Shipping policy

Order Processing, Fulfillment, International Delivery, and Tracking Terms

Revised Policy Effective Date:09/19/2026
Websites: www.soulalchemyworld.com | www.soulmatch.store

Contact Email: support@soulalchemyworld.com
Address: Flat 2401-16, 24/f, wing shing industrial building, 26 ng fong street, san po kong, kowloon, hong kong

1. Scope and Application

1.1 Scope. This Shipping Policy applies to physical product orders placed through www.soulalchemyworld.com, the Shop, and related Soul Alchemy World commerce channels. The Company primarily serves customers in the United States, but products may be fulfilled from the United States, mainland China, Hong Kong, Europe, the United Kingdom, or other locations depending on product type, supplier location, inventory placement, customization, limited-edition status, and fulfillment arrangement.

1.2 Relationship to Other Policies. This Shipping Policy should be read together with the Terms of Use, Return and Refund Policy, Privacy Policy, product page notices, checkout disclosures, and any order confirmation communications.

1.3 Digital Products. Digital products, downloadable content, online tools, and immediately accessible content are delivered electronically and are not subject to physical shipping terms unless expressly stated otherwise.

1.4 Multi-Origin Fulfillment Notice. Because the Company works with multiple suppliers, studios, warehouses, brands, and fulfillment partners, the shipping origin may vary by product and order. Products sold to U.S. customers may ship domestically within the United States or internationally from China, Hong Kong, Europe, the United Kingdom, or other locations. International and cross-ocean shipments may involve longer transit times, customs processing, carrier handoffs, tracking gaps, import review, and other risks outside the Company’s direct control.

1.5 Product-Specific Shipping Notices. Product pages, checkout disclosures, or a written order quotation may provide more specific information about shipping origin, processing and transit estimates, special handling, pre-order status, import charges, or delivery arrangements. A specific term clearly disclosed before purchase and validly accepted controls for the identified order, subject to applicable law. A later order confirmation or shipping update does not, by itself, impose a new fee, remove an agreed delivery commitment, or establish consent to a material delay.

1.6 Mandatory Rights and Policy Coordination. Nothing in this Policy excludes a non-waivable consumer right or a delivery, cancellation, or refund obligation imposed by applicable law. Reporting periods, carrier procedures, and voluntary return arrangements serve different purposes and must not be used interchangeably. This Policy governs outbound shipping and delivery issues; authorized return shipments are handled under the Return and Refund Policy, subject to the same mandatory protections.

2. Definitions

2.1 SAW, Company, we, us, or our. means Soul Alchemy World Limited.

2.2 Soul Alchemy World. means the Company's brand and commercial ecosystem integrating technology, emotional wellness, and lifestyle aesthetics.

2.3 Soul Match. means the Company's mood-first emotional and psychological support system, including AI-supported tools, mood input, routing logic, self-reflection features, digital support tools, and, where applicable, service or product recommendations.

2.4 Shop or Commerce Layer. means the Company's e-commerce layer that displays and sells lifestyle products, wearable wellness products, home ambiance objects, art pieces, giftable objects, digital products, and related goods.

2.5 Services. means the websites, online shop, Soul Match system, digital tools, content, accounts, customer support, ordering functions, checkout, fulfillment support, and related online experiences made available by the Company.

2.6 User, you, or your. means any person who accesses, browses, purchases from, registers for, submits information to, or otherwise uses the Services.

2.7 Order Processing Time. means the time required to confirm payment, prepare the order, coordinate fulfillment, pack the item, and hand the package to a logistics provider.

2.8 Shipping Time. means the estimated transit time after the package has been handed to a carrier or logistics provider.

2.9 Brand-Operated Shipping. means a fulfillment arrangement under which a partner brand, supplier, studio, warehouse, or manufacturer ships the product according to the Company's order instructions while the Company remains the front-facing customer contact.

2.10 Tracking Number. means a shipment reference provided by a carrier or logistics partner that may allow the customer to monitor the package status.

2.11 Shipment or Dispatch. means the physical handover of the relevant goods to the carrier responsible for beginning their transportation. Creating a shipping label, assigning a Tracking Number, or preparing an order does not, by itself, establish that shipment has occurred.

2.12 Delivery Date. means, for the purposes of this Policy, the date the relevant goods are actually received by the customer or an authorized recipient, or otherwise validly delivered under applicable law and an agreed delivery arrangement. Carrier records are evidence to be assessed under Section 9.3. A disputed or inaccurate scan does not by itself establish delivery or start a damage-reporting period before actual receipt.

2.13 Freight Services. means truckload (TL), less-than-truckload (LTL), or another separately arranged freight service for an eligible order. The availability, delivery scope, site requirements, and charges must be stated in the applicable quotation or order terms.

