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Q. How can I check my order status?

To check your order status you can either:
1. If you purchased Shipping Insurance, you can download the ROUTE APP to check your order status and track your order 24/7, or
2. Click the link in 'Your Order Has Been Shipped' email from us to see your tracking updates.

 Q. Where are your products shipped from?

We ship from our new sunny home of Los Angeles, California USA.

Our items have been shipped from our studio in Sydney for the past 3 years. In 2021 we were busy trialling other remote warehouses around the world, but decided we wanted our warehouse to be close to our new Studio in LA. We recently moved, and we love it here in Cali!

Q. When will my order arrive?

If everything is correct, your order is packed and shipped within 1-3 days of placing your order.* (*Please note this excludes PREORDERS, these items will ship as per the date indicated on the product page)

Please view our new shipping transit times for each country HERE.

Q. How do I track my order?

A tracking number will be provided when your order has been shipped. Please be patient, as tracking information can take a few days to update. If you still haven't received it, please contact us with your order number & email address.

You can track your order status in two ways:
1. Via ROUTE (recommended) Desktop or App
2. Via
 the tracking link provided in your ST SOLEIL Shipping Confirmation email

Q. What carriers do you use?

We ship using a range of carriers including USPS, DHL, UPS and FedEx. Some alternative services are used if required to reach a certain destination or if our standard carriers are unavailable for a variety of reasons.

Our AI shipping software calculates and selects the best carrier for the destination, timeframe and shipping service (express/standard) customised to each and every order. Due to this we can not specify carriers for individual orders until they are shipped.

Q. When will my order ship?

Your order is packed and shipped within 1-3 business days of your purchase. We use this grace period for any address changes, cancellations or mishaps. Our warehouse often processes and ships orders within 24 hours so any changes to orders need to be made immediately to ensure we are still capable of doing so. Once the warehouse has processed the order, we are unable to make any changes. 

If your order still hasn't shipped it could be due to one of the following reasons: Your order contains an item that's a "Pre-Order", peek period and influx of orders, additional customs information required to certain countries or areas, incomplete address that cannot be found for delivery. Please contact us here and we will be happy to check up on the status of your order.

*Please note this excludes PREORDERS 

Q. When will my PREORDER item ship?

All orders containing a pre-ordered item will ship when all items are available to be shipped. These dates can be found on:
1. The product page from the item you purchased by hovering over the 'PRE ORDER' button to reveal more information
2. Shipping Page here to see all PREORDER estimated time updates

Q. My order was RTS (Return To Sender), what do I do?


If your order was RTS for reasons such as 'insufficient address', 'unable to deliver' then this is unfortunately out of our hands. We are more than happy to resend this to you, however shipping fee's will not be covered by St Soleil. Please ensure your shipping details are correct. ♡
 

Q. Help, I haven't seen any movement on my tracking!

We have unfortunately seen more delays since the start of the pandemic. These are usually seen through customs or big processing hubs with backlogs of parcels waiting to be scanned through to their next leg of the journey. You are able to reach out to your shipping company to ask for more updates anytime if you need.

Q. My order is 'Partially Fulfilled' what does this mean?
Order status marked as 'Partially Fulfilled' are for usually for one of two reasons:
1. You added on the 'Carbon Neutral' contribution to your order. These items are automatically marked as 'fulfilled' in our system, which is the part of your order that is fulfilled. Your other items will be en route to you as per normal.
2. Your order has multiple items and if one is a PREORDER, this means one or more of your items is ready to go, our team is just waiting on the PREORDER stock to arrive to include it in your order.

Q. Do you ship to my country?

Most likely yes, with a few exceptions! You can proceed to the checkout and our system will let you know.

Q. How much will it cost to ship my order?

We offer FREE STANDARD SHIPPING worldwide. You can also upgrade to either EXPRESS and DHL EXPRESS options at the checkout.

