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HOW DO I KNOW THAT MY ORDER IS SUCCESSFUL?
We will send you an email to confirm that your order is well received, as is being processed. Another dispatch email will be sent once our order has been packed and ready to leave our warehouse.
MY RECEIVED ORDER HAS A PROBLEM.
If you have any problems with your received order, you can contact us via the “contact us” page of our website, or send us an email via [email protected] Please make sure you include your order number in the email.
CAN I CHANGE OR CANCEL MY ORDER?
If you change your mind, you have the option cancel your order if the order is not being packed. To cancel your order, please follow the steps below; Log in to your ShellSoul account. Go to your order history. Select the order you want to cancel. If the order is still being processed, there will be a ‘CANCEL ORDER’ button showing at the bottom of the order summary. Please select this button, you will then be asked again to confirm your cancellation request. To continue cancelling your order select ‘CANCEL ORDER’ again. If you do not wish to cancel your order, select ‘No, return to order’. We cannot undo a cancelled order. If you again want the product, please place the order yourself again. Please remember, this self-cancellation is only available for order still being processed. If the ‘CANCEL ORDER’ button is not showing at the bottom of the order summary, the order is locked for processing and can no longer be cancelled. If you have already received your goods then you may return them in accordance with the our Returns Policy.
WHERE IS MY ORDER?
If your order has not arrived within the confirmed time then please check the following: 1. that you have received a dispatch confirmation email from us.
- Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.
- Sign in and check your account on the ShellSoul website and check if your delivery address is correct and if your contact details are up to date
- Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.
- Check no one else living or residing in your provided place has taken receipt of your parcel. If you still can’t locate your parcel then please contact us with your order number to hand. We will endeavour to find your parcel straight away.
WHAT IS MY ORDER STATUS?
Please find the list below showing your particular order status:
– Processing – payment for your order is received and it has been created.
– Order Received – We are about to process your order.
– Complete – Your order is packed and will arrive with you in the specified time frame. Please note, your order cannot be amended at this stage.
– Refunded – A refund has been made for your order.
– On Hold – Some matter is happening with your order. We will contact you as soon as possible to notify you of any issues.
– Pending – You order is waiting to be processed. Should there be any issues, we will contact you at the earliest.
CAN YOU CONFIRMED THAT YOU HAVE RECEIVED MY RETURN?
Returns will be processed within 2 working days of receiving them. You will be notified by email once the return is complete. We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it. Should you have any queries about your return, please feel free to contact us.
HOW LONG WILL IT BE BEFORE I GET AN EXCHANGE?
We aim to process returns within 7-10 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 7 working days. The overall expected time for an exchange can be up to 10 days upon receipt of the item.
REFUND & RETURNS
WHEN WILL I BE ABLE TO GET MY REFUND?
Once received, it would take 7 working days. Once your return is checked and meets our refund criteria, your refund will be reach your account in 48 hours depending on your card issuer.
WHAT IS YOUR ONLINE RETURNS POLICY?
If you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition. Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging.
We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. Ensure your return is well packaged, and meets all the conditions outlined at the bottom of this page. Packages returned to us can take up to 5 working days to arrive back to us. Please be patient.
You may return to the following address:
Flat K 17/F Universal Industrial Centre
19-21 Shan Mei Street
Fo Tan, Shatin Hong Kong
Returns Terms and Guidelines
All returned items must be unworn, unwashed, complete with original tags and/or packaging if applicable. We are not responsible for the return shipping costs of the items. All Items must be in original, resalable condition. Please make sure all returned items are well packaged, so as not to be damaged in the post. If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused. Please make sure all return packages are sent with a trackable, insured service. We cannot take responsibility for items damaged or lost in the return transit. ShellSoul is NOT responsible for any return custom charges made. Please make sure that the returns form is enclosed with your goods – no form may result in your return not being processed. Please refer to our Terms and Conditions for further information on returns.
WHAT IS YOUR RETURN ADDRESS?
Our return address is:
Flat K 17/F Universal Industrial Centre 19-21 Shan Mei Street Fo Tan, Shatin Hong Kong
THE PRODUCT I ORDERED HAS A DISCOUNT NOW, CAN I GET A REFUND ACCORDING TO THE DIFFERENCE?
An an online store, we change our prices according to trends, demand and stock. As a result we cannot refund the difference of the price of your purchased item when it goes on sale. We understand the frustruation this creates.
That is why you can return the product for a full refund based on our return policy and repurchase a discounted product on site. However we cannot gaurantee that the product is still in stock.
ARE YOUR PRODUCTS GENUINE?
Yes, we are licensed to stock the products we showed. They are 100% authentic.
CAN YOU PROVIDE MORE INFORMATION OF THE PRODUCT?
Yes, send us an email to enquire about a particular product.
WILL YOU RESTOCK A PARTICULAR ITEM?
We always try our best to restock the item. However due to the limited edition nature of a certain products, it might not be always the case. You could always contact our Customer Service team to enquire about a restock of a certain size of a product.
We always make sure to provide valid sizing information to you as we know the importance of it when purchasing products online.
You can always find such information on the product description.
For Footwear, all sizes are in US sizes. Please note that actual sizing of brands varies.
Send us an email if you have any enquiries about a product at [email protected]
HOW DO YOU MAKE SURE IT IS SAFE FOR ME TO ORDER ONLINE?
Our store operates under Woocommerce platform. The security of WooCommerce is beyond question. Its dedicated team of developers as well as volunteers around the world (because WooCommerce is open source plugin) keep it tightly secured and safe. Still, if you have any questions then please send us an email.
WHEN I WILL BE CHARGED FOR MY ORDER?
Your order will be charged within 1 working day once your order is placed.
WHAT PAYMENT METHODS DO OU ACCEPT?
We currently accept Paypal, Visa, MasterCard, ApplePay via STRIPE.COM
WHAT CURRENCIES DO YOU TAKE?
We take payments in the US Dollars only at the moment.
For some countries, an approximate conversion price from USD to the local currency is displayed. These local currencies are for display purposes only and are calculated based one daily exchange rates.
Please note that banks may charge you an International Transaction Fee.
Please also note that Paypal has their own exchange rate and the final rate of the product is shown right before a Paypal payment confirmation.
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.
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.
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.
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.
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.
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.
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.
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.
WHAT IS MY SHIPPING COST?
- DHL Freight: Flat Rates for various regions, shipment will be calculated at Checkout. Shipping takes around 10 days time.
- Hong Kong Post: Free Shipping in 3 Days
- 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.
- 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.
- Please note – we cannot undervalue orders, or mark them as a gift
WHERE DO YOU SHIP? HOW LONG DOES SHIPPING TAKE?
We ship almost worldwide.
Shipping time varies depending on the chosen Shipper:
- DHL/Hong Kong Post (global): around 10 Working Days
- Hong Kong Post (Hong Kong): around 3 Working Days