SUPPORT

Shipping & Returns

Everything you need to know about delivery times, tracking, and our hassle-free return policy.

All SoulPortraits products are individually handcrafted and made to order; production begins only after the order is confirmed.

Please allow 7–14 business days for production before the order ships.

Production time may vary depending on order volume, holidays, or unforeseen circumstances; customers will be notified by email of significant delays.

Once an order is completed and shipped, estimated delivery is up to 5 business days (estimates may vary by location and carrier).

Once shipped, customers receive a shipping confirmation email with tracking information to monitor delivery.

SoulPortraits is not responsible for delays caused by:

  • Shipping carriers

  • Customs inspections

  • Weather conditions

  • Public holidays

  • Other events beyond reasonable control

Customers should ensure their shipping address is accurate before completing purchase — SoulPortraits is not responsible for orders delayed or undeliverable due to incorrect or incomplete shipping information.

If a package arrives damaged, contact support within 7 days of delivery with photos of:

  • The damaged product

  • The shipping box

  • The shipping label

The team will review the claim and resolve it as quickly as possible.

Returns may be requested within 30 days of delivery if:

  • The product arrived damaged during shipping

  • It has a manufacturing defect

  • The wrong item was received

  • The product isn't functioning as intended due to a manufacturing issue

  • The item is materially different from what was ordered

The product must be returned in its original condition with all included accessories and original packaging whenever reasonably possible.

Contact customer support at support@soulportraits.com within 30 days of receiving the order, including:

  • The order number

  • A description of the issue

  • Clear photos or videos showing the problem

The team will review the request and provide return instructions.

Once the returned item is received and inspected, customers are notified of the refund status.

If approved, the refund is issued to the original payment method; please allow 5–10 business days for the bank or payment provider to process it.

If a product is damaged, defective, or incorrect, a replacement may be offered instead of a refund where appropriate.

If the return is due to SoulPortraits' error, a manufacturing defect, or shipping damage, SoulPortraits covers return shipping costs; for all other approved returns, the customer is responsible for return shipping expenses.

Returns may not be accepted for:

  • Products damaged due to misuse or improper handling

  • Normal wear and tear

  • Products modified after delivery

For any questions about shipping or returns, reach SoulPortraits at support@soulportraits.com.