Shipping Policy

Effective as of July 5, 2025

At Soulmase, all of our products are made to order. Once you place an order, we manufacture your item just for you—one at a time—to ensure the best quality and craftsmanship.

During peak seasons (such as Halloween, Christmas, and other major holidays), delivery times may be extended by 3–5 business days. This adjustment is part of our shipping policy and may apply in the event of delivery delays.

CHRISTMAS CUT-OFF: ORDERS PLACED AFTER DECEMBER 1, 2025 WILL BE PROCESSED NORMALLY, BUT DELIVERY BEFORE DECEMBER 24 CANNOT BE GUARANTEED DUE TO PEAK-SEASON PRODUCTION AND CARRIER DELAYS.

1. Where We Ship

We currently offer shipping to the United States, Canada, United Kingdom, Australia, New Zealand, European Union countries, and selected international destinations.

Note: We do not ship to APO/FPO military addresses at this time.

2. Shipping Fees

3. Name Format Requirement

To ensure smooth shipping and customs clearance, please provide your full name in the correct format when placing an order:

• All customers: enter your full name in English characters.

• Customers in Japan: enter your full name in Japanese characters (Kanji/Katakana/Hiragana).

Orders that do not follow the above name format may experience delays or delivery issues. Therefore, we kindly ask for your cooperation in providing the correct name format.

4. Processing & Delivery Times

Delivery Time = Processing Time + Shipping Time

We process all orders during business days (Monday–Friday, excluding major US holidays). Orders placed during weekends or holidays will be processed the next business day.

Note: The delivery timeframe shown is the estimate. Actual delivery may be earlier, depending on the shipping route and customs processing.

5. Order Tracking

You will receive a shipping confirmation email with a tracking link once your package leaves our warehouse. If you haven't received tracking information within 15 business days, please contact our support team.

If your tracking status shows "no information available," please allow up to 5–7 business days for the carrier's system to update.

6. Partial Shipments

Due to our fulfillment process, items in the same order may be shipped separately. You will receive individual tracking numbers for each shipment.

7. Undeliverable Packages

If the carrier is unable to contact the recipient, the address is invalid, the customer does not collect the package, or required customs information/tax ID is not provided:

• The package may be returned to the warehouse or destroyed by customs according to the destination country’s regulations.

• As this issue results from the customer’s inaction or failure to cooperate, we cannot be held responsible and no refund will be issued for undeliverable packages.

• If the package is successfully returned in good condition, the customer may request reshipment, but must cover all reshipping fees.

8. Duties, Taxes & Customs (International Orders)

All international shipments are sent DDU (Delivered Duty Unpaid). We do not collect VAT, customs duties, or import fees at checkout. These charges may be levied by your local customs office and are the buyer’s responsibility.

Important for EU customers (effective July 1, 2021):

• VAT is now applied to all imports into the EU regardless of value.

• We may declare a lower value on packages to reduce VAT burden.

• If customs requires a purchase invoice, please contact us for support before responding.

9. For Customers in Brazil: Import Duties, Payment & Reimbursement

Orders shipped to Brazil may incur import duties, customs fees, and local taxes determined by Brazilian authorities. These fees are not collected by Soulmase Fashion at checkout and must be paid directly by the customer via the Correios portal: https://portalimportador.correios.com.br

Once your order is released by customs, you will see the status “aguardando pagamento” (awaiting payment).
We kindly request your cooperation in completing the payment promptly, as our shipping responsibility officially ends once the package reaches Brazilian customs.

Tax Reimbursement Policy for Brazil

To support our Brazilian customers, we offer full reimbursement of the import tax amount after payment is completed.

To receive your refund:

1. Pay the import fee on the Correios portal

2. Take a screenshot or photo of the payment confirmation

3. Email it to support@soulmase.com with your order number

Once verified, we will refund the full tax amount to your original payment method within 3–7 business days.

⚠️ If the tax is not paid and the package is returned, no refund will be issued, as this is outside our control.

10. Questions?

For any shipping-related inquiries, please contact our team:

📧 Email: support@soulmase.com

🌐 Website: soulmase.com

📍Add: 10835 S WILCREST DR STE A Houston, Harris, Texas, United States, 77099, Harris, Texas 77099, United States