FAQ

Helpie FAQ

SHIPPING

  • WHAT SHOULD I DO IF THE CUSTOMS ASK ME FOR FURTHER INFORMATION?

    Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact our Customer Service team with your order number and tracking number using the details below. We will do our very best to help resolve the matter as swiftly as possible.

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  • WILL I GET NOTIFIED WHEN THE PRODUCT IS DISPATCHED?

    A dispatch confirmation email will be sent once your order has been shipped. This email will also contain your tracking information.

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  • WHAT IF I AM NOT HOME WHEN MY PRODUCTS ARE DELIVERED?

    Should you be unavailable to sign for the parcel you can select from a number of options including, collection from Depot, leave in a safe place, deliver with a neighbor. These services are provided by DHL.

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  • WHAT IF I NEED SOMEONE ELSE TO SIGN FOR MY SHIPMENT?

    It does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

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  • DO YOU SHIP TO PO BOX ADDRESSES?

    No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

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  • WHICH COURIER DO YOU USE TO SHIP?

    We ship worldwide by DHL. We reserve the right to use discretion in circumstances where it makes more sense to use an alternative delivery method.

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  • HOW CAN I TRACK MY PARCEL?

    You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number issued by the chosen shipper. You can access their official website to check your parcel delivery details.

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  • HOW CAN I CHANGE MY SHIPPING ADDRESS?

    By default, the last used shipping address will be saved into to your ShellSoul account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.

    Please note, due to the speed at which our Dispatch team work, we can make no guarantees to change addresses prior to shipping. If an order has been locked for processing by the Dispatch team or completed we are unable to amend the shipping address.

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  • WHAT IS MY SHIPPING COST?

    Options:

    1. DHL Freight: Flat Rates for various regions, shipment will be calculated at Checkout. Shipping takes around 10 days time.

    2. Hong Kong Post: Free Shipping in 3 Days

    PLEASE NOTE:

    a. Any customs or import duties may be charged once the parcel reaches its destination country. The recipient of the parcel must pay these charges. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

    b. The customer takes full liability and responsibility for all postal charges, return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes.

    c. Please note – we cannot undervalue orders, or mark them as a gift

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  • WHERE DO YOU SHIP? HOW LONG DOES SHIPPING TAKE?

    We ship almost worldwide.

    Shipping time varies depending on the chosen Shipper:

    1. DHL (global): around 10 Working Days

    2. Hong Kong Post (Hong Kong): around 3 Working Days

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