3. Order Processing

3.1 Payment Confirmation. Orders are processed after payment is successfully authorized or confirmed. If payment is declined, incomplete, reversed, flagged, or subject to review, the order may be delayed or cancelled. Internal payment or order reviews do not postpone a shipment, notice, or refund deadline imposed by applicable law. The Company will notify the customer of a material issue affecting fulfillment and address any payment already collected as required.

3.2 Processing Window. For many in-stock products, orders are typically processed within 1 to 5 business days after payment authorization or confirmation, excluding weekends, U.S. federal holidays, carrier holidays, and fulfillment-location holidays. U.S.-warehouse in-stock items may process faster, while international, supplier-fulfilled, handmade, customized, pre-order, limited-edition, high-value, fragile, battery-containing, scented, liquid, oversized, or Special Handling Products may require additional processing time.

3.3 Processing Is Separate from Shipping. Order Processing Time is separate from Shipping Time. Transit estimates in Section 6 begin after actual handover to the carrier, not when a label is created. Unless an order expressly provides an overall delivery window, the customer should allow for both processing and transit. This distinction does not extend an agreed delivery date or override a statutory deadline.

3.4 Business Days. For operational estimates, business days generally mean Monday through Friday, excluding relevant public holidays and non-working days at the fulfillment location. Carrier holidays, customs closures, and destination non-working days may affect transit. Weekend delivery may still occur under Section 4.11. These operational definitions do not change the calculation of a statutory notice, dispatch, or refund deadline.

3.5 Order Review. The Company may reasonably review an order or request necessary information where payment, address accuracy, fraud, shipping restrictions, inventory, pricing, or fulfillment requires clarification. Any hold or cancellation must be consistent with the accepted purchase terms and applicable law. The Company will explain a material fulfillment problem, notify the customer of cancellation where applicable, and return any amount that must be refunded without using an internal review to defer a mandatory deadline.

3.6 Order and Shipping Confirmations. The Company will send an order confirmation to the contact email provided for the purchase. This confirmation records the order details and is not proof of dispatch. A separate shipping confirmation or order update will identify the dispatched items and provide available tracking information. For split shipments, confirmations should make clear which items have shipped and which remain outstanding. If a confirmation is missing, check the supplied email address and spam folder or contact the Company; the absence of an email does not eliminate rights arising from a valid order.

3.7 Order Cutoff Times. Any cutoff time for a specific expedited service, warehouse, or product must be disclosed with its time zone before purchase. Orders received after that cutoff may enter the next applicable processing cycle. Unless expressly offered for the order, this Policy does not promise same-day or next-business-day dispatch or impose a single cutoff time across all fulfillment locations.

3.8 Customized and Large-Volume Orders. Customized, made-to-order, pre-order, and large-volume orders may require a separate production or fulfillment lead time. The applicable estimate and any special cancellation conditions must be communicated before purchase or before the customer accepts a written quotation, and confirmed in the order details. A large quantity alone does not make a standard product customized. Final Sale or non-cancellation terms apply only within their disclosed and lawful scope and do not excuse failure to fulfill or remove a mandatory remedy.

3.9 Inability to Dispatch on Time. If the Company cannot dispatch within the time stated for the order, it will provide a timely delay notice, a revised shipment date where reasonably determinable, and the available option to cancel the unshipped merchandise and receive the refund required by law. Where a revised date cannot reasonably be given, the notice will explain the delay and the applicable choices.

Where the U.S. Mail, Internet, or Telephone Order Merchandise Rule applies, the Company will follow its shipment, delay-consent, cancellation, and refund requirements. If no shipment period was clearly stated, the Rule's applicable default period applies; this is not a guarantee that every parcel will arrive within thirty days. Customer silence will be treated as consent only where the applicable rule permits it and the required notice has been given. A required refund will not be replaced by store credit, and an internal ten-business-day refund procedure will not extend a shorter mandatory refund deadline.

3.10 Cancellation Before Dispatch. Contact the Company promptly to request cancellation or an address change. Ordinary cancellation eligibility is governed by the accepted purchase terms and the Return and Refund Policy. The Company will confirm whether the order can be stopped; a request alone does not establish successful cancellation. Production, processing, or Final Sale restrictions do not remove a cancellation right arising under Section 3.9 or applicable law.

4. Fulfillment Model, Shipping Origin, and Delivery Options

4.1 Fulfillment Arrangements. The Company may fulfill orders through its own operations, partner brands, supplier warehouses, studios, third-party logistics providers, or Brand-Operated Shipping arrangements.

