Privacy policy

We want your SoulSmith order to reach you in perfect condition, on time, and with complete transparency. This policy covers everything you need to know about how we ship, what to expect, and what to do if something goes wrong.

1. Order Processing

All orders are processed within 1–2 business days of payment confirmation. Business days are Monday through Saturday, excluding national public holidays.

Orders placed on Sundays or public holidays will be processed on the next available business day.

You will receive an order confirmation email immediately after your purchase, and a shipping confirmation email with your tracking details once your order has been dispatched.

2. Shipping Locations

Domestic Shipping — India

SoulSmith currently ships to all serviceable pin codes across India. We partner with trusted domestic courier services to ensure reliable and trackable delivery.

International Shipping

At this time, SoulSmith does not offer international shipping. We ship within India only. If you are located outside India and would like to be notified when international shipping becomes available, please write to us at care@soulsmith.co.in.

3. Estimated Delivery Timelines

Delivery timelines are estimates and begin from the date of dispatch, not the date of order. Timelines may vary based on your location, courier availability, and factors outside our control.

These timelines are indicative. SoulSmith does not guarantee delivery by a specific date. Delays may occur during high-demand periods, public holidays, or due to courier network disruptions.

4. Shipping Charges

Standard Shipping

Shipping charges, if applicable, are calculated at checkout based on your delivery location and order value. The exact shipping fee will be displayed before you confirm your order.

Free Shipping

Orders above a specified minimum order value qualify for free standard shipping. The current threshold is displayed on our website at checkout and may be updated from time to time.

Expedited Shipping

Where available, expedited or express shipping options may be offered at checkout for an additional fee. Availability depends on your pin code and the courier partners serving your area.

5. Order Tracking

Once your order is dispatched, you will receive a shipping confirmation email containing:

• Your unique tracking number
• The name of the courier partner handling your delivery
• A link to track your shipment in real time

Tracking information may take up to 24 hours to update after dispatch. If your tracking link shows no movement for more than 48 hours after dispatch, please contact us.

6. Packaging

Every SoulSmith order is packaged with care to protect the integrity of your products during transit. We use secure, minimal packaging that keeps products intact while being mindful of waste.

If you receive an order that appears to have been damaged during shipping, please photograph the packaging and the product before use and contact us within 48 hours of delivery.

7. Failed Deliveries

A delivery may fail if:

• No one is available to receive the package
• The address provided at checkout is incomplete or incorrect
• Access to the delivery location is restricted

If your order is returned to us due to a failed delivery, we will contact you to arrange reshipment. Additional shipping charges may apply for redelivery.

8. Lost or Missing Orders

If your tracking shows delivered but you haven't received the package:

• Check with neighbours or building security
• Verify the delivery address
• Allow 24 hours for carrier updates

If your order is confirmed lost by the courier after investigation, we will arrange a replacement or issue a full refund. Contact us at care@soulsmith.co.in.

9. Delays

Delays may occur due to:

• Public holidays and festive season surges
• Severe weather conditions
• Courier network disruptions
• Regulatory delays

For time-sensitive orders, we recommend placing your order well in advance.

10. Contact Us

For any shipping-related queries or delivery concerns:

Email: care@soulsmith.co.in
Response time: 2–3 business days

SoulSmith · Crafted in India · care@soulsmith.co.in