Soul by Solange

Traditional Portuguese Ceramic Designs and Creations

Frequently Asked Questions

Frequently Asked Questions

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.
We ship only through the Portuguese Post Services (CTT.pt) Many of my items include free shipping! Seldom some items might carry shipping.
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.
Each order shipped comes with a tracking number. Here is the link where you can follow your item.
PLEASE NOTE that we cannot control and/or take responsibility for any duties/taxes/other fees that are 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.
akes 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 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)
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
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 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. 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.
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

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