Shipping and Returns
We know you like to get your parcels fast! Please allow up to 2-3 business days for order processing. We process orders from Monday to Friday.
We ship Australia wide and internationally.
Shipping will be calculated at checkout and we offer free Australia wide parcel post on all orders over $100.
Domestic - Australia
TRACK YOUR ORDER
Once your order is shipped, you will receive a confirmation email which will include a Tracking Number.
If you have not received your parcel within ten working days of ordering, or your parcel has arrived damaged, please contact us at firstname.lastname@example.org
Orders received over a weekend will be processed on the following Monday. Orders made on a public holiday will be processed the following business day.
As always we strive for the best delivery timeframe given the circumstances. We aim to provide updates, however, feel free to contact us to obtain a status update.
Returns & Exchanges
Returns and exchanges are not accepted based on crystal or wood characteristics or on change of mind.
Stones and wood are natural materials each beautiful and unique in pattern and composure; therefore no two crystals or wooden grid boards will ever be the same. Please be aware that as natural objects their appearance can vary from the images shown and they may contain tiny fissures and pits. Please expect to find inclusions and beautiful markings within the crystal and variations in the wood. Please be aware that some of our products are hand made or hand-cut so they will never be completely ‘perfect’.
All items purchased from Soulwood are carefully packed with love and care. Each item is thoroughly inspected before being packaged and sent to all of our customers. We use soft foam padding and bubble wrap to ensure your pieces arrive safely. However, accidents may occur during transit on the rare occasion.
For breakages and exchange requests, please email email@example.com with your order number # and a photo along with your query, within 7 days of you receiving your parcel.
Refunds and store credits will be issued at the discretion of Soulwood. All refunds are made through the type of payment method in which you made the original purchase. Once we receive the item, we will begin to process the refund within 7-10 business days and we will notify you once the refund has been processed from our end.
Please note, Soulwood may or may not reimburse return shipping charges on refunds or exchanges (this is determined on a case by case basis). Soulwood bear no responsibility for the loss of an item being returned, which is why we recommend using registered mail to return an item. Soulwood will not be held liable for items that are sent back broken or damaged, and may or may not process the refund/exchange if so.