ORDERS

All orders are processed within 2-3 business days and shipped out using a fully tracked courier service.

Please allow 5-15 business days for delivery*

PLEASE NOTE: Due to the worldwide pandemic, some orders are experiencing shipping delays.

Once an order is on its way, you will be sent a shipping confirmation email containing your tracking number so you can keep an eye on progress.

You can also check the status of your order using our order tracking page here.

Tracking information can take a few days to appear.

If you don't see any tracking updates (or see 'tracking does not exist') please do not worry - it can take a few days for the system to update with the courier's information

If after 20 business days of your order date you still cannot see any updates please contact us at hello@satisoul.com and we'll help you out

All orders are processed as quickly as possible once received.

If you wish to make changes to your order you must inform us via email at hello@satisoul.com

Your change request must include the following information:

Subject Line: Order Change Request

Your order number

The name and email address used to place the order

If your order has already been processed we can no longer make any changes.

Shipping

We currently offer FREE shipping on all orders over $35. Otherwise, a flat rate of $4.95 is charged.

All orders are processed within 2-3 business days and shipped out using a fully tracked courier service.

Please allow 5-15 business days for delivery*

PLEASE NOTE: Due to the worldwide pandemic, some orders are experiencing shipping delays.

Yes we do!

If you place a large order, it may be sent out in multiple shipments to get the products to you as quickly as possible.

Payment

We accept payment by PayPal, Visa, MasterCard, American Express and Apple Pay

Satisoul processes payments using the Stripe payment gateway. Stripe is certified to PCI Service Provider Level 1, the most stringent level of certification. We take security very seriously, all payments are verified by Stripe to prevent fraud.

RETURNS

If you need to return your item for a refund or exchange you must notify us via email at hello@satisoul.com within 30 days of receiving your package (according to the tracking information).

After 30 days we can no longer offer you a refund or exchange.

To be eligible for a return or exchange your item must be in the same condition that it was in when you received it. It must also be in the original packaging.

We cannot accept returns or exchanges for the following items:

Intimate or sanitary goods

Health and personal care items

The following information is required to process your request:

Your order number

The name and email address used to place the order

Reasons for return/exchange (and a link to the product on our store that you'd like to exchange your product for if appropriate)

Please send the above information to us via email at hello@satisoul.com

Our customer service team will provide you with the relevant information to return your package.

As we are an international company and ship our orders worldwide, we utilise a global returns centre in China.

All non faulty returns are made at the customer’s cost and are not covered by the 100% Money Back Guarantee. We recommend using a trackable return shipping service. Satisoul are not liable for any parcel lost during its return shipment to us

In the rare event your product becomes faulty or you receive an item with defects, you can request a replacement by notifying us via email at hello@satisoul.com within 30 days of receiving your package (according to the tracking information).

After 30 days we can no longer offer you a replacement.

Faults caused by the following reasons are not covered:

Improper usage, storage, or handling of the item

Using the item in a way that it was not designed for

Damage caused by impact, shock, sand/dust/dirt, dampness, leaking batteries, fire, theft, attempted theft, vandalism, corrosion, frost, flooding, earthquakes, lightning, or other adverse weather conditions

Any accidental or malicious damage

The following information is required to process your replacement request:

Your order number

The name and email address used to place the order

Photo or video evidence clearly showing the fault

If the case is deemed valid we will cover all costs to deliver a replacement as quickly as possible

STILL NEED HELP?

Click here to visit our contact form. Alternatively, you can email us at hello@satisoul.com.

One of our team will be in touch within 1 business day, we're available Mon-Fri 9-5 EST