4.2 Front-Facing Customer Relationship. Regardless of the fulfillment arrangement, customers should contact the Company for order-related questions. The Company will coordinate with the relevant supplier, brand, warehouse, or carrier and remains responsible for the contractual and statutory obligations it owes to the customer. Suppliers and fulfillment partners are not authorized to conduct unrelated direct marketing or take over the customer relationship unless expressly disclosed and lawfully arranged.

4.3 Shipping Origins. The Company primarily serves the U.S. market, but orders may ship from the United States, mainland China, Hong Kong, the European Union, the United Kingdom, or other locations depending on product type, supplier location, inventory placement, brand-operated fulfillment, customization, limited-edition status, and operational needs. A U.S. shipping address does not guarantee that the product will ship from within the United States.

4.4 Split Fulfillment. If an order includes products from different brands, warehouses, product categories, or fulfillment partners, items may ship separately and arrive at different times.

4.5 Product-Specific Handling. Certain products, including fragile art pieces, handmade items, wearable electronics, items with batteries, aromatic goods, liquid products, oversized objects, customized items, or limited editions, may require additional handling or longer processing time.

4.6 Cross-Border and Cross-Ocean Fulfillment. Some products may be shipped across borders or across oceans before final delivery to the customer. Cross-border or cross-ocean shipments may require export processing, international carrier handoffs, customs clearance, import inspection, local carrier transfer, and additional tracking updates. These steps may increase delivery time and may result in tracking gaps, customs delays, address verification requests, additional import charges, or delivery uncertainty.

4.7 No Guaranteed Domestic Origin. Unless a product page or checkout notice expressly states that a product ships from a specific domestic location, the Company does not guarantee that any product will ship from a U.S. warehouse or from any particular country, region, warehouse, studio, supplier, or fulfillment partner.

4.8 Shipping Methods and Carriers. The available shipping methods for an order will be displayed at checkout or in a written quotation. Where actually offered, options may include economy, standard, expedited or express parcel shipping, local delivery, local pickup, or Freight Services. No listed category is promised for every product or destination. The shipping confirmation will identify the actual carrier or logistics provider where available; a particular carrier is not guaranteed unless expressly agreed for the order.

4.9 Local Delivery and Pickup. Local delivery or pickup applies only where specifically offered and accepted. The order terms must state the service area or collection location, applicable charges, readiness notification, collection or appointment arrangements, any collection deadline, and reasonable identification or authorization requirements. Do not travel to a warehouse or collection point before receiving a ready-for-collection confirmation. Missed appointments or uncollected goods will be handled under the disclosed terms and applicable law; readiness alone is not actual collection.

4.10 Freight and Delivery-Site Requirements. Where Freight Services are offered, the quotation or order terms must specify the delivery scope and any necessary appointment, vehicle access, loading or unloading arrangements, receiving equipment, or site restrictions. Curbside delivery, liftgate service, inside delivery, installation, and packaging removal are included only where expressly agreed. The customer must provide relevant, accurate site information and arrange an authorized recipient where required. Additional freight charges are governed by Section 7.6, and risk of loss remains subject to Section 12.

4.11 Weekend Delivery. A carrier may deliver on a weekend or public holiday if its service schedule allows. Weekend delivery is not guaranteed and does not mean that the Company's order-processing or customer-support teams operate on the same schedule. Track the shipment using the available carrier information and any confirmed delivery appointment.

5. Shipping Destinations

5.1 International Shipping. The Company seeks to ship to many international destinations, subject to carrier availability, customs rules, product restrictions, regional logistics limitations, sanctions, import requirements, and checkout availability.

5.2 Unavailable Destinations. If an order cannot be delivered to the selected destination, the Company will contact the customer about any available lawful alternative. A material change of destination, service, or cost requires the customer's agreement. If no acceptable arrangement is reached, the affected unfulfilled order or item will be cancelled and the corresponding payment and any refundable related charges returned in accordance with applicable law. Store credit is not the mandatory substitute for a required refund.

5.3 Regional Restrictions. Certain products may be unavailable in certain countries or regions due to import rules, battery regulations, customs restrictions, material restrictions, carrier limitations, brand distribution boundaries, or compliance concerns.

6. Estimated Shipping Times

6.1 Estimates and Agreed Commitments. General transit estimates are not guaranteed delivery dates unless a particular commitment is expressly made for the order. Actual delivery may vary with carrier performance, customs processing, destination conditions, weather, holidays, or other relevant circumstances. Nevertheless, estimates must have a reasonable basis and do not displace an agreed delivery commitment, required delay notice, or statutory right. Delays before dispatch are addressed in Section 3.9; in-transit problems are addressed in Section 11.

