POSTAGE AND SHIPPING INFORMATION
Orders placed before 10.00 am AEST will receive same day dispatch. If orders are placed after 10.00 am AEST they will be shipped the next Business Day.
TRADE & WHOLESALE CUSTOMERS
Orders can take up to 5 Business days before they are dispatched.
Please note that we use an external courier service, which means we are not able to stipulate a specific delivery time. All deliveries are made between 8.00 am and 5.00 pm Monday to Friday. Once your order is dispatched from our warehouse and is with the external courier company we have no control of external issues that may arise. We will do our best to find out as much information as possible regarding your delivery however we will not be held liable if the delivery is late.
Once your order has been shipped from our warehouse the delivery time is approximately:
- On the Eastern Seaboard (Sydney, Brisbane, Melbourne) within 1-3 business days
- In NT, SA, TAS, WA and other remote locations within 3-7 business days
Once your order ships you should receive a confirmation email with tracking information so you can track it online and get an up to date ETA from our courier.
We can ship to most addresses in the world. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page.
Each customer shall be solely responsible for all sales taxes, or other taxes, on orders shipped to your destination; we will not be liable for these charges. We also reserves the right to withhold the freight charges and the cost to have the items returned back to us if the items ordered are not cleared by the customs at the destination country.
All pricing applicable to non-Australian addresses is the same as our local GST inclusive prices.
AUTHORITY TO LEAVE
If you select the option to leave order without signature, you are giving the consent for your parcel to be left at the premise without obtaining a signature as proof of delivery. The benefit of delivering parcels with authority to leave is that the parcel will almost always be delivered on the first attempt. This means that the receiver doesn't have to arrange a redelivery or collect the parcel from a local collection point. This option is to be selected at your own risk as we cannot take responsibility for the safety of your parcel once it has been left as requested.
RETURN & EXCHANGE
If for any reason you are not completely satisfied with your purchase, you are entitled to one refund, exchange or a store credit within 30 days of purchase. To be able to return and exchange we will require the proof of purchase and the items must be unused and in original unopened, undamaged and resaleable condition. Due to safety and authenticity of our products, we cannot accept opened / used products. Soile™ reserves the right to deny a refund to products that have been previously used.
It is important to contact us prior to returning the items to obtain an RMA (Return Merchandise Authorisation). Once the return has been received at our warehouse and gone through the inspection process, you will be notified by email within 10 working days. If approved, we will issue a credit to your customer account, bank account or credit card which was the original payment tender and notify you of the progress via email. This process normally takes 3 – 5 working days. Your bank may take additional days to clear the funds back into your account – please check this with your financial institutions.
For unwanted merchandise the cost of return shipping shall be the responsibility of the customer.
We will do our best to keep our customers happy. Please choose carefully as refunds are not normally provided where you have simply changed your mind or purchase incorrect items. The decision to offer refunds will be made at our absolute discretion.
For products purchased from a stockist, please consult their store policies. Special promotional items are considered final sale.
DAMAGED OR INCORRECT ITEMS RECEIVED
If you receive damaged or incorrect items in your order, please notify us within 7 days of receiving your order. For damaged items we will require the relevant information and preferably clear photo(s) showing this to be forwarded to email@example.com. Once we issue you with an RMA (Return Merchandise Authorisation), the items need to be sent back to us at our cost.
Once the warehouse has received the return, we will issue you with a credit to your customer account, a refund or re-send the new items out to you. This process will normally take between 3 – 5 working days. Your bank may take additional days to clear the funds back to your account – please check this with your financial institutions.
PLEASE ALSO SEE OUR FAQs PAGE FOR USE OF VOUCHER / ONLINE GIFT CERTIFICATE TERMS & CONDITIONS