Frequently Asked Questions

Do you need help?

I am frequently online and can help you with any issue you have.
On the lower right side of the screen, you can find a chat bubble.
Once you click a chat window will open and we can chat about the issue and how to solve it.
In case we are not online, you can always email us  and we will answer you as soon as possible.

How to contact me?

You can contact me using the following:
Online chat – I am sometimes online and you can reach me by clicking on the live chat button in the low right corner.
Email –In order not to have spam messages, please email to this email address:
info @SoulBySolange com
Telegram or Signal– use the phone number (351) 934144870 and chat with my husband, Izhar, or me.

Write your correct address

Please make sure your address is correct, and it is advisable to add your phone number for the delivery.
If an order is returned to us due to an incorrect address, the customer will pay additional charges for re-sending the package once again.

How long does the shipping take?

[EUROPE SHIPPING] – Delivery take normally between 4 to 7 working days to arrive.

[NORTH AMERICA SHIPPING] – Delivery to North America take normally between 7 to 14 working days to arrive.

[ALL OTHER COUNTRIES] – Delivery to other counties usually take between 14 and 28 working days to arrive. But please note that sometimes it could take even more time.

SHIPPING DELAYS: Please be patient. The Portuguese Post gives estimated time frame and does its best to ensure you receive your package on time. Occasional delays do occur, and they may be caused by weather conditions, mechanical problems, or simple human errors.
(especially these days with the COVID-19 problems)

What is your refund policy?

We accept returns and exchanges if these are not personalized items. Just contact us within 3 days of delivery, and ship items back to me within 7 days of delivery.

I accept a cancellation within 4 hours of purchase. We use this short notice because I sometimes start the process immediately in the case of a personalized item, or if it is a ready made item, it might be shipped promptly. If your cancellation comes after we shipped it can’t be cancelled. 
The following items can’t be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, we can’t accept returns for:

  • Custom or personalized orders
  • Intimate items (for health/hygiene reasons)
  • Items on sale

Conditions of return
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. 

Prices of Shipping?

We ship only through the Portuguese Post Services (CTT.pt)
Our prices include free shipping!
Seldom some items might carry shipping

Do I ship with a tracking number?

Each order shipped comes with a tracking number.
Here is the link where you can follow your item.

Do you have to pay taxes?

Package shipped internationally may be subject to import taxes, customs duties, and/or fees imposed by the destination country.
We are collect local VAT (sales tax in Portugal), which is included in our prices.

PLEASE NOTE that we cannot control and/or take responsibility for any duties/taxes/other fees that applied to your package by local customs authorities once it reaches your country. You will be responsible for those additional fees for customs clearance.

Why do we take so many days to ship your order?

Your item is being produced and painted by hand. Besides the time it takes to prepare it, the item needs to be baked in our kiln (a high temperature ceramic oven) that takes many hours and a lot of energy. We need therefore to utilize the oven’s space the best we can, and that is why some days may pass until we have a full oven
I normally ship between 9 to 14 days after receiving your order

What currency do we use for our prices?

All prices are listed in Euros. You have a currency picker that let you see the current price in the currency you choose.
Please note that your credit card company will automatically calculate the exchange rate and they may charge you an international fee for your order.
To find out more information about the conversion rates your credit company uses, we recommend you contact them prior to placing your order

How safe is your data?

We never have your credit card or PayPal data on our server and website.
We only store your name and address so we can mail you the items you bought. This information is very secure because we are using high-level SSL encryption technology.

We do not store your credit card data. Absolutely not.
Your credit card details are not stored on our servers. The information goes directly from your computer to our payment service provider.
We use both PayPal and Stripe. Both are highly secure and with excellent reputation

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