Shipping policy
🕐 Order Processing
All orders placed before 11:59 PM AEST are processed on the next business day (excluding weekends and public holidays). You’ll receive an email confirmation once your order is placed, and another notification as soon as your order has been shipped.
📦 Shipping Timeframes
We aim to deliver your order within 7–10 business days from the date of shipment, depending on your location.
In the rare case that your delivery is delayed, we’ll notify you by email. While we always do our best to meet the estimated timeframe, SoulSent is not liable for any costs or damages caused by delivery delays, as permitted by law.
Please note: If we are unable to deliver to your location, we’ll either cancel and refund your order or arrange delivery to an alternate address with your approval.
🚚 Delivery Details
Once the order leaves our hands, the risk of delivery passes to you unless the delay is caused by incorrect address details or a failure to meet your obligations (e.g. missed delivery). If no one is available to receive the parcel, the carrier may leave a card with instructions for redelivery or collection.
📦 How Can I Track My Order?
As soon as your order ships, you’ll receive an email with a tracking number so you can follow its journey. Please allow up to 24 hours for tracking to update.
If you haven’t received your shipping confirmation within 10 days, please reach out to us at hello@soulsent.org with your name and order number, and we’ll look into it right away.
🔁 Refunds, Returns & Exchanges
We accept returns within 14 days of delivery if the item is unused, in its original condition, and meets our return criteria. You’ll receive a full refund once we’ve inspected and approved the return. For more information, please refer to our full return policy.
If your order arrives damaged, please email us at hello@soulsent.org with your order number and a photo of the damaged item. We’ll resolve the issue promptly and make it right.
For any other questions or concerns, our friendly support team is just an email away:
📩 hello@soulsent.org
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