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Terms & Conditions
Shipping, Return & Refund
Privacy Policy

Shipping, Return & Refund Policy

SHIPPING POLICY

Once your order has been placed with successful payment, you will receive a confirmation email. Your order will normally be dispatched within 3 working days after an order is confirmed. The shipping time is subject to the actual situation of the couriers and also the stock availability. If your order includes one or more pre-order items, the entire order will ship together once all items are available to ship.

Shipping Fee:

For orders over US$200:
^Standard shipping: FREE to most countries in the world**
*Express shipping: US$25 will be incurred

For orders under US$200:
Standard shipping: flat rate US$30
Express shipping: flat rate US$45

Delivery Times

Standard shipping: 7-15 business days
Express shipping: 5-7 business days

 

^Standard shipping: EMS
*Express shipping: DHL, FedEx, UPS, etc.

**Please allow a longer transit time during the COVID-19 period. You will receive an email with a tracking number after your package has been dispatched. You may check the delivery status with the tracking number.**

 

CUSTOMS & DELIVERY

 

 

For international shipping, there may be duties or taxes upon arrival into your country based on where you live. If you require more information on what duties and taxes may be due upon delivery, please contact your local customs office. If a customer refuses to pay for the legal duties and taxes due on a SOULMATTE shipment, SOULMATTE is not responsible for the potential repercussions with the postal service.

Please keep in mind that once a package leaves our warehouse, it is in the hands of the postal service. If you experience any problems during transit, please contact the shipper immediately.

If the package is not delivered to the customer, due to the provision of an incorrect address upon checkout, SOULMATTE will not be held responsible and will not be able to offer the customer a refund. If a second shipment is required, the customer will be responsible for the shipping cost that a second delivery may incur.

If a package is lost in transit, SOULMATTE is unable to refund the customer for the purchase. However, our Customer Services Representative will assist the customer in tracking the package.

By making a purchase with us, you agree that SOULMATTE will not be held responsible for any lost, stolen or delayed packages that may happen during transit.

RETURNS & REFUNDS

Returns

SOULMATTE will accept returns on all eligible products within 14 days of you receiving your item. To be eligible for a return, the product must be in the same condition as received, unworn, unused or undamaged, and in its original packaging.

Please send your request for a return via e-mail: [email protected]

Once the request is accepted, a return instruction to process will be sent to you. Products without our consent to return will not be accepted.

Please note that you are responsible for the cost of the return including but not limited to any duties, customs or taxes involved with this shipment. The shipping cost is non-refundable. Please also ensure the item reaches our warehouse as we cannot be responsible until it reaches us.

Exchanges

You have up to 14 days to exchange your products. You can choose between the Exchange or the Store credit option. To be eligible for an exchange, the product must be in the same condition as received, unworn, unused or undamaged, and in its original packaging.

Exchange: You can exchange the same product for another color.

Store credit: Once we receive your package we will issue a Credit Store Voucher for the amount you paid, which you can use to buy another product. Your Credit Store Voucher does not expire.

Please send your request for an exchange via e-mail: [email protected]
Products without our consent to return will not be accepted.

Damages and Issues

All of our products are carefully manufactured and inspected before they are shipped. Please inspect the product upon reception and contact us within 7 days of you receiving your item if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions/Non-returnable items

Any item that is bought on sale, gift card and gift with purchase promotion cannot be returned, refunded or exchanged. If you are returning an order that includes a complimentary item, the gift is required to be sent back with the entire order. If it is not included in the returned order, the retail price of the complimentary item will be deducted from the total amount refunded or credited.

Please get in touch if you have questions or concerns about your specific item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund is approved or not. If it is approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please note that the shipping cost cannot be refunded.

You can always contact us by email for further details: [email protected]

Contact

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at: [email protected]

**Free Standard Shipping and Express Shipping DO NOT apply to the following areas. A flat rate of US$45 will be charged for standard shipping to the following areas:
Afghanistan, Albania, Algeria, Anguilla, Antigua, Aruba, Bahamas, Barbados, Belarus, Belize, Benin, Bosnia and Herzegovina, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Caroline Islands (Micronesia), Caroline Islands (Palau), Central African Republic, Chad, Congo (Dem. Rep. of the), Congo (Republic of), Costa Rica, Côte d’Ivoire (Ivory Coast), Cuba, Djibouti, Dominica, Dominican Republic, East Timor, Ecuador, El Salvador, Equatorial Guinea (Republic of), Eritrea, Eswatini, Ethiopia, Faröe Islands, French Guiana, Gabon, Gambia, Gaza and Khan Yunis, Georgia (Republic of), Gibraltar, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guinea (Republic of), Guinea Bissau (Republic of), Guyana, Haiti, Honduras (Republic of), Iraq, Jamaica, Kazakhstan, Kenya, Kiribati, North Korea, Latvia, Lebanon, Lesotho, Liberia, Libya, Lithuania (Republic of), Madagascar (Democratic Rep. of), Malawi, Mali, Malta, Mariana Islands (Northern), Marshall Islands, Martinique, Mauritania, Mauritius, Montenegro (Republic of), Montserrat, Mozambique, Namibia, New Caledonia, New Zealand Islands Territories (Cook Islands), Nicaragua, Niger Republic, Norfolk Islands, Panama (Republic of), Papua New Guinea, Paraguay, Peru, Réunion, Romania, Russian Federation (Russia), Rwanda, Samoa (U.S.A. Territory), San Marino, Sao Tomé and Principe (Republic of), Senegal, Serbia (Republic of), Seychelles, Sierra Leone, Slovak Republic (Slovakia), South Africa (Republic of), St. Christopher (St. Kitts) and Nevis, St. Lucia, St. Vincent, Sudan, Suriname (Republic of), Syrian Arab Republic (Syria), Tajikistan (Republic of), Tanzania, Togo, Tonga, Tortola (British Virgin Islands), Trinidad & Tobago (Republic of), Tunisia, Turkmenistan, Turks & Caicos Islands, ​​Tuvalu, Uganda, Ukraine, Uruguay, Uzbekistan (Republic of), Venezuela, Virgin Islands of the USA, Western Samoa, Yemen (Republic of), Zambia, Zimbabwe

paraben free * cruelty free * organic product *