6.2 U.S. Domestic Fulfillment. For in-stock products fulfilled from within the United States and shipped to addresses in the contiguous United States, estimated Shipping Time is generally 3 to 7 business days after shipment, unless a product page, checkout notice, or shipping confirmation states otherwise.

6.3 U.S. Expedited Shipping. Where available, expedited, priority, express, two-day, one-day, or similar options may be offered for selected U.S.-fulfilled products and addresses. Eligibility depends on inventory location, carrier service, a disclosed cutoff time, and destination. Payment for expedited transit does not shorten processing unless expressly stated. Before purchase, the service description must distinguish an estimated transit period from a guaranteed commitment. If a paid service is not provided as agreed, the Company will assess any required shipping-charge adjustment or other remedy; a carrier change does not automatically remove that commitment.

6.4 Cross-Border Shipments to the United States. For products shipped to U.S. customers from mainland China, Hong Kong, Europe, the United Kingdom, or other non-U.S. locations, estimated Shipping Time is generally 7 to 20 business days after shipment, unless a product page, checkout notice, or shipping confirmation states otherwise. Cross-border and cross-ocean shipments may take longer due to export processing, international carrier handoffs, customs clearance, import inspection, local carrier transfer, weather, holidays, peak seasons, supply chain disruption, or other circumstances outside the Company’s direct control.

6.5 Special Handling Products. Handmade items, limited editions, pre-orders, customized items, fragile art pieces, oversized objects, wearable electronics, battery-containing products, scented or liquid products, high-value items, and other special-handling products may have longer processing or shipping timelines. Product-specific estimates, if provided, control over general estimates.

6.6 Other Regions. Estimated Shipping Time is generally 10 to 25 business days after shipment, unless a product page or checkout notice states otherwise.

6.7 Extended Timeframes. Remote addresses, islands, military addresses, PO boxes, customs inspections, special product categories, oversized shipments, and restricted items may require additional time.

7. Shipping Fees

7.1 Checkout Calculation and Freight Quotes. Shipping fees, if applicable, are calculated using relevant factors such as destination, selected method, product type, weight, dimensions, order value, fulfillment arrangement, and promotional eligibility. Applicable charges collected by the Company must be clearly displayed before payment. An eligible large or complex order may require a separately accepted freight quotation rather than an automatic parcel rate. The price of the product alone does not establish that freight or optional delivery services are included.

7.2 Promotions. Free or reduced shipping may be offered for specified products, order values, destinations, or campaigns. The applicable conditions must be disclosed before purchase. The Company may change promotions for future orders but will not retroactively remove an accepted shipping benefit from an existing order, except as permitted by the agreed terms and applicable law, including a substantiated fraud or misuse correction.

7.3 Charges Not Included in the Shipping Price. Duties, import taxes, brokerage, remote-area delivery, re-delivery, storage, and similar charges are included only where the order expressly states they are included. Known mandatory charges collected by the Company must be disclosed before payment. Where a third-party charge cannot reasonably be calculated in advance, its nature and the relevant payment responsibility must be explained where required. A general exclusion in this Policy does not authorize an undisclosed Company surcharge.

7.4 Cross-Border Shipping Fees. Carriers, customs authorities, brokers, or destination service providers may assess import-related charges after dispatch. Allocation of those charges follows the disclosed import arrangement and Section 8. A charge already included in the order price will not knowingly be collected again by the Company. Contact the Company about an apparent duplicate or incorrect charge so that it can assist with verification and any remedy it owes.

7.5 Split Shipments. Items may travel separately with different carriers, tracking numbers, arrival dates, or customs entries. Company-arranged splitting does not by itself authorize an increase in the total shipping price already accepted by the customer. Additional Company charges require a disclosed contractual basis and any required agreement. Import charges follow Section 8. A commercial damage-reporting period is assessed for the affected item from its valid delivery, not from the first parcel in the order.

7.6 Freight Surcharges, Storage, and Re-Delivery. For an eligible freight or special delivery, reasonable charges caused by inaccurate customer-provided site information, failure to attend an agreed appointment, lack of agreed unloading arrangements, or another substantiated customer-side delay may be payable by the customer where disclosed and legally permitted. The quotation should identify applicable additional-service fees or their calculation basis.

The Company will explain the cause and itemize any claimed charge using reasonably available supporting records. Costs caused by Company error, an unsuitable arrangement chosen by the Company, or a delivery provider's failure are not automatically charged to the customer. Where practicable, notice of an accumulating storage or re-delivery charge will be given promptly so that avoidable expense can be limited. The same cost will not be charged twice.

