FAQ

Shipping

How much does shipping cost?
Nothing. Shipping is free on all our products and available destinations.

How long will my order take?
It depends on the product. Products from our stock in Spain (hats and fitness set) arrive in 2-5 business days to mainland Spain and the Balearic Islands, and 4-8 to the Canary Islands. All other products ship from our suppliers' warehouses: 8-18 business days to mainland Spain and the Balearic Islands, 12-22 to the Canary Islands and 10-20 to the rest of the EU and the United States.

Which countries do you ship to?
Spain, the rest of the European Union and the United States. Products from our own stock (hats and fitness set) only ship within Spain.

I ordered several products and only one has arrived. Is that normal?
Yes. If your order combines products from our stock and from suppliers, they arrive in separate packages on different days, at no extra cost.

How can I track my order?
When your order leaves the warehouse we'll email you the tracking number. For supplier products, it can take 2-5 business days for tracking to show the first updates.

Taxes and customs

Will I have to pay customs or taxes when the package arrives?
No, if you're shipping to mainland Spain, the Balearic Islands, the rest of the EU or the United States: the price already includes taxes, duties and import fees. If the carrier ever asks you for any amount, write to us before paying and we'll handle it.

What if I live in the Canary Islands?
Shipments to the Canary Islands may incur import taxes (IGIC) and customs clearance fees, payable by the recipient unless otherwise stated at checkout.

Returns and warranty

Can I return a product?
Yes. You have 14 calendar days from receipt to return it without giving any reason. Email sheutsoul@sheutsoul.com with your order number and we'll send you the instructions.

Where do I send my return?
All returns go to our address in Lleida, even if your package came from another country: Carrer Arnald de Solsona 8, piso 1-2, 25005 Lleida, Spain.

Who pays for return shipping?
If you're returning because you changed your mind, return shipping is at your expense. If the product is defective, arrived damaged or we sent the wrong item, you pay nothing: send us photos or a video and we'll send you a new one or refund you.

When will I get my refund?
Within 14 calendar days of notifying us of your return, using the same payment method you used.

What warranty do the products have?
All products come with a 3-year legal warranty against manufacturing defects or not matching the description.

Orders and payments

My order is delayed. What should I do?
Write to us and we'll check with the carrier. If the delay exceeds the stated delivery time, you can cancel your order for a full refund.

What if the product sells out after I buy it?
We'll let you know right away and you can choose between waiting for restock or getting a full refund.

Contact

For any other questions, email us at sheutsoul@sheutsoul.com or call us on +34 653 40 49 47.