Terms & Conditions

Welcome to The Softmere Company. These Terms & Conditions help keep your shopping experience clear, secure, and worry-free by outlining how our website, orders, products, and services work.

1. Store Information

This website is operated by NB Commerce LLC, doing business as The Softmere Company. Throughout the website, the terms “we,” “us,” and “our” refer to The Softmere Company.

You may contact us at:

Email: support@thesoftmerecompany.com
Business Address: 2106 House Ave Suite 640, Cheyenne, Wyoming, 82801
Support Hours: Monday to Friday 9:00AM–5:00PM
Typical Response Time: Within 1–2 business days

We are an online retail store serving customers in the United States, United Kingdom, Australia, Canada, New Zealand, and other available shipping destinations. Our products may be sourced, processed, and fulfilled through trusted domestic and international fulfillment partners.

2. Use of Our Website

By using our website, you confirm that you are at least the age of majority in your state or country of residence, or that you are using the website with the consent of a parent or legal guardian.

You agree not to use our website, products, or services for any unlawful, fraudulent, abusive, misleading, or unauthorized purpose.

You also agree not to:

  • Interfere with the security, functionality, or operation of the website
  • Attempt to gain unauthorized access to our systems or accounts
  • Submit false, inaccurate, or misleading information
  • Use our website to commit fraud, payment abuse, or chargeback abuse
  • Copy, reproduce, resell, or exploit any part of the website without permission
  • Upload or transmit harmful code, spam, or malicious content
  • Violate any applicable laws, regulations, or third-party rights

We reserve the right to refuse service, cancel orders, restrict access, or take appropriate action if we believe these Terms have been violated.

3. Product Information

We make reasonable efforts to display product descriptions, images, colors, sizes, prices, and availability as accurately as possible. However, we cannot guarantee that all information on the website will always be completely error-free, current, or complete.

Please note:

  • Product colors may appear slightly different due to lighting, photography, editing, and individual screen settings.
  • Measurements may vary slightly due to manual measurement.
  • Sizing may vary by product style, supplier, or international sizing standards.
  • Product packaging, labels, tags, or size markings may differ depending on the fulfillment partner or region of origin.
  • Lifestyle images are provided for styling and display reference only.
  • Product details may be updated from time to time as supplier information changes.

Customers are responsible for reviewing all product details, descriptions, size charts, colors, quantities, and order information before placing an order.

If we discover a product error, pricing issue, availability issue, or listing mistake, we reserve the right to correct the information, update the listing, cancel the order, or contact the customer for further instructions.

4. Pricing and Availability

Prices are displayed in the currency available for your selected country or region at checkout.

For example, prices may be shown in:

  • USD for the United States
  • GBP for the United Kingdom
  • AUD for Australia
  • CAD for Canada
  • NZD for New Zealand

Final pricing, taxes, duties, shipping costs, and any currency conversions may be calculated and displayed at checkout before payment is completed.

Prices, promotions, discounts, and product availability may change at any time without prior notice.

We reserve the right to modify, limit, suspend, or discontinue any product, collection, promotion, or offer at our discretion.

We do our best to keep product availability accurate. However, some items may become unavailable after an order is placed. If this happens, we may contact you to offer a replacement, store credit, refund, or another suitable resolution.

We are not responsible for typographical errors, pricing mistakes, or accidental inaccuracies on the website. If an order is placed for an item with an incorrect price, incorrect promotion, or listing error, we reserve the right to cancel or correct the order.

5. Payment Authorization

By placing an order, you confirm that:

  • You are authorized to use the selected payment method
  • The billing and shipping information provided is accurate
  • You authorize us and our payment processor to charge the selected payment method for the full order amount
  • You understand that submitting payment creates a purchase request subject to order review and acceptance

We may use third-party payment processors to securely process transactions. We do not store full payment card details on our website.

If a payment is declined, flagged, reversed, disputed, or suspected to be unauthorized, we may cancel, hold, or review the order before fulfillment.

6. Order Acceptance

After placing an order, you may receive an order confirmation email. This email confirms that we have received your order request, but it does not mean the order has been fully accepted, processed, or fulfilled.