Q. How much tax do I have to pay on my item?
We are currently working on setting up a 'Prepay Taxes and Duties' option at the checkout. Until then, all duties and taxes are the responsibility of the receiver.
Q. What is ROUTE Tracking?
Route is our insurance and tracking partner, you can use Route via their website or download the app. It automatically connects you to everything you have ordered while allowing you to visually track your packages, anytime, anywhere.

Download the Route app
 for iOS on the Apple App Store.
Download the Route app for Android on the Google Play Store.

Q. What is ROUTE PACKAGE PROTECTION and why do I need it?
Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you - to fully protect your package in the event that it is lost, damaged, or stolen - is calculated based on the subtotal of the order and the partnership between ourselves and Route.

You can view the Route Package Protection Policies HERE.

Q. How can I track my deliveries on the Route mobile app?
You can view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page. You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.

Download the Route app for iOS on the Apple App Store.
Download the Route app for Android on the Google Play Store.

You can explore more ROUTE Mobile App FAQ's & Troubleshooting HERE.

Q. My tracking order hasn't updated, what do I do?

Please be patient, sometimes your carrier gets a little backed up, especially around peak Holiday periods and the Covid Pandemic. Give it a few days to update.

If you added Route Shipment Protection you can file a claim to resolve an issue HERE if you haven't seen any updates in a week or so.

If you didn't add insurance to your order, you can contact your shipping carrier directly to gain further updates using your tracking # and link in your original shipping confirmation email from us.

Q. What if my order is lost, stolen, or damaged?
If you have added insurance to your order using 'Route' at the checkout and your order has been lost stolen or damaged, please file a claim HERE. Enter your email and order number & Route will help you with your claim & solve pithing 3-5 business days, international's orders will take up to 10-20 days.

Q. Can I change my shipping address?
If you have provided an incorrect address and your order has not already shipped, we will do our best to update your order with the correct address. Please email our team at hello@stsoleil.com as soon as possible. If you provide an incorrect address at the time of the order we cannot guarantee that you will be able to change it if it has been processed.

If your item has already been shipped, please reach out directly to the carrier shipping your item, as they may be able to help with redirecting it to the correct address.

Q. My order is lost, what can I do?
After your order is shipped from our warehouse, it is out of our hands. We are not held responsible for lost packages, missed deliveries or undeliverable addresses, which is why we strongly advise you upgrade your order to include insurance at the checkout. If you have a question concerning tracking or shipping please view your tracking details via your app, ROUTE (see above). If you have added Route Insurance to your order you may open a claim HERE to help you retrieve your order.

Q. My order says it's delivered but I don't think it has been?
Please be patient, sometimes carriers mark it as delivered before it is. 
Give it a few days to update.

If you believe it was delivered, please check with your neighbours, doorman, inside your mailbox and even at your local post office (they sometimes get left there if you are not home).

If you added Route Shipment Protection you can file a claim to resolve an issue HERE if you haven't seen any updates in a week or so.

If you didn't add insurance to your order, you can contact your shipping carrier directly to gain further updates using your tracking # and link in your original shipping confirmation email from us.

Q. What if my order was returned to sender?

If your package is returned to us for any reason you will be responsible for paying for the package to be sent again. Please ensure your address is correct and you are able to receive your order at the given address. Contact our studio hello@stsoleil.com if your order tracking says it has been returned to our warehouse.

Q. What is Carbon Offset Delivery?
Our Carbon Offset initiative is gives customers the opportunity to offset their shipments carbon emissions. An amount is automatically calculated at the checkout based on the shipment weight and destination.

Our collectives carbon offset impact and contribution funds are announced each month via Instagram. Keep an eye out!

How it works: Your carbon offset contribution will be allocated to the global environmental project closest to your location. Some of the projects include protecting and managing forest areas all around the US, Mexico, Colombia and Brazil, Ocean Plastic Removal in Cambodia, Green energy projects in Turkey, Bulgaria and Switzerland as well as providing fuel efficient stoves to families in Honduras, Myanmar, Chad and China. 

Still have a question we haven't answered? Reach out to our studio here

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