We generally need 2–3 business days to process your order. During public holidays or high-volume periods, processing may take a little longer.
Please note that customs inspections, postal service delays, and pending payment authorizations can also extend the total delivery time.

For urgent requests, please contact our team to arrange a special handling.

We ship with SF Express to ensure fast and reliable delivery.
Estimated delivery times range from 2 to 15 days, depending on your destination.

Your tracking number will be included in the shipping confirmation email.
You can follow your shipment anytime through our Tracking Page.
Please note that carrier tracking details may take 1–2 business days to appear after your order has been dispatched.

If you have any issues with your order, please email us at hello@soulartshop.comand include your order number, contact information, and a brief description of the problem. We’ll do our best to assist you.
Please note that if your order has already been dispatched from our warehouse, we are unable to change the delivery addressor make any other modifications to the order.

We want you to feel confident shopping with us. We accept returns and exchanges in the following situations:

• You received a faulty item
• You received a defective item
• The item was damaged during delivery

To qualify for a return, the item must be unused, in its original condition, and in its original packaging.

Please contact us at hello@soulartshop.com with your order details. Our team will arrange a courier pickup for you.
If you are located in Hong Kong, you may also return the item to our store by mutual agreement.
Remember to keep the item unused and in its original packaging.

Before the courier leaves, please open the package and check the contents. If the package is not checked upon delivery, we may not be able to process a refund.
We can only accept return or exchange requests made within 7 days of receiving your item.

Once your return has been received and inspected, we will notify you of the approval or rejection of your refund.
If approved, the refund will be issued to your original payment method within 7 working days. If you do not receive it after this period, please check with your bank first.

We accept order cancelation within 12 hours upon placing the order. Please email us your order number and contact number.