Shipping

*Due to the COVID-19 epidemic, delivery times may be longer than usual.

Lovemysoulmate partners with global merchants to provide you a unique global shopping experience with the best priced items as possible.

We ship your item(s) directly from our partner in different countries, so it may take 10-15 days to arrive (Delivery Time = Processing Time + Shipping Time).

We also work with professional shipping carriers like Yun Express, Epacket, so your package will be shipped with a tracking number. We will send your tracking number through Email or SMS once your order is shipped.

• How much is shipping?

Once you’ve clicked through to Secure Checkout, you can enter your delivery address and continue to shipping method.

This depends on the product ordered, the total weight, and where we're shipping to. Buy an Order over 2 items you get FREE Shipping.

Shipping costs are then calculated and tacked on to your subtotal at the bottom of the page.

• How long does it take for an order to arrive?

This depends on the product ordered. Most items will arrive in about 10-15 days, some may arrive after 20 days. Due to the weather conditions, holiday seasons, and sometimes airline restrictions.

ESTIMATED TIME OF ARRIVAL (Production + Shipping time)

If you're still not sure, just email us at support@lovemysoulmate.com. We're happy to help.

PLEASE NOTE:

1.  Most of our orders are processed and shipped within the timeframe we have mentioned above. However, the timeframe is approximate and it can differ in some cases, depending on the product types, the period of time of the year, or any external factor that may happen like weather, the pandemic or government rules.
   
2. Holiday shipping: Due to certain UK and International Holidays, especially in peak seasons, orders may take longer to ship out.. it may take additional 7 business days for both domestic and international delivery. We're so sorry for this inconvenience and hope that you can understand for us. This does not mean that your order(s) will always get delayed in holiday seasons, we and our partner will always try our best to get your items delivered as fast as the timeframe above.
   
3. International orders: It may take some additional days since orders have to go through customs. We have no control on the how long the customs process may take, so we hope you will patiently wait if the delay happens due to the custom. We sincerely apologize for this inconvenience.
4. For personalized products, your information needs to be detailed, following the given instruction to ensure your order is processed in a timely manner. Also, it is required to upload high quality and PNG, JPG format images for the best outcome. Your order may be hold for us to confirm with you if we recognize something unsual with your provided personalization details.
5. We process orders on business days, which are Monday – Friday, excluding weekends or holidays observed by the Post Office: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.

• When will my order be shipped?

Once you have placed your order, your information will undergo verification process. This is for us to make sure that we have valid shipping information.

If not, we will be sending an email to update the information that we have on file. Please be kind enough to respond to the email that we are sending, otherwise, your order will be canceled.

The verification process takes 2-3 days and after that, we will be sending an email notice with your tracking number on it.

• Can I have a tracking number?

Yes, we will send you a tracking number via Email. This email will provide you with your order ID to track your item as it makes its way to you, as well as the date your order was shipped. You can also check the status of your order from here: Track Order.

In some cases, it can take up to 4 days. You can later track your Order by clicking on "Track your order" in the Mail Menu.

If you didn't receive an Email or/and SMS, please contact us via email support@lovemysoulmate.com, so we can provide you with the information, before making a Chargeback. In some cases, Emails or SMS don't get sent automatically.

INCORRECT ADDRESS

Please make sure you provide the correct address at your check-out because we are not responsible if your order gets delivered to the wrong address. In the case where you need to change your correct address after the order has left our warehouse, you may need to contact the final mile carrier to redirect your parcel. We are not responsible if that parcel gets lost, stolen, or damaged.

IN CASE OF MISSING ITEMS

• I ordered 2+ items, but only received one... where's my order?

We have a large assortment of products not stocked in the house when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So please don't worry if you don't receive all of your items at once…they are on the way :)

• Why have I not received any order confirmation details?

Most times this is because our customers have accidentally entered their email in wrong. Throughout the process, we send 3-4 emails, including an order confirmation, a fulfillment notice, and a shipping notice.

If you believe you may have entered your email wrong please contact us and we will fix it for you.

• International buyers - What about customs? Will I be charged for duties or customs when my package arrives in my country?

Import duties, taxes, and charges are not included in the item price or shipping cost. These charges vary from one country to another and are the buyer's responsibility.
Please check with your country's customs office to determine what these additional costs will be.

• What is your refund policy?

We always try to make it right for our customers - Which means we will refund your money if you are for any reason not satisfied with your order. We want to provide a risk-free shopping experience and trust our customers to not take advantage of us on this offer. You can check our refund and return policy here.

Refunds & Replacement

Your satisfaction is our #1 priority. For any defective products, send us an e-mail at support@lovemysoulmate.com for better advice. If your item meets one of the following conditions, please contact us as soon as you receive the item. We will reship your order at no cost. There is no need to return the wrong or defective item.

- Design error: wrong design compared to information provided by customers on our site.
- Bad quality: blurry image/print.
- Exceeded shipping time: If you do not receive the order within the timeframe.
- Damage during shipment.

What should you do? Contact us within 60 days since the delivery and provide us necessary informations:

1. Your order/invoice ID
2. In case you get wrong item/ damaged item please send us a picture of the item you received via email support@lovemysoulmate.com

Please Note:

We do not process a refund/reprint in the following cases:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home to - receive the delivery, not picking up the packages as requested); and
- Your order did not arrive due to exceptional circumstances outside the control of Our Store (i.e. not being cleared by your country's customs, being delayed by a natural disaster, showing "delivered" in the tracking system, having been shipped into your mailbox but gotten lost).
- If 60 days have gone by since the delivery.

Exchanges:

We do not offer exchanges/returns unless it is our fault for sending the wrong items. If you have any problem, please contact us first and we will guide you through the steps. Please do not send your purchase back to us unless we authorize you to do so.

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Contact Us: 8:00am to 17:30pm Monday to Friday (GMT+8)
Address: 3 Coleman Street, #03-24 Peninsula Shopping Complex, Singapore (179804)
If you have any questions, please contact us: support@lovemysoulmate.com