Shipping Policy

At Soul Pet Studio, each order is carefully prepared and many of our products are custom made. This means shipping times can vary depending on the product type, customization details, destination, and carrier conditions.

If you have any shipping questions before ordering, please contact us:

Email: [email protected]
WhatsApp: +44 7740530337

1. Order Processing Time

Because many of our products are personalized and handmade, orders usually require processing and production time before shipment.

Processing time may include:

• reviewing your submitted pet photos;
• confirming customization details;
• design, drawing, felting, carving, or other handmade production work;
• quality checks;
• packaging preparation.

Estimated processing times may vary depending on:

• the product type;
• the complexity of the order;
• the number of pets included;
• customer response time for confirmations or revisions;
• holiday periods or peak order volume.

Unless otherwise stated on the product page or agreed in writing, all timelines provided are estimates only.

2. Shipping Time

Once your order has been completed and dispatched, delivery time will depend on:

• your destination country or region;
• shipping method selected or offered;
• customs clearance;
• local delivery carrier performance;
• weather, public holidays, and other transport conditions.

Estimated transit times are provided for guidance only and are not guaranteed.

3. Delivery Timeframes

Where no specific delivery timeframe has been agreed, we aim to dispatch and deliver orders within a commercially reasonable time. For UK consumer sales, goods generally must be delivered without undue delay and, unless otherwise agreed, within 30 days of the order.(gov.uk; legislation.gov.uk)

For custom-made products, delivery timing may be longer where additional production time is clearly stated, requested by the customer, or required by the nature of the order.

4. Free Shipping and Shipping Charges

We may offer free shipping on selected products, order values, destinations, or promotional periods.

Where shipping charges apply, they will be shown at checkout or otherwise communicated before payment is completed.

We reserve the right to update shipping rates, zones, delivery options, and free shipping conditions at any time before order confirmation.

5. Shipping Destinations

We currently ship to selected international destinations. Availability may vary depending on:

• product type;
• destination country;
• courier restrictions;
• customs or import limitations.

If we are unable to ship to your location after an order is placed, we will contact you to discuss an alternative solution, delay, or cancellation.

6. Customs, Duties, and Import Taxes

For international orders, customs duties, import taxes, VAT, handling fees, or similar charges may apply depending on your country’s laws and import procedures.

Unless expressly stated otherwise on our website, these charges are the customer’s responsibility.

We are not responsible for delays caused by customs inspections, import processing, local regulations, or unpaid duties and taxes.

7. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please review your shipping information carefully before placing your order. If you notice an error, contact us as soon as possible at:

Email: [email protected]
WhatsApp: +44 7740530337

If an order has already been processed or shipped, we may not be able to change the address. We are not responsible for failed delivery, delay, loss, or extra costs resulting from an incorrect or incomplete address provided by the customer.

8. Delivery Delays

We do our best to ensure smooth and timely dispatch, but delays may occur due to circumstances outside our reasonable control, including:

• customer approval delays;
• production complexity;
• holidays or peak seasons;
• courier disruptions;
• customs clearance;
• weather events;
• strikes;
• supply chain interruptions;
• force majeure events.

We are not liable for delivery delays caused by such events, but we will make reasonable efforts to assist where possible.

9. Split Shipments

In some cases, orders may be shipped in separate packages depending on product type, packaging needs, stock location, or fulfillment arrangements.

If this happens, you may receive separate shipping updates or tracking information.

10. Tracking Information

Where tracking is available, we will provide tracking details after dispatch.

Please note that tracking updates may take time to appear after shipment, depending on the carrier and destination.

11. Risk of Loss and Damaged Packages

We pack orders carefully to help protect them during transit.

If your order arrives visibly damaged, please:

• take photos of the package before opening, where possible;
• keep the packaging materials;
• contact us within 7 days of delivery.

Please send your order number and clear photos to:

Email: [email protected]
WhatsApp: +44 7740530337

If we determine that the item was damaged in transit or otherwise arrived in an unacceptable condition, we may offer an appropriate remedy in accordance with our Refund & Return Policy and applicable law.

12. Lost Packages

If your order appears to be lost in transit, please contact us as soon as possible.

We may ask you to:

• confirm your shipping address;
• allow additional time for delayed tracking or local delivery attempts;
• cooperate with carrier investigations where required.

We will review each case individually and work with you toward a reasonable resolution, subject to carrier records, delivery confirmation, and the circumstances of the shipment.

13. Failed Delivery or Refused Delivery

If a package is returned to us due to:

• an incorrect address;
• failure to collect the parcel;
• refusal to pay customs fees or import taxes;
• refusal to accept delivery;

we may, at our discretion:

• charge additional shipping fees for reshipment;
• deduct non-recoverable shipping, handling, customs, or return costs from any refund where legally permitted;
• refuse a refund where the order was custom-made and cannot reasonably be resold, subject to applicable consumer law.

14. Shipping Policy and Other Store Policies

This Shipping Policy should be read together with our:

• Terms & Conditions
• Refund & Return Policy
• Privacy Policy

In the event of any conflict, mandatory consumer rights under applicable law will still apply.

15. Contact Us

If you have any shipping questions or delivery issues, please contact us:

Soul Pet Studio
Email: [email protected]
WhatsApp: +44 7740530337

Because many Soul Pet Studio products are custom made, total delivery time includes both production time and shipping time. Please review this policy before placing your order.