INFORMATION

Dear Soulfriend,

Below we have listed some basic information regarding orders and shipment. Please see out other tags for further information.

 

– Delivery information

We are trying our best to make our customers shopping experience satisfying. We have regular contact with our manufacturers, and we update our collections on a regular basis to make sure we meet your requirements.
One of our goal is to sell quality to a reasonable price. We are able to do this with standard shipping by excluding middle hands and ship directly to you. Therefor our products are cheaper but take a little extra time to find its way to your door. But its worth the wait.

-We not ship to China, South Sudan, Syrian, Yemen or Crimea.

Our manufacturers are located in different areas, therefor if you buy more items you may receive your items in different packages on different dates. Our homepage is a provider of different brands and therefor it may vary depending on what you buy. Please check the product information on our homepage if you want further information about the product.

 

– Delivery Time

Time of delivery depends on the country you are ordering to, and your choice of shipping method. We offer free standard shipping to the majority of countries who orders from us. The estimated delivery time starts from the day your parcel has been shipped. More detailed information will be introduced at the “checkout” process.
We use China post service as our basic shipping provider. The estimated shipping time is 15-33 working days (public holidays are not included in the estimated shipping time). Further 2-5 days processing time can be applied.
Majority of countries can use express and standard delivery services when ordering from us. Fill in your shipping address, and then choose delivery method. The shipping cost will automatically pop up in the check out page when you have filled in shipping address and country of destination.

 

– Tracking Information

Once your payment is successful and your order is being shipped, you will receive an email with information on how you can track your order. If you have not received an email after 5 days, please contact us on onlinesoultract@hotmail.com

 

– Pay by Paypal

First step you must set up an Paypal account on the Paypal Website; www.paypal.com.
Creating an account is easy and for free. We use PayPal to ensure out customers a safe alternative for shopping online. Once you have created your account you do not have to add you bank details when shopping online. All you need is your email address and password. It is both easy and convenient.

If credit card payment is rejected, see below for common reasons
-Check that your card details are correct. Incorrect bank details is the most common reason for payment failure.
-Your bank does not support this payment
-There are insufficient funds on the account
-The card has expired
-You have not activated your new card
-Time overdue on the payment
-The card is blocked

You might:
-Try with another card
-If you have trouble paying with credit card or debit card, try paying through PayPal
-If you have tried the above methods and still have payment issues we advise you to contact your card issuing bank.
If you have any questions regarding your payment, please contact us on: onlinesoultract@hotmail.com
Fees for exchange rates might occur.

 

– Where is my order?

If you have not received your goods within the estimated timeframe, please do following steps.
– Double check your address is correct.
– Check your email or text-message to see if you received a text from us or the post office.
– Check your email for your tracking number. Press the link and check the delivery status.
– Check that your package has not been delivered to your neighbor by mistake.
-A signature may be required depending on the country, therefor be sure to send the package where someone can accept and sign the delivery. If you are not in when the package arrives, the carrier will leave a card explaining where you can collect your package.

If you have followed the listed instructions above, please contact us on our e-mail ; onlinesoultract@hotmail.com.
It is important to contact us within two months from the day of shipment, overdue requests may not be processed.

Due to various reasons your package may be delayed or fail to deliver. Other reasons than mentioned may be custom clearance procedures or unforeseen disasters such as flood, storm, earth quake, typhoon, war or other unforeseen happenings. In the event of such delays or failures, we will do our best to find a solution for your loss.

 

– Return policy and cancellation

If there are faults on your product contact us and we will arrange with an exchange of your order. Please make sure to read the instructions of the products (size etc) to ensure the product fits. We can not guarantee an exchange or refund. If you would like a refund, you can request one with a valid reason.
If you receive the wrong item, you can request a refund or reshipment.
– You can request a refund within 15 days after the guaranteed period of delivery (50 days) has expired. You can do this by emailing us (see below)

Full or partial refunds are not available if
You have not received your order due to factors within your control (i.e. Providing wrong shipping address)
You have not received your order due to exceptional orders outside of the control of onlinesoultract@hotmail.com (i.e. Not cleared by customs, delayed by a natural disaster, delivery failure from postal office in your country).

If you have paid your order and need to make a change or cancel the order, you must contact us within 12 hours. We will try to make a cancellation. Once the packaging and shipping process has started, it can no longer be cancelled.
If you have any questions regarding your products or your order, contact us: onlinesoultract@hotmail.com

 

– Taxes and customs

Many countries do not have tax rates and custom fees on imported goods below a certain value. We at Soultract are not responsible for any custom fees once the item has been shipped. Therefor we recommend you to look up your local regulations of the tax rates and custom charges before ordering from us.
– Note that all import taxes and other custom fees are the buyers responsibility. Once you purchase our products you consent to the shipment of the product/s and the custom fee that might be added.
-We advice you to check with your local council, post office or government tax department to find out what the regulations are in the country you want the goods to be delivered.

 

– Shipping and Delivery

Soultract provides free shipping, if we dont tell you otherwise. We ship world wide with exceptions from China, South Sudan, Syria and Yemen.
Our goal is to make all of our cusomers satisfied and therefor we are trying our best to meet your needs and continue to grow and improve in all aspects.
We use China post service or e-Package when we deliver the goods you have ordered. You can select the preferred shipping method in the cart.
China Post – Estimated shipping time: 15-33 working days.
E package (5.50 dollar)- Estimated shipping time: 10-20 days.
Above is excluding 2-5 days processing time.