Delivery policy

 

Please read our shipping & returns policies before placing your order. If you have any questions, please feel free to contact us  by email: contact@soulnsmell.com or WhatsApp us. We are here to help.

Where we deliver

 

  • We deliver to all physical addresses within G.C.C. Region.
  • We do not deliver to post boxes or internationally.
  • We also offer collections from Collection points and drop stations. Please get in touch with us for a map location.

Delivery charges

 

  • Delivery Rates are : 30SAR for Saudi Arabia - 3 BHD for Bahrain - 30 QAR for Qatar - 3 OMR for Oman  and 2.5 KwD for Kuwait
  • Free delivery applies to orders to all Main Centers over 150SAR.
  • A flat fee of 30 S.A.R. will be charged for orders to all Main Centers with less than 150SAR for all G.C.C. countries except U.A.E.
  • A flat fee of 15A.E.D will be charged for orders to all Main Centers with less than 150SAR for all U.A.E.
  • Please note that delivery to areas outside the main cities and some remote areas might incur additional fees.
  • These additional fees might sometimes be communicated to you after your order has already been completed. Again, we apologize for any inconvenience caused.

Main Centers

 

  • How to check your delivery cost: Go to Checkout, and type in your address and street code number - our system automatically stipulates the delivery fee depending on the amount of your order. In rare cases, additional fees might be communicated after the completion of your order.
  • If you redeem a voucher on your order that takes the total amount below 150 SAR, the flat rate fee of 30 S.A.R. will be applied to your order.
  • In rare cases, our customer service team might contact you to communicate additional delivery fees after placing your order.
  • If you are based in the Main Cities, select our Collect Option at Checkout for same-day delivery.

Delivery times

 

  • Our Courier Partner offers delivery service from Sunday to Saturday (09h00 – 18h00).
  • We do not deliver on weekends or public holidays.
  • Delivery to Emirates Cities usually occurs within 1-2 business days from the order's dispatch.
  • All other G.C.C. Cities deliveries should occur within 5 to 7 business days from the order's dispatch.
  • We cannot guarantee any specific delivery date and time. However, if the Courier company cannot affect delivery over three attempts, the parcel will be returned to the sender, and delivery will be re-routed at the client's expense.

Dispatch of orders

 

  • SoulnSmell strives to fulfill orders as soon as possible.
  • We do not dispatch orders during the weekends or public holidays.
  • Once an order is placed and paid for, it can take approximately 4-6 Hours until it is dispatched for delivery.

Returns and Exchanges

 

    • You may return purchased goods to SoulnSmell within fifteen days of receipt.
    • The goods must be returned with all packaging and documentation and be undamaged in any way.
    • A written reason for the cancellation must accompany the returned goods.
    • To return the Goods, please send returned goods Request to Customer care to get the waybill for return; a courier from the delivery company will contact you for collection. 
  • It is the customer's responsibility to notify SoulnSmell that goods are being returned, and a copy of the proof of return (image) stating the tracking number has to be sent to our customer care email: contact@soulnsmell.com
  • The goods remain the customer's responsibility until they are received and signed by SoulnSmell.
  • If an unwanted product is returned and exchanged for a different product, in that case, the customer will be charged or refunded any price difference, and the customer will be charged for return shipping.

Compatibility Returns

 

  • SoulnSmell stocks and sells multiple capsule systems but is not involved in manufacturing the items.
  • If you are not satisfied with the compatibility of the capsule in your specific machine, please contact us immediately to arrange a refund.
  • You may return purchased goods to SoulnSmell within fifteen days of receipt.
  • The goods must be returned to us in the condition they were dispatched, complete with all packaging and in a re-saleable state. Only orders with less than 5% usage will be fully refunded. All returns with over 5% usage will be refunded at a pro-rata rate.
  • The compatibility is clearly stated under the information of the actual product. However, 100% compatibility cannot be guaranteed; please read further information here under Machine Compatibility

Refunds

 

  • Refunds are issued upon reception and inspection of the returned goods.
  • SoulnSmell reserves the right to deduct any direct costs associated with the order, such as delivery costs, from the final refund amount.
  • Only goods in a re-saleable state apply for refunds.