FREQUENTLY ASKED QUESTIONS

Contact Me
You can contact me using the following:
Online chat – I am sometimes online and you can reach me by clicking on the live chat button in the low right corner.
Email –In order not to have spam messages, please email to this email address:
SoulBySolange -@- gmail.com
WhatsApp – use the phone number (351) 934144870 and chat with my husband, Izhar
Shipping – Prices and Delivery Times
We ship only through the Portuguese Post Services (CTT.pt)
Each order shipped comes with a tracking number.
 
Our prices include free shipping!
 
We ship all items within 4 to 7 days of cleared payment. In case of any delay, we will notify you.

Package shipped internationally may be subject to import taxes, customs duties, and/or fees imposed by the destination country.

INCORRECT ADDRESS: You must make sure your address is correct, and it is advisable to add your phone number for the delivery.

If an order is returned to us due to an incorrect address, the customer will need to pay additional charges for re-sending the package once again.

[EUROPE SHIPPING] – Delivery take normally between 4 to 7 working days to arrive.

[NORTH AMERICA SHIPPING] – Delivery to North America take normally between 7 to 14 working days to arrive.

[ALL OTHER COUNTRIES] – Delivery to other counties usually take between 14 and 28 working days to arrive. But please note that sometimes it could take even more time.

SHIPPING DELAYS: Please be patient. The Portuguese Post gives estimated time frame and does its best to ensure you receive your package on time. Occasional delays do occur, and they may be caused by weather conditions, mechanical problems, or simple human errors.

What currency is your shop in?
All prices are listed in Euros. You have a currency picker that let you see the current price in the currency you choose.
Please note that your credit card company will automatically calculate the exchange rate AND they may charge you an international fee for your order. To find out more information about the conversion rates your credit company uses, we recommend you contact them prior to placing your order
Online Help

I am frequently online and can help you with any issue you have.

On the lower right side of the screen, you can find a bubble saying “Ask Solange”.

Once you click a chat window will open and we can chat about the issue and how to solve it.

In case we are not online, you can always email us  and we will answer you as soon as possible.

Do I need to pay Taxes or Duties?

We are required to collect local VAT sales tax in Portugal for all EU countries, but currently we have a tax exemption (which is stated on the invoice)

PLEASE NOTE that we cannot control and/or take responsibility for any duties/taxes/other fees that applied to your package by local customs authorities once it reaches your country. You will be responsible for those additional fees for customs clearance.

How safe is your data

We never have your credit card or PayPal data on our server and website.
We only store your name and address so we can mail you the items you bought. This information is very secure because we are using high-level SSL encryption technology.

Why has my card been declined?

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses

If the issuer of your payment card refuses to or does not for any reason, authorize payment then you will be notified of this immediately at the checkout.

A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure that in the ‘billing address’ section, the address to which your bank statements are sent is entered here. For full details of why the payment was declined, please contact your card issuer.

Do you save credit card details?

No. Absolutely not.
Your credit card details are not stored on our servers. The information goes directly from your computer to our payment service provider.
We use both PayPal and Stripe. Both are highly secure and with excellent reputation

Questions about your order?
Please  contact me if you have any problems with your order.
You can also phone us +351 934 144 870 or Whatsapp us with this number, or email through the about us page
Refunds policy
We accept returns and exchanges.
Just contact us within 3 days of delivery
Ship items back to me within 7 days of delivery
Request a cancellation within 4 hours of purchase. We use this short notice because we ship within 24 hours, so if your cancellation comes after we shipped it can’t be canceled.
 
The following items can’t be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, we can’t accept returns for:
  • Custom or personalized orders
  • Intimate items (for health/hygiene reasons)
  • Items on sale
Conditions of return
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
 
For more data please read our terms and conditions
What is Polymer Clay?

Polymer clay is a type of hardenable modeling clay based on the polymer polyvinyl chloride (PVC). It is actually a type of plastic.

Polymer clay is generally used for making arts and craft items and is also used in commercial applications to make decorative parts.