Frequently Asked Questions

On the lower right side of the screen, you can find a chat bubble. It is visible once I am online to help you with your questions.
Once you click, a chat window will open, and we can chat about the issue and how to solve it. If I am not online, you can always email me, and I will answer you as soon as possible.
We ship only through the Portuguese Post Services (
Many of my items include free shipping, but some items show the shipping charges.
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
TYo connect via Telegram or Signal– use the phone number (351) 934144870 and chat with my husband, Izhar, or me.
Each order that I ship comes with a tracking number, and I usually use the Portuguese Post. Here is the link where you can follow your item:
Sometimes I ship with DHL if the package is heavier. You can track the box on their website
The EU Market - Selling items inside the EU market has no added taxes for you to pay.
Rest of the World - PLEASE NOTE that we cannot control or take responsibility for any duties/taxes/other fees applied to your package by local customs authorities once it reaches your country. You will be responsible for those additional fees for customs clearance.
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.
It takes days to prepare your article for shipping.
First, it takes some days to create the item. Then I need to let it dry for some days. Once it is dry I fire it the first time in the kiln, then I paint it, and fire it the second time in the kiln.
I bake the item in our kiln (a high-temperature ceramic oven) and that takes many hours and a lot of energy.
We need 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 18 days after receiving your order
[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 takes 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 an 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)
Portugal uses the Euro as its currency, so we have our prices in Euros.
Once you get to the product page, you can see the price in several currencies (an estimate).
Your credit card company uses an exchange rate to calculate the sum they will debit you, and they may add an international fee on top of the price.
To find out more information about the conversion rates your credit company uses, we recommend you contact them prior to placing your order
I accept requests for cancellation within 12 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 canceled.
I will refund money only if the article was not per what was ordered., or was damaged when received. Due to the fact that my creations are either personalized or are jewelry items that, for health issues, can not be returned or resold.
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. I always deduct the shipping costs I paid to ship the article to the buyer.
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 an excellent reputation