About Us

Welcome to soufeel.shop.

soufeel.shop is an online retail store committed to providing customers with a convenient, transparent, secure and customer-focused ecommerce experience.

Our objective is to make online shopping straightforward by providing clear product information, transparent pricing, secure checkout functionality, understandable delivery arrangements and accessible customer support.

We recognise that customers purchasing products online should be able to make informed decisions. We therefore aim to communicate important information about products, prices, payment, order processing, shipping, delivery, cancellations, returns and refunds as clearly as reasonably possible.

For questions concerning our website, products, orders, payments, shipping, delivery, cancellations, returns, refunds, privacy or other customer-service matters, customers may contact us at:

Email: info@soufeel.shop

Our Online Store

soufeel.shop operates as an ecommerce website through which customers can browse products, review available product descriptions and images, select available product options, add products to a shopping cart and complete purchases electronically.

Our product range may change from time to time depending on stock availability, supplier arrangements, customer demand, product development, seasonal considerations and other reasonable commercial factors.

Products may be introduced, updated, replaced, temporarily unavailable or discontinued when reasonably necessary.

The display of a product on soufeel.shop does not constitute a guarantee that it will remain permanently available.

Our Commitment to Customers

We aim to operate soufeel.shop according to principles of transparency, fairness and responsible customer service.

We seek to provide:

• Clear and understandable product information;
• Transparent prices before checkout;
• Secure ecommerce checkout functionality;
• Appropriate information about payment obligations;
• An opportunity to review an order before it is submitted;
• Order-confirmation information;
• Free standard shipping on all orders;
• An estimated delivery period of 15–20 calendar days;
• Accessible customer-service support;
• Clear cancellation, return and refund procedures;
• Assistance when goods are damaged, defective, incorrect or otherwise non-conforming;
• Responsible handling of personal information; and
• Respect for applicable UK consumer rights.

Nothing contained on soufeel.shop is intended to remove, restrict or exclude a consumer right that cannot lawfully be excluded.

Product Information

We make reasonable efforts to ensure that product descriptions, photographs, specifications, materials, dimensions, colours, sizes, features and other information displayed on soufeel.shop are reasonably accurate.

However, minor differences may occasionally arise as a result of:

• Photography and lighting;
• Display and screen settings;
• Manufacturing tolerances;
• Production batches;
• Supplier updates;
• Natural variations in materials;
• Product improvements; or
• Other reasonable production-related circumstances.

Colours displayed on a computer, smartphone or tablet may therefore differ slightly from the physical appearance of a product.

Customers should carefully review the applicable product page before placing an order.

Where a product is personalised, customised, engraved, printed, manufactured or otherwise prepared using specifications supplied by the customer, the customer is responsible for carefully checking the information submitted before confirming the order.

Nothing in this section affects statutory rights where goods are faulty, materially misdescribed or otherwise fail to conform to the contract.

Personalised and Customised Products

Some products offered through soufeel.shop may allow personalisation or customisation.

Where such options are offered, customers should carefully review spelling, names, dates, photographs, wording, measurements, colours, designs and other customisation information before submitting an order.

Once production of a genuinely personalised or custom-made product has begun, the order may not qualify for the ordinary statutory change-of-mind cancellation right where an applicable legal exception applies.

This does not affect rights relating to goods that are faulty, damaged, incorrectly produced or materially different from the customer's confirmed specifications.

Prices and Payments

We aim to display applicable prices clearly before customers submit their orders.

The price applicable to an order is normally the price displayed during checkout when the customer submits the purchase.

Available payment methods may vary depending on the customer's location, device, Shopify checkout configuration and payment-service availability.

Payment information may be processed by authorised payment processors and ecommerce service providers.

soufeel.shop does not require customers to send full payment-card details by ordinary customer-service email.

Order Processing

After an order is submitted, customers may receive an electronic order confirmation.

Receipt of an automated confirmation does not necessarily mean that an order can never subsequently be cancelled. An order may occasionally need to be cancelled where, for example:

• A product is unavailable;
• Payment cannot be authorised;
• An obvious pricing or product-information error has occurred;
• Fraud or security concerns reasonably arise;
• A delivery restriction prevents fulfilment; or
• Fulfilment becomes impossible for circumstances outside our reasonable control.

Where we cancel an order after payment has been collected, we will arrange an appropriate refund using the original payment method where reasonably possible.

Shipping

All orders placed through soufeel.shop qualify for free standard shipping.

Our estimated standard delivery time is 15–20 calendar days.

Delivery times are estimates rather than absolute guarantees and may occasionally be affected by carrier delays, customs processes, weather, public holidays, peak periods, incorrect addresses or other circumstances outside our reasonable control.

Further information is available in our Shipping Policy.

Returns and Consumer Rights

Eligible customers may have statutory cancellation rights for online purchases.

Different rules may apply to customised or personalised goods, sealed hygiene products, perishable products and other legally exempt categories.

Separate statutory protections apply where goods are faulty, damaged, not as described or otherwise fail to conform to the contract.

Our Return and Refund Policy explains these matters in greater detail.

Privacy and Security

We respect the importance of customer privacy.

Personal information may be processed for purposes including operating our website, processing orders, providing customer support, facilitating payment and delivery, preventing fraud, meeting legal obligations and, where permitted, communicating marketing information.

Further information is contained in our Privacy Policy.

Shopify and Third-Party Services

soufeel.shop may use Shopify ecommerce infrastructure and compatible third-party services to support functions such as:

• Website hosting;
• Shopping-cart functionality;
• Checkout;
• Payment processing;
• Order administration;
• Inventory management;
• Fraud prevention;
• Customer communications;
• Analytics;
• Shipping;
• Delivery tracking; and
• Marketing.

The products sold through soufeel.shop are offered by the operator of soufeel.shop and are not sold directly by Shopify merely because Shopify technology is used to operate the website.

Customer Support

We want customers to be able to contact us if assistance is required.

For product, order, delivery, cancellation, return, refund or privacy enquiries, please contact:

info@soufeel.shop

When contacting us about an existing order, customers should provide sufficient information for us to locate the order, such as the order number and the email address used to purchase.

Customers should not send passwords, full payment-card numbers or other unnecessary confidential information by ordinary email.

Changes to Our Website

We may reasonably update our website, catalogue, product descriptions and policies from time to time to reflect changes in products, business operations, technology or applicable requirements.

Changes will not remove statutory rights that have already arisen in relation to an existing purchase.

Contact Us

For assistance concerning soufeel.shop, please contact:

soufeel.shop
Email: info@soufeel.shop