terms and conditions
Firstly, click on this LINK to make sure you are going to make a safe purchase on our store.
Statuses on Soul Zen Shop:
Pending payment – Your payment didn’t go thought yet, it’s still waiting to be confirmed.
Processing – Your payment went through and will be shipped within 5 days.
On hold – Your payment is still waiting to be processed.
Completed – Your order has been sent. We have just sent your tracking link via email.
Cancelled – Your order has been processed
Refunded – Your payment has been refunded
Failed – Your payment failed, please try again.
Most orders require 1-2 business days to process from the time of purchase (BRT-03: 00). We do not process or ship orders on Saturday, Sunday or holidays.
National (We are based in Brazil) orders will be sent by PAC, Sedex or SEDEX 10 (at customer’s discretion) and international orders will be sent through EMS or ECONOMIC category (at customer’s discretion).
– After purchasing in our ecommerce, within 5 business days the customer will receive a confirmation email with a link to view tracking information once your order is submitted. It is the customer’s responsibility to track and receive the package. If the post office is not answered on the day of delivery, it will perform two (2) more attempts, if there is no success in the delivery, the package returns Soul Zen and thus, a request from the customer is necessary to resend the item. The customer will be responsible for the cost of resubmission.
– If a package could not be delivered to the customer due to customer failure (i.e. incorrect address / international tax rate not paid) the product is shipped back to Soul Zen and we will notify customer by email with options for resubmission. The cost will be charged from the customer.
If you have made a purchase and the product you received did not please or serve you, do not worry! Soul Zen will exchange it, but first pay attention to the following information:
- Soul Zen will exchange the merchandise if:
- Only non-washed, unused and odor-free products will be accepted;
- Items that have been altered by the customer will not be accepted
- The product must be intact; and the labels fixed to the item.
- The exchange can only be made for another size or another color of the SAME model.
- The customer has a period of three (3) business days, from the date he received the product at his residence, to forward the exchange request
- The cost of shipping for EXCHANGE products will be the customer’s responsibility.
- The modality of exchange is valid for National and International territory.
Step by step to exchange:
- Send an e-mail to email@example.com within 3 (three) business days from the date of receiving the merchandise and specify the SIZE or COLOR you would like to exchange your item for.
- We will return to you in 1-2 business days with instructions on how to send your product for exchange.
– If Soul Zen understands that the returned product does not meet the necessary criteria for the exchange or return mentioned above, the site is exempt from accepting the return or making the exchange. Soul Zen can then resend the product to the client without previous consultation, accompanied by the reason of the refusal.
– Before the customer receives the new order, money or refund, the item exchanged or returned must arrive at Soul Zen where it will undergo an analysis process which may take up to 5 business days to be completed. After that, we will proceed with the refund using the same payment method as the original payment.
(Exchange in National territory)
It will be necessary for the client to keep the postage proof, originated at the time of posting. This voucher should be sent to us by email.
Soul Zen is not responsible for the LOSS of goods caused by the Post Office, so it will be necessary that when posting, the customer buys the corresponding MERCHANDISE INSURANCE (percentage) on top of the value of the product, at the Post Office.
What is the deadline for cancelling the order?
– The deadline to cancel an order due to regret is up to 3 days after the product is received.
– To request the cancellation of the order is necessary to contact us by email: firstname.lastname@example.org
– We currently do not offer international merchandise returns
International Shipping Terms and Conditions: (please pay attention on this part)
Orders that are designated outside Brazil may be subject of local taxes, customs duties and fees charged by the country of destination (“Import Fees”). The consignee of the shipment is the importer of registration in the country of destination and is responsible for all import charges.
* If the customer refuses to pay the tax and customs taxes, the package is returned to us, the customer is responsible for the payment of all shipping charges (departure and arrival), which will be deducted from the customer’s refund. This amount is equal to the total product amount minus the shipping charge.
For example: If the item was $ 100 and the shipping was $ 45 and the item was declined and returned, the refund will be $ 55.