We reserve the right to refuse, cancel, or limit any order at our discretion, including but not limited to cases involving:

  • Suspected fraud or unauthorized payment
  • Incorrect billing or shipping information
  • Product availability issues
  • Pricing or listing errors
  • High-risk transactions
  • Duplicate or suspicious orders
  • Fulfillment limitations
  • Violation of our policies

If your order is cancelled after payment has been processed, we will issue a refund to the original payment method where applicable.

7. Order Processing

Orders are typically processed within 1–3 business days, excluding weekends and holidays.

Processing time refers to the time needed to verify, prepare, pack, and transfer the order to the fulfillment or shipping partner. Processing time is separate from shipping time.

During high-volume periods, holidays, product launches, supplier delays, carrier disruptions, or other circumstances outside our control, order processing may take longer than usual.

Once an order has entered processing, packing, production, shipment preparation, fulfillment partner handling, or transit, we may no longer be able to cancel or modify it.

8. Cancellation Policy

We understand that mistakes can happen after placing an order. If you need to cancel your order, please contact us as soon as possible at support@thesoftmerecompany.com with your order number.

Orders may be cancelled within 1 hour of purchase, provided the order has not already entered processing, packing, production, shipment preparation, fulfillment partner handling, carrier handoff, or transit.

After this 1-hour window, cancellation is not guaranteed because the order may already be processing with our fulfillment partner.

Once an order has entered any of the following stages, we may no longer be able to cancel it:

  • Processing
  • Production
  • Packing
  • Shipment preparation
  • Fulfillment partner handling
  • Carrier handoff
  • Transit

Submitting a cancellation request does not automatically cancel the order. A cancellation is only confirmed once our support team has reviewed the request and provided written confirmation.

If a cancellation is approved, the refund will be issued to the original payment method. Refund processing times may vary depending on your bank, card issuer, or payment provider.

If your order has already shipped or can no longer be cancelled, you may request a return after delivery in accordance with our Return & Refund Policy.

We reserve the right to cancel an order at our discretion due to product availability, payment issues, suspected fraud, pricing errors, fulfillment limitations, or other order-related concerns.

9. Shipping and Fulfillment

We offer tracked standard shipping on eligible orders.

We currently ship to the United States, United Kingdom, Australia, Canada, and New Zealand.

Because we work with trusted fulfillment partners, some orders may ship directly from domestic or international fulfillment facilities. Tracking may show international processing before the parcel is handed over to a local carrier in the destination country.

Estimated delivery times may vary depending on the destination country, product availability, fulfillment location, customs processing, and carrier network.

Estimated delivery times are typically:

  • United States: 7–15 business days after dispatch
  • United Kingdom: 7–18 business days after dispatch
  • Australia: 7–18 business days after dispatch
  • Canada: 7–18 business days after dispatch
  • New Zealand: 8–20 business days after dispatch

These delivery times are estimates only and are not guaranteed, unless otherwise stated on the product page or in our Shipping & Delivery Policy.

Shipping times may be affected by:

  • Customs processing
  • Carrier delays
  • Weather conditions
  • Holidays
  • High shipping volume
  • Incorrect or incomplete shipping addresses
  • Local courier delays
  • International transit delays
  • Events outside our control

Final-mile delivery may be completed by carriers such as:

  • USPS
  • UPS
  • FedEx
  • Royal Mail
  • Evri
  • DPD
  • Australia Post
  • Canada Post
  • New Zealand Post
  • Or another local or regional courier depending on the destination country and available carrier network

Please review our full Shipping & Delivery Policy before placing an order.

10. Shipping Address Responsibility

Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.

Please carefully review your:

  • Full name
  • Street address
  • Apartment, suite, or unit number
  • City
  • State, province, county, or region
  • ZIP code or postal code
  • Country
  • Phone number, if required
  • Email address

We are not responsible for delays, failed deliveries, lost packages, returned packages, or return-to-sender issues caused by incorrect or incomplete shipping information provided by the customer.

If you notice an address mistake after placing your order, please contact us as soon as possible. We will do our best to assist, but address changes are not guaranteed once the order has entered processing, fulfillment partner handling, shipment preparation, or transit.

11. Delivery Confirmation

Once the carrier confirms delivery to the shipping address provided at checkout, the order is considered delivered.

Standard shipping does not include signature confirmation unless specifically stated, offered, or purchased separately.

