Celebrating the Divine You, Through Alchemy in Fashion, Soul-art & Accessories.

FAQ

Shipping within Australia?

There’s Regular Post that can take 3-5 days depending on where you’re located within Australia. Depending on the time the order comes through with time zone delay, some orders may take 24 hours to process. Most orders will be shipped out within a day of ordering (except for weekends and Australian public holidays).

Want your parcel by a particular date? Then choose the Express Post option.

We’re happy to offer Free Standard Shipping on orders over $100 within Australia only.

 

Shipping International?

International Standard Shipping can take anywhere from 2 weeks to 6 weeks depending on your amazing location. Also customs policies vary widely from country to country; therefore, International customers outside Australia may be liable for any customs and import duty and taxes, product restrictions, quotas, permits, and other local requirements. We suggest that you check the requirements in your country before placing an order.

Any charges assessed by customs, are the responsibility of the customer. We will not be liable for any custom or import duties. 

 

 

How much will be customs fees be? 

Since it varies for every country it’s best if you get in touch with your local customs office to find out BEFORE you purchase, just so there’s no nasty surprises and so you don’t think it’s us, it’s totally the government.

 

Will my order be tracked? 

If you're an Australian customer then yes!
If you're an International customer and would like tracking, please make sure you select the Express International Shipping (TBA) for tracking. If you choose Standard International Shipping you won't get any tracking. 

 

Shipping Method

Estimated Delivery Time

Price

Standard Shipping 

5-7 business days

$7.95 AUD

Standard Shipping 
orders Over $100 AUD

5-7 business days

FREE!

Express Post*

2-3 business days

$10 AUD

International Shipping

2-6 weeks

TBA

International Shipping Express

2-6 weeks

 TBA

*Express Post – Orders placed after 4 PM AEST will not ship until the next business day.

 

RETURNS

So your item doesn’t fit, or you’re not that in love with it and you want to return it. Please follow the instructions below.

When you get your item, you have 30 days to get it back to us.

All items need to be in their original condition, unworn with the tags still intact. In regards to the bodysuits, the sanitary/hygiene sticker MUST still be attached in unused condition. If there's signs of it being worn, then unfortunately we can not accept the return.

Send an email to info@souldelmar.com with your order number and reason for the return and we’ll send you further instructions and postal address for the return. Once you have your email from us (check your junk mail in case you haven’t received it), then post your item back to us.

You can choose to have a refund or store credit with us. All refunds are processed back through to your original payment method. If you have paid with a gift card/store credit, we will issue you with a new gift card. 

Once you have been issued with your return (either credit/refund) we are unable to change this.

** Customers note: that ALL postage costs must be covered by the customer, unless the garment is faulty.

 

What if the item is faulty?

We pride ourselves on strict quality control, so if your item is faulty, we sincerely apologise. If the item isn’t up to standard, please email info@souldelmar.com and we’ll do everything to fix the problem.

 

Can I return sale items if it doesn't fit or I change my mind?

Unfortunately not. Sale items can only be returned if they are faulty.

 

When Will I Be Refunded?

Your return will usually be processed within a week after receiving the item. We’ll send you an email to confirm once the return has been completed.

 

Want to exchange the size?

Ordered the wrong size or color? No worries! If you need the same item in a different size or color we are happy to exchange the item. Please note that returned items and exchanges are at the expense of the customer.

Please note: If you requested an item for exchange that we no longer have available, we’ll process a return instead. If this should happen, you’ll receive a return email to notify you about the return.

Follow the directions on the back of your packing list. Pack all items in a secure box or reuse the original packaging and enclose the packing list with your items.

Your packing list will include a pre-addressed return label.

Send the item back to us at Soul Del Mar, to process your return.

** Customers note: that ALLl postage costs must be covered by the customer, unless the garment is faulty.