Shipping policy

 

 

IMPORTANT SHIPPING ANNOUNCEMENTS:


U.S. Postal Service USPS,United Parcel Service UPS, and FedEx separately announced service suspensions for Russia, Ukraine and Belarus. The United States Postal Service announced March 9 that it is temporarily suspending international mail service to Russia effective March 11. According to the USPS, the service suspension is “due to unavailable transportation as a result of widespread cancellations and restrictions” within Russia.

You can always check for updates here: USPS, or FEDEX (for express) 

 
DELIVERY ESTIMATES

TIP: Scroll right to view more columns if you're on Mobile

Country  Standard   Express 
Australia

4 - 10 days 

3 - 5 days 
United States 

3 - 6 days

2 days

United Kingdom

7 - 10 days 

3 - 6 days 
Canada 

7 - 10 days 

3 - 6 days 
Europe 


7 - 15 days 



3 - 7 days 
Japan 


7 - 15 days 


3 - 10 days 
China


7 - 20 days 


3 - 10 days
South America

7 - 20 days 
3 - 10 days
Eastern Europe


7 - 20 days 
3 - 10 days
ROW

7 - 20 days 
3 - 10 days

 

 
CARBON NEUTRAL DELIVERY


Carbon neutral shipping is now a complimentary added benefit of our partnership with Route Package Protection. Each order directly supports an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.

You can neutralise your shipping emissions and carbon footprint when you add "Green Package Protection" at checkout. By simply adding Green Package Protection - you’re automatically taking instant climate action – no donation required, and we'll take care of the rest!

"Beginning with this project, we've committed to neutralising 100,000 tonnes of carbon. That's equivalent to planting and protecting 1.65M trees. We want to lead the charge toward a net-zero emissions ecommerce experience by equipping Merchants with the tools they need and encouraging customers to offset their carbon footprints" - Route

Explore how carbon neutral shipping works, what current projects are being supported and more route.com/sustainability
 

 

 

 
SHIPPING POLICIES:

 

Important: We always aim to dispatch orders within 24-72 hours (1-3 business days), we may need extra time during busy periods and peek holiday seasons. Any orders containing a 'Preorder Item' will ship together as per the date specified on the item's product page. Orders that may have issues such as missing address or contact information may require addition time to resolve.

Worldwide Shipping: International Parcels can take anywhere between 5 and 30 business days to arrive depending on the selected shipping service (standard/express) and location (country, and whether it is metro or rural). All items are shipped with tracking. Our delivery transit time are estimates in business days, and do not include our 1-3 day processing time we need to prepare and ship your orders. 

Taxes & Duties: Please note for international purchases, all local customs and taxes payable remain the responsibility of the purchaser. We are working on an option to pre pay your duties and taxes at the check out, in the mean time taxes and duties are payable via your local customs. For more information on taxes, duties and customs regulations, we recommend contacting your local customs office directly. If the receiver refuses to pay taxes and duties, the item(s) will be returned to sender and the order will be refunded, excluding the return and original shipping fee.  

Shipping Address: Please enter your shipping address and contact number correctly, as once your order has been received and dispatched, we can not alter address details and you will be charged the standard applicable postage rate to resend if it is returned to sender. 

Responsibility: Once items have been shipped, they become the property and responsibility of the purchaser for this reason we strongly recommend purchasing shipping protection. Please ensure you enter your shipping address and contact number correctly, as store credits/replacements will not be given to failed deliveries due to incorrect/incomplete shipping addresses or contact details entered by the customer.

Cancellation: Once you have placed your order, cancelling your order is at the sole discretion of ST SOLEIL. After your order has been processed for shipping however, we cannot offer cancellations.

 

 
ROUTE PACKAGE PROTECTION • SHIPPING INSURANCE
 A guide to Route Protection
  •  Route Protection can be added at the checkout in your cart page
  • You will receive a confirmation email containing a Route ID number for your order and instructions on how to track your package and file an issue using the Route App or desktop
  • The Route Team becomes an extension of our customer care team and will work quickly to resolve any order issues for you. Up to 40% of the issues will be resolved instantaneously with either a reorder or a refund! The other issues will be solved in 1-2 business days
  • Route Protection Policies
    In order for the issue to be approved, the purchase must be stolen, lost, or damaged and be within Route policy time frames. Here are the requirements for common issue scenarios:
    1. Stuck In Transit (Lost)
      Insurance does not cover delayed packages for whatever reason. Carriers update their websites with expected delays due to inclement weather or other barriers to expected delivery.
    • Domestic: Issues can be approved no earlier than 7 days, no later than 30 days from the last update, and no later than 60 days from the order date.
    • International: Issues can be approved no earlier than 20 days, no later than 30 days from the last update, and no later than 60 days from the order date.
    • Damaged
      Damaged item claims must include photos of the package and item (required), and the issue must be submitted no later than 15 days from when the package was marked delivered.
    • Marked As Delivered (Stolen)
      Issues can be approved no earlier than 5 days and no later than 15 days from when the package was marked delivered. Orders over $100 USD require a police report.

    Handy Route Protection Links: 

    1. Read More About Route Package Protection Policies HERE
    2. Other Helpful resources: Route Protection Customer FAQResolve An Issue

     

    Last Updated August 18, 2022