed using a Guest Checkout. However, all the information you will enter during the process is exactly what you need to set up an account with us. The shopping gets easier the next time you log into your account as the system will remember your credentials so you can spend less time filling in forms and more time enjoying your Sweeneys.

How do I make a purchase?

The website’s purchasing process should be easy to follow, but if you’re having problems of any sort, please LiveChat with us, or call Customer Services on 0528692180.

Can I place a telephone order?

Of course. Our knowledgeable in-house Customer Services team is available for you 10am-8pm, Sunday-Thursday , 10am-3pm , Friday on 0528692180.

I’ve forgotten my account password, what should I do?

You can reset your password easily and receive an email and follow the instructions to request a new password. Please check your junk or spam mail boxes just in case the new password email mistakenly finds its way there.

What payment methods do you accept?

We currently accept Visa, Visa Debit, Visa Electron, Mastercard, Debit Mastercard, Maestro, AmEx via PayPal.

What currency can I pay in and how do I change what currency I pay in?

We currently support payments in  USD. 

How do I redeem a promotional code, gift voucher or gift card?

All discount codes and vouchers are redeemed before going into the checkout process. Please enter your promotional and E-Voucher codes into the relevant boxes below your shopping bag summary, ensuring that you click ‘Submit’ before proceeding.

Can I change/cancel my order once placed?

Yes. Please LiveChat with us, or call Customer Services on 0528692180 as soon as possible after placing the order, and we’ll do our best to help.

Products

What size should I go for?

Most of our styles run true to size, but it will be noted on individual styles if you should take a different size than expected. 

How do I find out the width fitting of your shoes?

Most of our shoes are a standard  fitting. As with sizing, if individual styles require a different size being selected, this will be noted in the product description.

An item that I want to order is out of stock, will you be getting any more?

Possibly. Please LiveChat with us, or call Customer Services on 0528692180 to discuss further.

I love my old ARAMA's! Will you be making any more?

We do sometimes re-release old classic styles. Please LiveChat with us, or call Customer Services on 0528692180 to discuss further.

Can I get more information on a product?

We try to put as much information as possible on the website, but please LiveChat with us, or call Customer Services 0528692180  if you have specific questions.

I have seen an item in the press, how do I purchase?

The press often feature items from future seasons that may not yet be available in stores. Please LiveChat with us, or call Customer Services on 0528692180 to discuss specific styles.

Delivery

Do you offer next day delivery?

Sure, please send us a message or LiveChat with us for more details.

How do I know if my order has been shipped?

You will receive confirmation emails from us and the courier keeping you informed every step of the way.

How long will it take for my order to arrive?

Your order will normally arrive in 3-5 working days in Israel  (though sometimes it can be quicker, we always endeavour to make delivery times as speedy as possible). For deliveries in Europe & US, please allow 5-14 working days; for rest of the world 7-10 working days.

Can I change my delivery address?

Yes, if the order has not already been dispatched . If your order has been dispatched, then it will take one failed delivery attempt before the address can be changed. Either way, please LiveChat with us, or call Customer Services on 0528692180 to re-arrange this ASAP.

What delivery company do you use?

We use DHL commerce for all US orders , and registered mail for all Israel , Europe and rest of the world orders.

We offer delivery to the United Arab Emirates by French Mail.

Express delivery by FedEx is also available.

Please LiveChat with us, or call Customer Services on 0528692180 to discuss delivery options for your destination.

How can I track my order?

Once your order is placed, you’ll be sent a tracking number so you can monitor your order every step of the way. If for some reason your tracking number is missing, then please LiveChat with us, or call Customer Services on 0528692180 ASAP.

What if I’m not at home when my order is delivered?

The courier will leave a card with options for redelivery. Redelivery is often attempted at least twice; please contact the courier directly to arrange any redelivery attempts.

Can someone else sign for my order?

Yes. This name will be recorded by your courier. Please ensure you provide a trusted address for delivery.

Do you deliver to Russia?

Yes. However, due to customs restrictions, we are only able to ship to a registered Russian business address. Please note that Russian customs can be notoriously difficult, so orders sent to Russia can take significantly longer than standard.

Returns & Exchanges

How do I return or exchange an item? How long do I have to return an item?

All information concerning returns can be found on our Delivery & Returns page, and full details will be included on your order paperwork.

I have received a faulty item, what should I do?

We pride ourselves on the high quality of our products, so any faulty items are unusual, and we’re extremely sorry if they haven’t lived up to your expectations. Please email us any images of the faulty item and we will liaise directly with our designers and manufacturers to flag any faults. Please include your order number in the email so we can get in touch with you regarding a replacement.

How long will my return/exchange take to be processed?

Once your return has been received back at our warehouse, it should be processed within 48 hours. If your order has been returned with Collect+, please ensure the tracking number has been signed for before contacting us, and allow 3-5 working days for your return to be processed. During the sale, to ensure you receive the item you like, we advise to purchase the desired item and return the one you had previously bought for a refund as stock moves faster during this period.

I received an email conformation regarding my refund but funds are yet to show back in my account, why is this?

Any return will take 3-5 working days to register back into the original account used to pay; this includes PayPal. Please check any pending payments before contacting us.

Can I return an item to a store?

Of course – visit our flag store : 

ARAMA studio // 11 Shoken street  6606319 Tel Aviv 

Who pays for return postage?

We do, for all orders within Israel. For international orders, you can claim your shipment refund via PayPal here .

Services

How do I sign up to the mailing list?

It’s easy – sign up to the ARAMA mailing list.

How do I remove myself from the mailing list?

We’re sorry to hear you want to unsubscribe – please sign into your account and choose the option to edit your newsletter preferences on the Dashboard. This will be the first page you will see once you’ve signed in.

How do I find my nearest store?

Please find our stockists here .

Can you measure my feet in store?

Unfortunately not. However we can advise on sizing of our shoes that may be suitable; most of our styles run true to size.

I have some feedback in regards to your service/website/stores, how can I let you know?

We welcome all feedback (good and bad) to improve our customer service. Please LiveChat with us, or call Customer Services on 0528692180 with any feedback.

Contact Us

If we didn’t answer your question in any of the content above, or if you would like to ellaborate on any particular FAQ, please do not hesitate to contact us.

For all Customer Services enquiries, our in-house team is here to help. You can talk to us directly:

LiveChat via the website – just click on the icon at the bottom right of the screen on any page on so-arama.com (10am-8pm, Sunday-Thursday , 10am-3pm , Friday)
Call 0528692180 10am-8pm, Sunday-Thursday , 10am-3pm , Friday.

Email info@so-arama.com. We endeavour to respond to all emails within 2 working days.

For all other enquiries (regarding Marketing, Advertising, Wholesale or International Stockists, for example) please visit our Contact Us page.