8. Customs, Duties, Taxes, and Import Compliance

8.1 Duties, Taxes, and Import Arrangements. International orders may be subject to duties, import taxes, value-added tax, goods and services tax, clearance fees, or brokerage charges. Unless the accepted purchase terms state that these are included or payable by the Company, the customer is responsible for charges lawfully allocated to the customer under the disclosed import arrangement. Any requirement for the customer to act as importer or provide tax or import identification must be explained before purchase where applicable. This clause does not transfer an obligation that the law places on the Company.

8.2 Customs Delays. Customs inspections, verification, holds, and clearance procedures may delay delivery, and the Company cannot guarantee the timing or outcome of an authority's decision. The Company will reasonably assist with information or documents within its responsibility. A customs delay does not automatically establish Company fault, but neither does it excuse inaccurate documentation, an unlawful shipping arrangement, or a contractual or statutory remedy that remains applicable.

8.3 Unpaid or Disputed Import Charges. Failure to pay a lawfully due import charge allocated to the customer may lead to delay, return, or other action by the carrier or authority. Contact the Company promptly if a charge appears incorrect, duplicated, or inconsistent with the accepted purchase terms. The cause, disclosures, actual costs, and available remedies will be assessed under this Policy, the Return and Refund Policy, and applicable law. A genuine dispute over an incorrect charge will not automatically be treated as refusal of a valid obligation.

8.4 Import Restrictions. Customers must provide accurate information and comply with import or product-use requirements that lawfully apply to them. The Company remains responsible for the compliance obligations applicable to its own sale, export, documents, and fulfillment decisions. An unsupported or prohibited route will not be used merely because the customer accepts the risk. If fulfillment cannot lawfully proceed, Section 5.2 and the applicable cancellation and refund requirements apply.

8.5 No False Customs Declarations. The Company will not falsify customs declarations, understate product value, mark commercial purchases as gifts, alter product descriptions, split shipments to avoid duties, or provide inaccurate customs documentation at a customer’s request. Customs classification, inspection, duty assessment, tariff application, and clearance decisions are made by customs authorities and are outside the Company’s control.

8.6 Documentation and Customer Cooperation. The Company will provide accurate commercial invoices and other shipping or customs documents within its responsibility and reasonably assist with necessary corrections. Customers may be asked for information genuinely needed for clearance or delivery, such as an address confirmation or legally required import identifier. Such requests must be relevant, proportionate, and handled through an appropriate channel. Failure to provide necessary information may affect delivery, but any resulting charge or remedy will be assessed according to the actual cause and applicable law; Company documentation errors are not automatically customer responsibility.

8.7 Regulatory Changes and Customs Outcomes. Changes in tariffs, classifications, import rules, inspection requirements, or carrier restrictions may affect transit, costs, or delivery feasibility. The Company will explain a material known change affecting an order and assess lawful alternatives and any refund obligation. Seizure, rejection, delay, return, or damage does not create a blanket international-shipment exception to Company responsibility. Liability and remedies depend on the actual cause, the agreed import arrangement, and applicable law, not merely on the parcel having crossed a border.

9. Tracking, Delivery, and Receipt Inspection

9.1 Tracking Notice. A shipping confirmation or order update will identify the dispatched items and provide a Tracking Number or link when available. If tracking is issued before carrier handover, the status must not misleadingly represent the goods as already dispatched. For an untracked, locally delivered, or freight order, the applicable notice will provide the available delivery or collection information instead.

9.2 Tracking Activation. Tracking may take up to forty-eight (48) hours or longer to update after actual carrier handover. Cross-border or cross-ocean shipments may have delayed scans, limited updates, changing tracking numbers, or pauses during international transit, customs clearance, or carrier transfer. A tracking gap does not alone establish loss, and a label or pending-acceptance event does not alone establish dispatch. Contact the Company if information appears inconsistent with the actual order status or the expected delivery window has passed.

9.3 Evidence of Delivery. Carrier delivery scans, signatures, photographs, locker collection records, and local delivery receipts may be relevant evidence. They are not automatically conclusive if the customer reasonably disputes the address, recipient, place of delivery, signature, or receipt of the parcel. A notice that a package is ready for collection does not by itself prove collection. The Company will assess the available evidence and applicable delivery requirements rather than treating every delivered scan as an automatic waiver of a claim.

9.4 Customer Availability. Customers should monitor available tracking, respond to reasonable delivery notices, attend an agreed appointment, and collect packages within the communicated collection period where practicable. Requirements for a signature, named recipient, or collection identification must be disclosed where relevant. Failure to monitor tracking alone does not establish valid delivery or extinguish a non-waivable right. Additional costs and failed delivery are assessed according to their actual cause.

