- UK orders: Orders ship from the UK
- European Union or Switzerland orders: Depending on the product these ship from Germany, Czech Republic or Poland
- North America orders: These ship from Los Angeles, CA / Dallas, TX / Charlotte, NC if you're in the USA. If you're in Canada they ship from Toronto, ON.
- ANZ Orders: These generally ship from Melbourne, VIC, Brisbane, QLD or sometimes Los Angeles, USA
- Japan Orders: These usually ship from Osaka, Japan
- Mastercard / Maestro
- Due to VAT rates varying across the European Union
- We are based in Spain so the Spanish rate of 21% is shown as a guide
- Countries with higher or lower rates will see their own VAT rate applied at checkout
- Example, France has a 19% rate so the price shown will be lower
- We are legally obligated to charge the rate based on your location
- Customers outside of the EU are charged VAT at 21%
- We ship globally, except Russia, Iran or North Korea
- We print every item to order, usually it takes 2 to 3 working days
- Over the last 4 weeks the average has been: 2.4 working days
How long should I wait before contacting you about a missing delivery?
If the delivery time for your area is stated as, for example, 2-3 days, then you should contact us on day 4. In the case of failed delivery attempts the mail company will hold it at a local facility for typically 7 days before returning it back to the sender. If you contact us after this period is up, it will be too late for us to intervene. Our policy on failed deliveries is set out here. We send tracking links so that you can follow the delivery of your order, it is solely the responsibility of the customer to track the progress of the delivery and to inform us of any delivery issues so that we can respond to them in a timely manner.
There's a problem with my order, how should I proceed?
in line with standard practice for distance sales within the EU, you should contact us by email no later than 14 days after receipt of the order. Supporting information should be included in message, such as photos showing the issue you are experiencing.
I've made a mistake with my order. Can I change an item to something else or amend my address?
Yes you can make changes to your order, so long as it hasn't gone into production with our supplier yet. We use an external company to print on our behalf, they have cut off points where orders become locked and changes or cancellations cannot be made to the order. Once we pass that stage the order will be shipped with exactly the order you placed, to the exact address on the order sheet.
Can I pay extra to have my order shipped quicker or by a different delivery method?
- We are unable to offer either of these extras
- You must contact us no later than 7 days from delivery of the order for a return authorisation
- You must send it back no later than 14 days from delivery of the order. Returns shipped after this date will not be accepted.
- Goods must be returned unworn, in the condition they were received.
- All our orders are sent by trackable shipping methods
- We email you the code once it has shipped
- Check your email for the message (including the spam folder if you cannot find it) The message will be a day or so after you paid usually
- The link will tell you where it is in the delivery process
- Check if it has been left in a safe place near your door or alternatively, ask your neighbours if they took it in for you
- If this does not locate the package then contact your mail or postal service giving them the reference number in the dispatch email
- The industry standard is 30 days from shipment
- In our case, if the tracking activity doesn't look right, we may write it off after 21 days.
Something is missing from my order, what should I do?
- The missing item will be shipping in a separate package
- Check the packing slip in the order to see if it says Package 1/2 or 2/2
- We don't have a physical store to visit
- Soul Tees is a well established business
- We have been a registered enterprise since 2007
- We have had 50,000+ customers since then
- In June 2023 we celebrated our 16th year in business.
- We guarantee delivery
- If something doesn't show as delivered then we will replace it
- If you are in the EU you will not have custom duties to pay
- If you are in the UK you will not have custom duties to pay
- If you are in the USA or Canada you will not have custom duties to pay