Do you offer wholesale discounts?
What's the material of your products?
We have regular promo activities for all our customers. We do offer discounts to our customers who buy in bulk. We are appreciated for your inquire through E-mail. firstname.lastname@example.org
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.
What's Thai silver?
Thai silver is an alloy of silver containing 30% by mass of silver and 70% by mass of other metals, processed by special technology. Along with increased surface hardness, the Thai silver jewelry is not easy to be oxidized in the air and will not hurt the skin due to its special antioxidant process. Its idiosyncratic texture and color have attracted lots of international stars. Kate Winslet, Angelina Jolie and Anne Hathaway are the followers of silver.
Do your charms all fit Pandora bracelets?
Our brand is Soufeel, with beads and charms made of 100% 925 sterling silver except photo charms, fit Pandora and Chamilia bracelets. We provide FREE shipping for any order over $49.
Welcome you to select your interested items on our website.
How can I use my discount coupon code?
Generally it can be used in two ways.
Do you have physical stores?
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.
In an effort to keep our prices low, we only do business online at the moment.
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.
Why I cannot upload the picture when I want to order customized photo charm?
If you cannot upload the picture when you want to order customized photo charm, it maybe the speed of the browser you are using is slow. You can change another browser
to try again. Or you can also place the order first then send the picture and your order number to our email: email@example.com
. And we will make the photo charm accordingly for you.
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.
Why my payment was taken but the status of the order in my account shows Pending.
Generally speaking, after the order payment was completed the status of your order will show Processing, and will not change again till you receive your order. If it shows pending, please contact the customer service via email or online chat to check if your payment has been completed
How to make sure that my order is finished?
Why don’t I receive any emails or replies after placing order?
Once you had placed an order successfully, a confirmed letter including your order information would be provided by system automatically. We are very happy to answer your any questions by E-mail: firstname.lastname@example.org
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!
Was my order actually shipped out when I received my payment confirmation email?
If you received the payment confirmation email that means your order has been prepared and waiting for the pickup. If your shipment is delayed unexpected for some reason, you will receive a notification via email. And we will solve the problem for you accordingly.
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.
How can I track the status of my parcel?
Notes: Shipping estimates are from day of shipping not from day of ordering
Customers are responsible for lost due to wrong shipping information.
Generally, you will get your order info email from us when your parcel tracking No. is available. And you could click the link in it to check your order schedule.
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.
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.
Lost/Damaged Order Policy
Missing Items or Stolen/Lost Packages
For all claims issues please contact email@example.com
Shipping & Delivery
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.
How can I Exchange or Return my ordered items?
We accept all lifetime warranty and 365-days no limited condition exchange &return service.
Exchange & Refund Fees
You may 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.
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.
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.
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.
I have already made my payment through PayPal. Why do my items show as unpaid or re-listed?
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
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
What is the PayPal Transaction ID #?
Please note that all items are re-listed if payment is not received within the allotted 5-days timeframe.
The Transaction ID # is proof of payment provided by PayPal. It is also used as a reference number by Soufeel.com to track the status of a payment.
What is the "clearing date" of my PayPal transaction?
The clearing date is the estimated date that the funds will be transferred and credited to the recipient's PayPal account.
I have an alternate shipping address on my PayPal account. Why is my order not being shipped to my alternate address?
Soufeel.com will only ship orders to the confirmed address on your PayPal account. You should contact Soufeel.com directly to add an alternate address. You will be required to submit Address Verification information (AVS) in order to add an alternate address.
What methods of payment do you accept?
Paypal, moneybookers etc. Important Information about Payment
How long can I receive my refund?
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.
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.