Returns and exchanges
The following items can’t be returned or exchanged
- Custom or personalized orders
- Digital downloads
- Intimate items (for health/hygiene reasons)
- Items on sale
- Items arrived late due to postal service
I gladly accept returns and cancellations
- Ship items back within: 7 days of delivery
- Request a cancellation within: 12 hour of purchase
Returns and exchange details
[ PERSONALIZATION / CUSTOMIZATION ERROR ]
If there is a misspelling or error in the configuration, inscription, or design due to a mistake by us, please contact us within 3 calendar days for a replacement. I will need clear photos of the items, showing the mistake.
Replacements will be sent for items due to personalization error.
You may also request for a refund. Please follow the instructions in REFUND section.
If an item arrives broken or damaged, please contact within 1 calendar day from the receival of your order for a replacement or refund. We will need clear unwrapping video(s) and photo(s) of the broken items, box and packaging upon arrival. Failure to meet either of the above requirements will not be eligible for any compensation.
Replacements will be sent for items that arrive damaged.
You may also request for a refund. Please follow the instructions in REFUND section.
[ LOST ITEMS ]
If you feel that your item is taking longer than usual, do contact me and I will do my very best to help! I do ask that you wait for 45 working days as cases of custom checks and varying reasons like weather, busy holiday season etc. have been known to cause mail delay.
Packages are not considered lost until 60 days from the day of shipping.
Kindly provide me with a proof of an email from your local post office stated the package I sent is lost. You may write in to your local post office by providing the tracking number to confirm the status of the package.
Once it is confirmed lost by your local post office, I will send a replacement for the orders. A full refund of your order will be issued once it reached 60th working days from the date of the item is shipped or when a confirm “item lost” status received from the courier service. Whichever earlier.
[ UNCOLLECTED RETURN MAIL ]
If your purchase has been left uncollected at your local post office for a duration of approx more than 10- 15 days (this differs with each country) It may have been sent back to us. We will contact you once we’ve received the parcel with more details on reshipping (shipping or processing fees applied). If you would prefer not have the item reship to you, you may request for a refund. Refund only for item price exclude shipping.
[ REFUND ]
After we receive your intention to refund, our team will verify the video(s) and photo(s) provided. Once we have validated the provided proof, we will process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.
If the product is damaged in any way, and you have initiated the return after 1 calendar days have passed from the day you received your order, you will not be eligible for a refund.
[ RETURN AND REFUND ]
Please email me your intention to return and wait for my confirmation before returning your purchased item. Any item return without notifying us in prior will not be entertained.
The item must be returned within 5 working days after our confirmation and in its original condition. Please obtain proof of posting.
After we receive your item, our team of professionals will inspect it and process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.
If anything is unclear or you have more questions feel free to contact our customer support team. or
Payment
I currently accept payments via FPX – online banking, FPX – credit cards payment, GrabPay and PayPal only. However, you can also use your credit card to pay via PayPal, without having a PayPal account.
Find more details from this link -> more detail
If you are sending the payment via a PayPal cheque (e-cheque), I will only ship the purchased items after the cheque clears (typically takes 3 to 5 business days for a cheque to clear).
Shipping
All Customs forms will be completed correctly and it is the buyer’s responsibility for any additional custom payment.
All items will be sent with DHL, FEDEX, Pos Malaysia, QXpress, Aramex. Subject to shipping location.
Once orders are dispatched, Seller is NOT liable for any delay. The duration is NOT guaranteed, it is just a guideline provided by each courier service, therefore I would not be responsible to any late delivery by postal service. No refund would be given due to this reason as this is out of my area of control.
Soul Crafty will ship worldwide except ISRAEL. Any purchase made from this country will be cancelled and refund in full.
Additional policies and FAQs
By purchasing products from this store you are agreeing to be bound by the Soul Crafty’s “Shop policies”.