9.5 Carrier Changes. The Company or fulfillment partner may reasonably change a carrier or route to complete an order. A substitution must not silently add customer charges or remove an agreed service level, signature requirement, or binding delivery commitment. A material change will be explained and addressed in accordance with the accepted purchase terms and applicable law. Updated tracking will be provided where available.

9.6 Carrier Handoffs. Cross-border shipments may involve multiple carriers, logistics providers, customs brokers, or local delivery partners. Tracking information, delivery estimates, proof of delivery, and claim procedures may vary depending on the carrier responsible for each stage of transit.

9.7 Local Carrier Transfer. After international transit, packages may be transferred to a local carrier for final delivery. The final delivery carrier may differ from the original carrier shown at shipment, and tracking updates may change after transfer.

9.8 Inspection on Receipt. Where reasonably possible and safe, the customer or authorized recipient should inspect the outer packaging and delivered quantity upon receipt and check for visible damage, tampering, or missing cartons. Open and inspect the goods as soon as reasonably practicable. For an attended or freight delivery, compare the cartons or pallets with the delivery document and identify an apparent shortage. Inspection does not require unsafe handling or operation of a damaged item.

9.9 Noting Visible Damage and Discrepancies. Where a carrier receipt is available, ask that visible damage or a shortage be described on the receipt before signing, and keep a copy or other available evidence. Take photographs where safe and contact the Company promptly. If the driver cannot wait, the interface does not allow comments, or delivery is unattended, record what can reasonably be documented and notify the Company.

Signing a receipt, failing to annotate damage at the door, or discovering concealed damage later does not automatically confirm that all goods are defect-free or waive a valid claim. Unsafe or severely damaged goods should not be used; any refusal or special handling should be documented where possible and assessed on its actual circumstances, not automatically treated as a change-of-mind return.

10. Address Accuracy

10.1 Customer Responsibility. Customers are responsible for providing accurate, complete, and deliverable shipping information at checkout, including recipient name, address, apartment or unit number, postal code, country, phone number where required, and any delivery instructions.

10.2 Address Changes. Contact the Company immediately if an address needs correction. A change is not guaranteed once processing or transit has begun, and a submitted request is not confirmation that it was implemented. The Company will confirm the outcome where available and disclose any applicable correction or rerouting fee before obtaining the customer's agreement where required. A change accepted and confirmed by the Company will be taken into account when assessing subsequent delivery.

10.3 Incorrect or Incomplete Addresses. A customer-provided address error may cause delivery failure, loss, return, or additional carrier charges. Responsibility and refund eligibility will be assessed using the submitted address, any accepted correction, the actual dispatch record, the cause of the problem, and applicable law. Reasonable, substantiated correction, re-delivery, or return costs attributable to customer error may be charged only where lawfully disclosed and payable. An error introduced by the Company or its fulfillment provider will not automatically be treated as customer error.

10.4 Carrier Restrictions. Some carriers may not deliver to PO boxes, military addresses, remote areas, parcel lockers, hotels, temporary addresses, or freight forwarders. The Company may request an alternative address where necessary.

10.5 Customs or Carrier Address Verification. Carriers, customs authorities, brokers, or local delivery partners may request address verification, phone confirmation, identity confirmation, tax identification where legally required, or additional delivery information. Failure to respond may delay delivery or result in return, abandonment, or additional charges.

11. Delays, Lost Packages, and Damaged Packages

11.1 Delivery Delays. Transit may be affected by carrier disruptions, customs, weather, holidays, peak periods, site access, recipient availability, special handling, or supply chain events. A delay alone does not establish loss or Company fault. An estimate or third-party disruption does not, however, remove an agreed commitment, the need to provide required notices, or an available statutory remedy.

11.2 When to Report a Delivery Problem. Contact info@soulalchemyworld.com promptly if the stated delivery window has passed, tracking shows an exception or an apparent incorrect delivery, or there is another reasonable basis to suspect loss or non-delivery. Provide the order number, tracking information, and a description of the issue. You do not need to wait thirty calendar days after shipment or wait for a carrier to declare the parcel lost before contacting the Company.

This Policy does not impose a seven-business-day forfeiture period starting from the shipping confirmation. Carrier claim deadlines may affect evidence or recovery procedures, but do not automatically extinguish rights against the Company. Damage-reporting arrangements appear in Section 11.4.

11.3 Lost or Undelivered Package Resolution. The Company will assess a loss or non-delivery claim using tracking, carrier inquiries, fulfillment records, and reasonably available customer evidence. Carrier confirmation may be relevant, but an official loss declaration is not the sole basis on which a claim can be assessed.

