Shipping policy

SHIPPING POLICY

1. How we ship your orders
At sheutsoul we work in two ways:
- Products from our own stock: some products, such as our hats and our fitness set, are kept in our warehouse in Spain and shipped directly by us. These products are only shipped within Spain.
- Products from suppliers: all other products are shipped directly from the warehouses of our international suppliers, located mainly in Asia.
If your order includes both types of products, they will arrive in separate packages and on different days, at no extra cost to you.

2. Delivery times
Products from our own stock (Spain only):
- Mainland Spain and Balearic Islands: 2 to 5 business days.
- Canary Islands: 4 to 8 business days.

Products from suppliers:
- Mainland Spain and Balearic Islands: 8 to 18 business days.
- Canary Islands: 12 to 22 business days.
- Other European Union countries: 10 to 20 business days.
- United States: 10 to 20 business days.

These delivery times are estimates and may vary during peak seasons, due to the carrier or due to customs procedures. If your order is delayed beyond the times indicated, please contact us: we will let you know its status and, if you prefer, you can cancel it and receive a full refund.

3. Shipping costs
Shipping is free on all our products and available destinations.

4. Taxes and customs
Shipments to mainland Spain, the Balearic Islands, other European Union countries and the United States: all taxes, duties and import fees are included in the price. You will not have to pay anything when you receive your order. If the carrier ever asks you to pay any amount on delivery, do not pay it and contact us: we will sort it out.

Shipments to the Canary Islands: they are outside the Spanish mainland VAT area, so import taxes (IGIC) and customs clearance fees may apply. These amounts are paid by the recipient, unless otherwise stated at checkout.

5. Order tracking
When your order leaves the warehouse, you will receive an email with your tracking number. For products from suppliers, it may take 2 to 5 business days for the tracking to show the first updates.

6. Delivery issues
- Delays: if the estimated delivery time has passed and you have not received your order, contact us and we will check with the carrier.
- Lost package: if the tracking shows no movement for 10 business days, or the order does not arrive within the stated time, we will open an investigation with the carrier. If the loss is confirmed, we will resend the product or refund you, whichever you prefer.
- Damaged package or wrong item: please let us know as soon as possible, ideally within 48 hours of delivery and with photos, so we can resolve it quickly. This does not limit your warranty rights.
- Incorrect address: please check your shipping details carefully before paying. If a package is returned because of an error in the address provided by the customer, the cost of reshipping will be paid by the customer.
- Not at home: the carrier will try to contact you to arrange a new delivery or will leave the package at a nearby pickup point.

7. Out-of-stock products
If a product goes out of stock after your purchase, we will let you know immediately. You can choose to wait for it to be restocked or receive a full refund within a maximum of 14 days.

8. Contact
For any questions about your shipment, email us at sheutsoul@sheutsoul.com or call us on +34 653 40 49 47.