FAQ's
Please note that the following Shipping and Return Policy applies to all purchases made through our business channels. This includes orders placed through our website, Instagram Live sales, TikTok Live sales, Facebook sales, and all in-person purchases. By completing a purchase through any of these platforms, customers acknowledge and agree to the terms outlined below.
☼ Where Are You Located? We are located in New York, USA.
☾ Do You Ship All Over the USA? We ship to all over the USA and Puerto Rico & Mexico.
☼ What Is Your Return Policy ? We have a strict policy of NO RETURNS. All sales are final, especially clearance items.
☾ What is Your Shipping Policy ?You are fully responsible in providing your address. If there are mistakes on your end and do not contact us before shipping out, we won't be able to replace your item. If for some reason your item gets stolen, lost along the way we will do our best to help you, but you need to contact your postal service since they are the ones who handle the packages. If there was a mistake on our end, we will replace the item or give you store credit. Please make sure that your item did not get shipped with a neighbor before contacting us about (item delivered but not here) and talk to your mail lady/man. We have had many customers freak out when their item has been wrongfully delivered to the wrong address and been brought to them the next day. Sorry but we do not have control over what happens in the process. We will try our best to help you with what we can on our part. Make sure to always check that you provided the correct address as well.
☼ What Do I Do If My Package Says Delivered and Its Was Not ? Like mentioned before, it is your responsibility to make sure that you entered your address correctly before contacting us. Make sure you give the post office at least 2 days before contacting us because they make mistakes and still have it in their possession. You do have 7 days to contact us about your missing packet. It makes it really hard for us to help you if you do not reach out to us ASAP. So, make sure 1. that you verify address, 2. give time to post office (2-3 days), 3. Contact us to let us know within 7 days after shipping, 4. Contact your post office to check where your packet may be (I will do the same). 5. Check with your neighbors! Apartment addresses: check with your front office they may have it.
☼ How does Pre- Orders Work?
If an item has Pre - Order written before it please note the item is currently being made. It helps us let us know around how many of that specific item need to be made. Pre order has a ship time to be sent 21-40 days. Please note due to items being handmade the shipping time can be delayed we want to be able to give you the best quality in items.
☾ Do we cover stolen or lost orders?
If your order gets lost or stolen in transit or on your proper please contact the shipping provider. USPS and UPS insure all our deliveries and they will help you recover damages. We do not cover lost or stolen items.
☼ How long does shipping take?
You will typically receive your items in 7-10 (excluding Pre-Order Items) business days excluding weekends and holidays or delays by UPS or USPS. This means we try our best to ship IN STOCK items within 48 hours excluding weekends and holidays. And delivery time typically takes 7-10 business days. Our preferred shipping method is USPS or UPS depending on the amount of items being shipped. If your order contains both in stock and pre-order items your order will ship when all items are available.
☾ Do you ship internationally?
YES! If you have specific questions please email us at shopsoleiazul@gmail.com
☼ Sent Wrong Item or Damaged Item?
In the unlikely case of a damaged item or if you received the wrong item please email us at Shopsoleiazul@gmail.com within 7 days to correct the issue. We cannot help you after a week or if the item has been worn/used/washed. We are not responsible for wear and tear.