FAQs
Soivelle – Frequently Asked Questions
Do you ship worldwide?
Yes, we ship worldwide.
Will my order be shipped in multiple parcels?
Orders with multiple items may be fulfilled in separate shipments to speed up delivery. You’ll receive tracking for each parcel (if applicable).
How long will my order take to deliver?
Most orders arrive in 8–10 business days after dispatch. Processing typically takes 1–2 business days. Delivery times can vary by destination and carrier.
Will I have to pay any customs fees?
Customs duties and import taxes (if any) are assessed by your local authority and are the customer’s responsibility. Soivelle does not control these charges.
What are my payment options?
We accept major cards (Visa, MasterCard, American Express), Shop Pay, Apple Pay, Google Pay, and PayPal. Availability may vary by region.
What are my delivery options?
We currently offer a standard shipping service, which is free on most orders. Expedited options may appear at checkout when available.
How secure is your site?
Payments are processed via Shopify Payments (powered by Stripe) and/or PayPal. Shopify Payments is certified to PCI DSS Level 1, the most stringent level of certification. We use SSL encryption and follow industry best practices to protect your data.
Can I amend my order?
Contact us as soon as possible after placing your order. We aim to ship within 1 business day, so changes aren’t guaranteed. Please double-check items, sizes, and address at checkout.
Where is my order?
You’ll receive a dispatch email with tracking details once your order ships. Tracking may take 24–48 hours to update after handover to the carrier.
How do I track my parcel?
Use the tracking link in your shipping confirmation email. You can also visit our Order Tracking page and enter your details.
When will I receive my parcel?
After your order becomes trackable, typical delivery is 8–10 business days. High season, customs inspections, or remote areas can add time.
Can I return or exchange an item?
Yes. We offer a 30-day return window from the delivery date for eligible items. Please review our Refund Policy and contact us before returning your item so we can assist.
What if I received a faulty item?
If you notice a fault, please contact us within 7 days of delivery with your order number and photos. We’ll resolve this quickly.
How do I contact support?
Email us at info@soivelle.com. Our team typically replies within 1 business day.