Where the Company is responsible for loss or failure to deliver, it will provide a replacement or monetary refund as appropriate under the accepted purchase terms and applicable law. Store credit may be offered as an optional resolution only with the customer's valid agreement where permitted; it is not imposed instead of a required monetary refund. If an agreed replacement is unavailable or cannot be supplied within an agreed or legally required period, the Company will provide the refund or other remedy required. Submission of a claim does not by itself guarantee a particular remedy before the facts are assessed.

11.4 Damage, Shortage, and Concealed-Defect Reporting. For the Company's commercial reporting procedure, notify the Company of shipping damage within seven (7) calendar days of the Delivery Date, or within a shorter product-specific period clearly disclosed before purchase in the Return and Refund Policy. Report a shortage, incorrect item, concealed damage, or non-working product promptly upon discovery under the applicable product-category procedure.

Provide the order number, issue description, and relevant photographs or videos of the item, available inner and outer packaging, shipping label, and any delivery notation, to the extent reasonably available and necessary. A valid claim is not automatically rejected solely because no damage was noted at delivery or every requested photograph is unavailable. Commercial reporting windows do not shorten an applicable warranty, latent-defect protection, or non-waivable statutory deadline; a disputed delivery scan is assessed under Section 9.3.

11.5 Preservation of Evidence and Safe Handling. Retain the affected goods, accessories, labels, and available packaging while the claim is reviewed, where safe and reasonably practicable. Avoid unnecessary alteration or disposal that could impede verification. Do not continue using a broken, leaking, overheating, or otherwise unsafe item; request safe handling instructions and preserve other available evidence. Missing packaging may affect an investigation but does not automatically defeat a statutory remedy or establish that the customer caused the problem.

11.6 Cross-Border Delay Factors. Cross-border and cross-ocean shipments may be delayed by export processing, international transit congestion, customs inspection, tariff review, local carrier transfer, weather, holidays, port delays, aviation or vessel capacity, geopolitical events, customs documentation requests, or destination-country delivery conditions.

11.7 Carrier and Customs Investigations. The Company will coordinate inquiries with relevant carriers, suppliers, customs brokers, or insurers and inform the customer of material findings and reasonably known next steps. It may request relevant evidence but will not postpone a remedy indefinitely solely because a third party has not closed its investigation or compensated the Company. An amount already established as refundable will not be withheld for an unrelated inquiry. Any shorter mandatory remedy or refund deadline takes priority over an internal or carrier investigation schedule.

11.8 Reasonable Customer Cooperation. Customers should provide information reasonably relevant and available to the claim, such as photographs, an address confirmation, a non-receipt statement, delivery communications, or a customs notice. Identification or a police report will be requested only where genuinely relevant, proportionate, and lawful; neither is a universal prerequisite to every missing-parcel claim. The Company will explain necessary additional evidence and consider reasonable alternatives where the requested item cannot be obtained. Cooperation requirements do not reverse a statutory burden of proof or excuse the Company's own investigation obligations.

11.9 Goods Located After a Remedy. If an original parcel arrives after a replacement or refund for the same goods, notify the Company so that it can confirm any lawful return or other arrangement. Where it requests return of duplicate goods, the Company will provide appropriate instructions and cover reasonable approved return costs. The customer will not be automatically charged again without a valid authorization or legal basis. This clause does not require payment for unsolicited goods or defeat a separate valid claim about a replacement.

12. Risk of Loss and Delivery Issues

12.1 Risk of Loss. Risk passes at the point required by applicable law and the validly agreed delivery arrangement, not merely because a shipping label is created or a parcel leaves a warehouse. Where consumer law requires the Company to bear risk until the customer or an authorized recipient obtains physical possession, that rule applies. Any different rule for a carrier independently commissioned by the customer applies only where its legal conditions are satisfied. Selecting a carrier offered by the Company is not, by itself, an independent appointment that transfers all risk to the customer.

12.2 Delivered but Not Received. If tracking indicates delivery but the parcel is missing, contact the Company promptly. Where safe and reasonable, also check the agreed delivery location, household members, building reception, a parcel locker, or the carrier. These checks are helpful but are not a requirement to exhaust every possible inquiry before contacting the Company. The Company will review available address, signature, photograph, collection, and other delivery records and coordinate a dispute or trace as appropriate.

12.3 Theft and Unattended Delivery. Responsibility for alleged theft, unauthorized collection, or loss following delivery depends on whether valid delivery and transfer of risk actually occurred under applicable law and the agreed arrangement. Delivery to the wrong address, failure to obtain an agreed signature, or placement in an unauthorized location will not automatically be treated as completed delivery. Where valid delivery and transfer of risk have occurred, the Company does not guarantee protection against every subsequent theft or third-party act, without prejudice to liability for its own conduct or an applicable statutory duty.

