Shipping policy

SHIPPING POLICY

UK delivery

Soul & Ember currently delivers to United Kingdom addresses only. Available delivery options and charges will be shown at checkout before payment.

Processing times

Orders are normally prepared and dispatched within 3–5 working days. Working days exclude weekends and UK bank holidays.

During busy periods, launches or seasonal collections, processing may take slightly longer. Any different timescale for pre-order or made-to-order products will be clearly stated on the product page.

Delivery times

Once dispatched, orders will usually arrive within 2–5 working days. Delivery times are estimates and may occasionally be affected by circumstances outside our control.

You will receive a dispatch confirmation when your order has been sent. Tracking details will be provided where the selected delivery service includes tracking.

Digital products

Digital products do not require shipping. Download or access instructions will be supplied electronically after purchase.

Delivery delays

If your order has not arrived within the expected timeframe, please contact us at hello.soulandember@gmail.com with your name and order number. We will investigate the delivery and help resolve the issue.

Incorrect addresses

Please check your delivery address carefully before completing your order. If you notice an error, contact us as soon as possible.

We cannot guarantee that an address can be changed after an order has been dispatched. Additional delivery charges may apply if an order is returned to us because the address supplied was incomplete or incorrect.

Damaged parcels

If your parcel arrives damaged, please photograph the outer packaging and the affected products and contact us as soon as possible at hello.soulandember@gmail.com.

Contact

For shipping questions, please email hello.soulandember@gmail.com.