FAQ's
Shipping
Do you ship worldwide?
Yes, Soulscape ships worldwide.
Delivery times can vary a little depending on your country and local carrier, but most orders arrive within the delivery window shown in the product page shipping dropdown.
Once your order is on its way, you’ll receive a tracking link so you can follow its journey to your door.
How long does shipping take?
We ship worldwide, and your pieces are always packed with care.
Once packed, you'll get a tracking link to follow them all the way to your door (no guessing, no stress).
We ship within 1–3 working days, and delivery takes 8–15 working days to the U.S., Canada, and Europe.
Shipping is FREE on orders over $60 – a little thank you from us. Orders under $60 ship for a flat $5.99 (no extra fees or duties).
If you ever have a question or need help, just email me at info@soul-scape.com. I’m always happy to help.
Where does my order ship from?
Soulscape pieces begin in different parts of the world, depending on the material and craft.
Our Palo Santo sticks are sourced from Peru, our incense sticks are sourced from India, and our ceramic and wooden pieces come from Portugal.
To keep your order moving safely and reliably, your order is packed and sent from one of our international fulfilment centres in South America or Asia.
Why has my tracking not updated yet?
Sometimes tracking can stay quiet for the first few days while your parcel is being packed, processed, and handed over between fulfilment and carrier systems.
This is especially common with international delivery, where tracking may only update once your parcel reaches your country.
If your order is still within the delivery window, it is usually moving as expected, even if the tracking page looks a little still.
If you’re ever unsure, just email us at info@soul-scape.com and we’ll be happy to check it for you.
Can I change my shipping address?
Yes, if your order has not been packed or sent yet, we can update the address for you.
Please email us at info@soul-scape.com as soon as possible with your order number and the correct shipping address.
Once your order has already shipped, we may not be able to change the address, but still reach out and we’ll do my best to help.
My Order
Can I cancel my order?
Once you place an order, you can cancel it within 24 hours.
Please email us at info@soul-scape.com as soon as possible with your order number, and we’ll do our best to help before your parcel is processed.
After 24 hours, or once your order has already been packed or shipped, We're not able to cancel it.
Will I have to pay extra duties or fees?
No, there are no extra duties or surprise fees added after your order is placed.
The price you see at checkout is the final amount you’ll pay, so you can order with peace of mind.
What if my order says delivered, but I can’t find it?
Sometimes parcels are marked as delivered a little early, or placed somewhere safe around your home by the local carrier.
Please check your mailbox, front door, side entrance, reception area, parcel locker, or with a neighbour first, as parcels often appear within the next 24 hours.
If it still hasn’t shown up after 24 hours, email us at info@soul-scape.com with your order number and we’ll gladly help look into it with the carrier.
While we’re unable to guarantee replacements or refunds for parcels marked as successfully delivered to the shipping address provided at checkout, we’ll always do our best to help locate your parcel and assist with the carrier investigation where possible.
What if my order arrives broken?
We pack every order with care, but some pieces are fragile and can get damaged if they’re not handled gently while on their way to you.
If your item arrives broken, please email us at info@soul-scape.com with:
- A photo of the broken item
- A photo of the shipping label
- Your order number
Once we have those, we’ll help make it right with either a replacement or a refund, whichever feels best for you.
How can I make a return?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. To start a return, you can contact us at info@soul-scape.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Unfortunately, we cannot accept returns on sale items or gift cards.
When will I receive my refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved.
You’ll be automatically refunded to your original payment method. Please remember it can take 5–10 business days for the amount to reflect back in your account, depending on your bank or credit card company.
Contact
How can I contact you?
Got a question? Just send us a note at info@soul-scape.com – we're always happy to help! 💛