12.4 Customer-Appointed Forwarders and Receiving Agents. If the customer independently appoints a freight forwarder, reshipping service, or receiving agent, valid delivery to that authorized intermediary may constitute delivery to the customer where the agreed arrangement and applicable law allow. Subsequent independent transport may fall outside the Company's agreed delivery service. This does not exclude responsibility for an earlier defect, incorrect fulfillment, or Company-arranged delivery failure. A partner, transfer hub, or final-mile provider used by the Company to complete delivery is not automatically treated as the customer's independently appointed agent.

12.5 Delivered Scans and Loss Classification. A parcel marked delivered is not automatically classified as lost in transit; delivered-but-not-received claims may require a different investigation. Equally, that status is not an automatic rejection of the claim or conclusive proof that all delivery obligations were met. The Company will determine the applicable remedy using the actual evidence and Sections 9.3, 11, and 12.1 through 12.4.

12.6 Cross-Border Risk Events. Customs holds, transfer delays, import restrictions, local delivery failures, unpaid valid charges, or missing necessary information may affect a shipment. Any allocation of loss or costs must consider who was responsible, the accepted import and delivery arrangement, reasonable mitigation, and applicable law. International dispatch does not itself transfer all risk or exclude every refund or replacement. This clause does not guarantee reimbursement for every external event; it preserves the case-specific assessment and any mandatory remedy.

13. Final Sale and Shipping Relationship

13.1 Final Sale Does Not Excuse Non-Delivery. Final Sale restrictions concern discretionary returns and do not excuse failure to dispatch or deliver as agreed, a valid Quality Issue, or a mandatory cancellation or refund. Ordinary tracking gaps or a delay that creates no contractual or statutory remedy do not automatically entitle a customer to a discretionary return. The applicable outcome must nevertheless reflect Sections 3.9, 11, and 12 and the rights that cannot lawfully be excluded.

13.2 Coordination with the Return and Refund Policy. Product eligibility, authorized return instructions, inspection, and remedy administration are addressed in the Return and Refund Policy. That policy does not override a mandatory delivery remedy or restart a statutory refund deadline. The period for dispatching an approved return is separate from outbound order processing, transit estimates, and delivery-problem reporting. Existing defect, warranty, or non-delivery rights are not extinguished solely because an administrative return authorization expires.

14. Shipping Insurance and Special Handling Claims

14.1 Insurance Availability and Effect. Shipping insurance, where available, may be included or offered separately for an eligible product, carrier, or destination. A separately charged option requires clear terms and any required customer agreement, including the coverage, exclusions, claim channel, and material limits. Insurance does not guarantee automatic payment. Choosing not to buy optional coverage does not remove the Company's delivery or consumer-law obligations, and an insurer's rejection or delay does not automatically determine the customer's rights against the Company.

14.2 Special Handling. Fragile, oversized, high-value, handmade, limited-edition, liquid, scented, battery-containing, personalized, pre-order, or regulated products may require special packaging, extended processing time, special handling, restricted carrier options, signature confirmation, insurance review, or additional shipping charges.

14.3 Claims Documentation. Carrier, customs, insurance, or Company inquiries may require relevant photographs, packaging evidence, proof of value, delivery records, or a non-receipt statement. Requests are subject to the relevance, proportionality, safety, and legal protections in Sections 11.5 and 11.8. A carrier's documentation rule does not automatically become a condition that defeats a mandatory consumer remedy.

15. Contact Information, Updates, and Legal Effect

15.1 Contact Email. Questions about this document may be directed to Soul Alchemy World Limited at support@soulalchemyworld.com.

15.2 Company Name. The responsible company is Soul Alchemy World Limited.

15.3 Reservation of Rights. The Company reserves all rights not expressly granted in this document, subject to applicable law.

15.4 Policy Updates. The Company may update this Policy to reflect operational or legal changes and will identify the revised effective date. Any notice or renewed agreement required by law will be provided before the change is applied. Posting an update does not by itself authorize new charges or extinguish an already accepted shipping, replacement, or refund commitment.

15.5 Applicable Version and Liability Arrangements. An order is governed by the shipping terms validly made available and accepted when the purchase was made, subject to applicable law and any later valid agreement. A later update will not retroactively shorten an applicable reporting period or impose a less favorable delivery-risk rule. This Policy does not introduce a separate purchase-price liability cap. Any liability provision in the Terms of Use applies only where validly incorporated, legally enforceable, and consistent with non-waivable rights; carrier or insurer limits do not automatically cap a customer's claim against the Company.