Return & Refund Policy

Cancellations:

Returns:

Request a return within 14 days of receiving the item. Once the Item has been returned and in the original condition a refund will be issued.

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Shipping & Dispatch Policy

Order Processing:

All our products are made to order and individual processing times are displayed in the listing of each product.

You will receive a confirmation email with tracking reference once your order has shipped.

Please note that processing time is separate to shipping time.

Domestic Shipping:

We currently offer free shipping within the UK.

International Shipping:

At this time, international shipping is available upon request only.

If you are located outside the UK and would like to place an order, please contact us at info@soulwoodworkshop.co.uk before purchasing. We will be happy to provide a shipping quote and confirm whether delivery to your location is possible.

Please note:

International shipping rates vary significantly by destination.
Customers are responsible for any customs duties, taxes, or import fees charged by their country.
These fees are not included in the product price or shipping quote unless explicitly stated.

Customs, Duties and Taxes:

Customs policies vary by country. Any customs duties, taxes, or import fees incurred on international orders are the responsibility of the customer.

We are not responsible for delays caused by customs clearance processes.

Damaged Orders:

We take great care to package our products securely. However, if your order arrives damaged, please contact us within 48 hours of delivery at info@soulwoodworkshop.co.uk with:

your order number
clear photos of the damaged item
photos of the packaging (if applicable)

We will assess the damage and work with the shipping carrier where applicable. If the damage is confirmed to have occurred in transit, we may offer a replacement or refund at our discretion.

Shipping Liability:

Once an order has been handed over to the shipping carrier, responsibility for the shipment transfers to the carrier.

While we are not liable for damage, loss or delays caused by the carrier, we will assist customers in submitting claims and where appropriate, help resolve shipping issues in line with our Damaged Orders policy above.

Incorrect Shipping Information:

Please ensure that all shipping details are correct at checkout. We are not responsible for orders delayed, lost, or returned due to incorrect or incomplete address information provided by the customer.

Contact Us:

If you have any questions about shipping, delivery, or international orders, please contact us at info@soulwoodworkshop.co.uk. We are happy to help.