2.What's the material of your products?
We have 925 sterling silver charms and bracelets, and you can see the relevant category on our web. And we have other material items like rings, Earrings etc.
3.Do your charms all fit European style charm bracelets?
Our brand is Soufeel, with beads and charms made of 100% 925 sterling silver (stoppers and safety chains fit Soufeel bracelets only) , fit European style charm bracelets. We provide FREE shipping for any order over $49.00.
Welcome you to select your interested items on our website.
1.How can I use my discount coupon code?
Generally it can be used in two ways.
One is to fill it straight in “Discount Codes” textbox when you stay in shopping cart page without Login action.
The other is to Login your account first and practice the same procedure above.
3.Why the page does not jump during the process of placing order or adding the item to my cart?
When you add the item to your cart or when you place the order, the page may not jump. There are some reasons for this situation. Maybe the speed of the browser you are using is slow, maybe the item you are adding is out of stock or you forget to choose the size or the color of the item. You can change another browser to try, or check if you have selected the size or the color of the item. If you also have problems please feel free to contact the online customer service to ask help. We will be happy to help you.
1.How can I check my order information?
For your convenience we highly encourage you to remember your order No.and provide it to us so that we can answer your any question accordingly. And the order No. is same as the invoice ID.Thank you for your support.
4.Why don’t I receive any emails or replies after placing order?
Generally, your email address maybe wrong or blocked by spam filters. Please change your spam filters or check your junk mailbox. For your convenience you’d better leave your usual mail address so that you could receive all the info from us. Thanks your helping sincerely!
6.How long will I receive my orders?
Orders will be shipped within 1-2 business days upon receiving. A tracking number will be available in your email after the order dispatched. The orders are supposed to reach your door in the next 8-13 days. Please track the status of the parcel via the tracking number provided in email. Then, contact local post office for parcel if not received within expected shipping time. Finally, contact us for further information.
Notes: Shipping estimates are from day of shipping not from day of ordering
Customers are responsible for lost due to wrong shipping information.
8.What should I do if I never receive the parcel?
After we provide tracking number, you should track the items online frequently to avoid troubles caused unconsciously in the delivery process. You can email our customer service department directly on the lost parcel and we will check it for you. Once we are convinced that the items were lost indeed, we will arrange a new shipment or refund. But if the parcel is lost due to the incorrect information from you, you should be responsible for all the loss.
9.How can I cancel my order?
If you want to cancel your order, you'd better cancel it before the order has been dispatched. Generally we process all orders in 12 hours, so we are not always able to cancel an order if it is placed 12 hours later. Cancellation requests after the order has been dispatched will be treated in accordance with our Return policy.
Please contact a customer service representatives A.S.A.P. with order No. or other essential info and we are glad to help you cancel it.
FAILED DELIVERY & ORDER LOST POLICY
1.Failed Delivery & Order Lost Policy
If the delivery is failed or the parcels get lost for the reason that you have provided us with the wrong or problem shipping address, we will not be responsible for any losses. So please make sure your address is correct and deliverable. Under this condition, the order cannot get you any refund. email@example.com
SHIPPING & DELIVERY
1.Do you ship worldwide?
Yes, we do. If your country is not listed, please feel free to contact us. Please notice that we are not responsible for any local taxes or customs fee that might be impose by your country.
2.Is there any customs fees?
Generally speaking, you will not be charged any customs fees by selecting our flat mail. However, by choosing express shipping, you maybe charged customs fees due to strict customs inspection. Please note: We will only pay for the customs fees generated by flat mail. If you are charged by selecting express shipping, we will NOT be responsible for that.
3.Why the value shows on the packaging differs from that I actually paid?
In order to help our customers avoid customs fees, we will adjust the declared value according to the local customs policy, and massly paste the declared value list on each package. Please note that currently we will not type and paste the list one by one according to the order amount, which will definitely save more time on processing shipment.
1.How can I Exchange or Return my ordered items?
We accept all lifetime warranty and 60 days exchange &return service.
If the item has a quality issue, we burden for the charges generated by exchange & return.
If you are unhappy with the item for personal reason, i.e. choose the wrong color or size, you will have to burden the charges generated.
You should contact our customer service representatives for returning address before sending the items back. Please return them with the original package which you received and maintain them renew again.
For more info please feel free to contact us.
2.Exchange & Refund Fees
If you received an incorrect or damaged item, please contact us immediately by email, and our customer service representative will be happy to help you. Please email us your order No., and your incorrect or damaged items pictures, if available, for easy checking. Please note that final decisions regarding return and exchange fees will be determined by the order details. Please note we will not refund the postage if you return the partial/whole order for personal reason. If you return the whole order for a refund, the postage generated by sending the corresponding order is not refundable, if your order was shipped with free shipping, we will have to deduct the postage amount which was paid by us initially (refer to our 'one step checkout' page for postage amount)
3.Return and Exchange Instructions
1 Pack the items in the original packing materials or other PROTECTIVE package, then contact our customer servicedepartment for the returning address. We are unable to issue refunds for items lost or damaged due to unsecure packaging.
2 Please enclose the ORDER NUMBER and your name, and other related product information in the package.
3 Please email us the tracking number of your returning parcel, and inform us the tracking website or the carrier you select, so that we can track the status of the returning parcel quickly for prompt refund.
4 Save your shipping receipt until you receive your refund or replacement. If you do not have proof of shipment, we will not be able to issue refund for packages lost in transit.
5 Refunds are processed within 3 business daysof returning package receipt.Notes: Shipping charges are not refundable
1.What is the difference between e-check payments vs. instant payments?
An e-Check payment is just like writing a check, only you send it through your computer. It is also called an electronic funds transfer, because you withdraw money directly from your bank account. Please be aware that e-check transactions may take up to 10 business days to clear.
Instant Payment is an automatic withdrawal of funds from your bank account. You need to add a backup funding source such as a credit or debit card, or a separate confirmed bank account in order to use Instant Transfer. The funds are usually credited to the recipient's PayPal account within 24hrs
2.I have already made my payment through PayPal. Why do my items show as unpaid or re-listed?
If you have made a PayPal payment and the payment does not reflect on your Soufeel.com account, please check what PayPal payment method was used as your transaction may not have cleared yet. Always provide us with the Transaction ID # after making your purchase and request an extension for your items
Please note that all items are re-listed if payment is not received within the allotted 5-days timeframe.
6.What methods of payment do you accept?
Paypal, moneybookers etc. Important Information about Payment
For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
PayPal is an alternate method for purchasing your order. It enables any individual or business with an email address to securely send payments online. With a PayPal account, you can choose to pay with your credit card, debit card, bank account, or PayPal account balance for any purchase you make. Your credit card and bank numbers are never seen by the seller or merchant. Plus, you're 100% protected against unauthorized payments sent from your account.
7.How long can I receive my refund?
A: Refunds are processed within 48 hours after you received our confirmation on the cancelation, and the PayPal can be seen in your PayPal account right away once it is processed. You can receive a confirmation e-mail from PayPal. For credit card payment, refund time may vary from different issuing banks’ policies. You may also call PayPal or your credit card issuing Bank to verify your refund.