If tracking shows that a package was delivered but the customer cannot locate it, we recommend checking with:

  • Household members
  • Neighbors
  • Building management
  • Mailrooms
  • Reception desks
  • Parcel lockers
  • Local delivery carriers

We will assist where possible, but we are not responsible for loss, theft, misplacement, or damage after carrier-confirmed delivery.

Carrier tracking, delivery scans, delivery photos, GPS scans, local courier scans, or other carrier records may be used as proof of delivery.

12. Customs, Duties, and Import Fees

Some orders may be shipped from international fulfillment facilities. Depending on your country, state, or local regulations, customs duties, taxes, import fees, or related charges may apply.

Customers are responsible for any customs duties, import taxes, or fees imposed by their local authorities unless otherwise required by law or specifically stated by us in writing.

We are not responsible for delays caused by customs clearance, border inspection, or local import procedures.

13. Returns and Refunds

Returns are accepted only in accordance with our Return & Refund Policy.

Customers must contact us first before sending any item back. Returns sent without approval may not be accepted.

To be eligible for return, items must generally be:

  • Requested within the stated return window
  • Unused
  • Unworn
  • Unwashed
  • In original condition
  • Returned with original packaging, tags, and accessories where applicable

Customers are responsible for return shipping costs unless the item received is incorrect, damaged, defective, or otherwise approved by us under our policy.

Because we work with fulfillment partners, approved returns may need to be sent to a designated fulfillment facility. The return address may differ from the business mailing address listed on our website.

Refunds are typically processed after the returned item is received and inspected. Approved refunds are issued to the original payment method.

Please review our full Return & Refund Policy before placing an order.

14. Damaged, Defective, or Incorrect Items

If you receive an incorrect, damaged, or defective item, please contact us within 7 days of delivery.

To help us review the issue, please provide:

  • Your order number
  • A description of the issue
  • Clear photos of the item
  • Photos of the packaging
  • A photo of the shipping label
  • Any other relevant details

Once reviewed, we may offer a replacement, store credit, refund, or another appropriate resolution depending on the situation.

We may be unable to assist with damage, defect, or incorrect item claims if the customer does not contact us within the required timeframe or does not provide sufficient supporting evidence.

15. Non-Returnable Items

Certain items may not be eligible for return or refund unless they arrive damaged, defective, or incorrect.

Non-returnable items may include:

  • Final sale items
  • Clearance items
  • Gift cards
  • Personalized or customized products
  • Items that have been worn, washed, used, altered, or damaged after delivery
  • Items returned without approval
  • Items returned outside the return window
  • Items missing original packaging, tags, or accessories

Additional non-returnable conditions may be listed on the product page or in our Return & Refund Policy.

16. Store Credit, Replacements, and Goodwill Resolutions

At our discretion, we may offer store credit, a replacement, partial refund, discount, or another goodwill resolution.

Any goodwill resolution is offered as a courtesy and does not mean we admit fault, liability, or policy violation.

Store credit may be issued in the form of a gift card, discount code, or account credit, depending on our available systems.

Unless otherwise stated, store credit is not redeemable for cash.

17. Chargebacks and Payment Disputes

If a bank dispute, chargeback, or payment reversal is opened, the disputed funds are handled by the issuing bank, card network, or payment processor while the case is reviewed.

During an active dispute, we may be unable to issue a direct refund because the funds may be temporarily held or controlled by the payment processor or issuing bank.

We reserve the right to submit relevant evidence in response to payment disputes, including but not limited to:

  • Order details
  • Customer information provided at checkout
  • Payment records
  • Fraud analysis, where available
  • Shipping and tracking records
  • Delivery confirmation
  • Carrier proof of delivery
  • Customer communications
  • Policy acceptance records
  • Product page screenshots
  • Website policy records
  • Return instructions or resolution offers

We remain willing to assist customers directly where possible, but opening a payment dispute may limit our ability to resolve the matter outside the bank’s dispute process until the dispute is closed or resolved.

18. Changes to These Terms

We may update, modify, or replace these Terms & Conditions from time to time. Any changes will be posted on this page with an updated “Last Updated” date.

Your continued use of our website after changes are posted means you accept the updated Terms & Conditions.

Last Updated

May 24, 2026