🌍 FREE WORLDWIDE SHIPPING 🌎

FAQs

COVID-19 UPDATE

We are dispatching orders on time, however, deliveries may take longer due to global shipping delays as a result of COVID-19. Thanks for your patience!

 

1. Do you deliver orders to my country?
We ship worlwide.

If for any reason you can't make an order to your country, please get in touch with us at info@soulsevenstore.com

2. How long does delivery take?
Our orders are dispatched within 2 to 3 business days. Once they are processed, you will receive an email confirming your order status. We ship from Portugal.
Our Estimated Delivery Times are as follows:

Estimated Delivery Times
Europe/UK: 5-15 working days
USA/Canada: 10-20 working days
Rest of the world: 20-45 working days



Please allow an additional week as we often have very busy periods, and there are also postal and logistical delays that are out of our control.

3. Where do you ship from?
Our cork collections are all made in and shipped from Portugal.

 

4. How can I track my order?
We offer free worldwide shipping, regardless of your order value. However, we are only able to offer the shipping fee without a tracking number.

Should you wish your order to be sent with a tracking number, please select that option at checkout. Note that this has an additional cost.

Please also note that delivery time is exactly the same, with our without tracking number.

After your order is dispatched, you'll receive a shipping confirmation email. In case you have chosen your order to be shipped with a tracking number, you will also receive that information. If for any reason your tracking number doesn't work, please reply to the email and we will be happy to assist you.

 

5. Can I cancel my order? 
Yes, if your order hasn't been sent yet, please contact us and we'll be happy to cancel your order. Orders that have already been dispatched cannot be cancelled system wise. However, please contact us and we'll guide you through our return and refund process.

6. Can I change my order? 
Yes, if your order hasn't been sent yet, please contact us and we'll be happy to change your order. Unfortunately, orders that have already been dispatched cannot be changed.

7. What if my order is lost or damaged?
We will happily replace or refund lost or damaged orders free of charge.

8. Are all of the products in my order sent together?

Products are occasionally sent separately to reach you as quickly as possible, to avoid additional charges or because they are being sent from separate distribution centers.

9. What happens if I receive the wrong item?
If there’s an issue with your order -- if it’s the wrong size, wrong color, defective, or otherwise not exactly what you wanted -- then simply notify us, send us a photo of the item and we’ll give you a refund.

10. Can I return my order? 
Absolutely! Returns can be made up to 30 days after receiving your order, as long as they're unused and in their original packaging. To initiate a return, please contact us and we'll provide you with the closest returns address to you. Once we've received your return, we'll email you with a refund confirmation.


11. Do you offer exchanges?
Yes, exchanges can be made up to 30 days after receiving your order,  as long as they're unused and in their original packaging. To initiate an exchange, please contact us and we'll provide you with the closest returns address to you. Once we've received your return, we'll email you once your exchange order has been dispatched. 
 
OTHER QUESTIONS
Please use our Contact Form or email us at info@soulsevenstore.com
 
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