Shipping policy

This Shipping Policy applies to orders placed through soufeel.shop.

We aim to provide clear information regarding shipping charges, processing, estimated delivery times, tracking, delivery problems and delayed or lost parcels.

For shipping assistance:

Email: info@soufeel.shop

Free Standard Shipping

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

There is no standard shipping charge added to qualifying orders.

If an optional premium or alternative delivery service is ever offered, its additional price will be displayed before the customer commits to that delivery option.

Estimated Delivery Time

Our estimated standard delivery time is:

15–20 calendar days.

Unless clearly stated otherwise during checkout or in the order confirmation, this estimate refers to the expected overall delivery period associated with standard fulfilment and transportation.

Calendar days include weekends and public holidays when calculating the numerical period, although actual carrier operations may vary on weekends and public holidays.

Nature of Delivery Estimates

The 15–20 calendar day delivery period is an estimate rather than an absolute guarantee of delivery on a particular date.

UK distance-selling rules require traders to disclose delivery arrangements and generally require delivery within 30 days unless another delivery period has been agreed with the customer. By clearly stating the 15–20 calendar day estimated delivery period, this policy communicates the delivery arrangement applicable to standard orders.

We will take reasonable steps to fulfil orders within the communicated timeframe.

Order Processing

After an order is submitted, it may undergo:

• Payment verification;
• Fraud screening;
• Product preparation;
• Personalisation where applicable;
• Quality-control checks;
• Packaging;
• Shipping-label creation; and
• Transfer to the delivery carrier.

Personalised or customised products may require production before dispatch.

The stated 15–20 calendar day estimate is intended to communicate the overall standard delivery expectation rather than requiring customers to add an undisclosed standard shipping period to that estimate.

Order Confirmation

Customers should receive appropriate electronic confirmation after submitting an order.

Customers are responsible for reviewing their order information and promptly reporting obvious errors.

For assistance:

info@soufeel.shop

Shipping Address

Customers are responsible for providing a complete and accurate delivery address.

This includes, where applicable:

• Recipient name;
• House or building number;
• Street;
• Apartment or unit information;
• City or town;
• Postcode; and
• Country.

Customers should review this information carefully before submitting an order.

Address Changes

If an address error is discovered, contact:

info@soufeel.shop

as soon as possible.

We will make reasonable efforts to update an address before fulfilment or dispatch where operationally possible.

However, once an order has been processed or handed to a carrier, an address change may no longer be possible.

Tracking

Where tracking is available for an order, tracking information may be provided electronically after dispatch.

Tracking information may not become active immediately after a shipping label is generated.

Carriers may require time to scan and update parcels within their systems.

A temporary lack of tracking updates does not necessarily mean that the parcel has been lost.

Carrier Delays

Delivery may occasionally be delayed because of circumstances including:

• High parcel volumes;
• Peak shopping periods;
• Severe weather;
• Public holidays;
• Transportation disruption;
• Customs or border procedures;
• Carrier network disruption;
• Incorrect or incomplete delivery information;
• Security screening;
• Local delivery restrictions;
• Natural disasters;
• Public emergencies; or
• Other events outside our reasonable control.

Where we become aware of a significant delay affecting an order, we may take reasonable steps to obtain updated delivery information.

Customs and Border Processing

Depending on the origin of fulfilment, some shipments may pass through customs or border procedures.

Such processing may cause temporary delays outside our direct control.

Any taxes, duties or mandatory charges connected with a transaction will be handled and disclosed in accordance with applicable checkout arrangements and legal requirements.

This policy does not impose an undisclosed mandatory charge on customers.

Delayed Orders

If the estimated 15–20 calendar day period has passed and the order has not arrived, customers should contact:

info@soufeel.shop

Please provide the order number and relevant delivery information.

We may investigate the shipment with the applicable carrier or fulfilment provider.

Lost Parcels

A parcel may occasionally experience an extended delay or be confirmed lost by a carrier.

Where a parcel is confirmed lost before lawful delivery to the customer, we will assess the circumstances and provide an appropriate remedy, which may include:

• Replacement;
• Reshipment; or
• Refund,

depending on product availability, customer rights and the circumstances of the shipment.

Delivered but Not Received

If tracking indicates that a parcel has been delivered but the customer cannot locate it, we recommend checking:

• The delivery address;
• Safe locations around the delivery property;
• Other household members;
• Building reception;
• Neighbours where appropriate; and
• Carrier delivery notifications.

Customers should then contact us if the parcel remains missing.

We may request reasonable information to investigate the delivery.

Damaged Parcels

If a parcel arrives visibly damaged, customers should retain the product and relevant packaging where reasonably possible and contact:

info@soufeel.shop

Customers may be asked to provide photographs of:

• The damaged product;
• Outer packaging;
• Internal packaging; and
• Shipping label.

This information can assist us in investigating carrier or fulfilment damage.

Requesting such evidence does not remove statutory rights.

Incorrect Products

If the customer receives an item different from the item ordered, please contact:

info@soufeel.shop

We will assess the order and arrange an appropriate remedy.

Customers should not be required to bear reasonable return costs for a product incorrectly supplied by us where applicable law requires us to bear those costs.

Partial Deliveries

An order containing multiple products may occasionally be delivered in more than one parcel.

Where this occurs:

• Parcels may arrive on different dates;
• Separate tracking numbers may be supplied; and
• One parcel arriving before another does not necessarily mean that part of the order is missing.

Customers may contact us if all parts of the order have not arrived within the expected timeframe.

Failed Delivery Attempts

Carriers may attempt delivery more than once or may direct a parcel to a collection point.

Customers are responsible for following reasonable carrier collection or redelivery instructions.

If a parcel is returned because the customer supplied an incorrect address, refused delivery without communicating a cancellation or failed to collect the parcel, we will assess the situation before determining whether reshipment, cancellation or refund is appropriate.

Mandatory consumer rights will remain unaffected.

Personalised Products and Delivery

Personalised goods may need to be manufactured or prepared specifically for the customer.

Customers should ensure all personalisation details are correct before ordering.

Production requirements do not remove our obligation to provide clear delivery information.

The standard estimated delivery period remains 15–20 calendar days unless a different timeframe is clearly communicated and agreed for a particular product before purchase.

Cancellation During Shipping

If an order has already been dispatched, it may not be operationally possible to intercept it.

Where a statutory cancellation right applies, the customer may still exercise that right in accordance with our Return and Refund Policy.

Different rules may apply to genuinely personalised or custom-made goods.

Risk During Delivery

Responsibility for goods during delivery will be determined in accordance with applicable consumer law.

Nothing in this Shipping Policy is intended to transfer delivery risk to a consumer earlier than permitted by law.

Free Shipping and Refunds

Because all standard orders receive free standard shipping, customers are not charged an outbound standard delivery fee.

Where an order is lawfully cancelled, there will therefore normally be no outbound standard shipping payment to reimburse.

Return-shipping costs are addressed separately in our Return and Refund Policy.

Changes to Shipping Arrangements

We may update carriers, fulfilment providers or logistics arrangements from time to time.

Any change affecting a material delivery term for a particular order will be handled in accordance with applicable consumer law.

Contact

For shipping, tracking or delivery assistance:

soufeel.shop
Email: info@soufeel.shop

Free Standard Shipping: All Orders
Estimated Delivery: 15–20 Calendar Days