CUSTOMER SERVICES

SHIPPING

WORLDWIDE SHIPPING

UK Delivery

Delivery inside the UK costs £5. We offer pick up in our London showroom and same day personal delivery costs £20. 

Standard delivery orders will arrive within 2-4 working days. Your order will be delivered via a tracked service. You will receive a tracking number by email. We will notify you of any delays to standard delivery times.

We offer free UK returns. For more information, please read our returns policy.

US Delivery

USA flat rate: £20

Your order will be delivered within 5 working days via a tracked service. You will receive a tracking number by email. We will notify you of any delays to standard delivery times.

We offer free returns on orders from the US. For more information, please read our returns policy.

Europe Delivery

We offer £15 to the following countries

Andorra, Austria, Belgium, Bosnia And Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine.

The estimated delivery time is 5 to 7 days. You will receive a tracking number by email.

 

Rest of the World Delivery

£30 for International deliveries

Argentina, Australia, Brazil, Brunei, Canada, Chile, China, Colombia, Fiji, French Guiana, Hong Kong, India, Iran, Israel, Japan, Kazakhstan, Kuwait, Lebanon, Malaysia, Maldives, Mexico, New Zealand, Papua New Guinea, Paraguay, Peru, Philippines, Qatar, Russia, Saudi Arabia, Singapore, South Africa, South Korea, Taiwan, Thailand, Turkey, United Arab Emirates, Uruguay, Vietnam.

The estimated delivery time is 7 to 10 days. You will receive a tracking number by email.

Returns are at the cost of the customer.

For other countries please contact us at soubistd@gmail.com

Please note, international shipments may be subject to cross-border inspections by customs authorities.

For returns information, please read our returns policy.

 

Cancelling an Order

If you have placed an order but then wish to change or cancel it, please contact us as soon as you can, at soubistd@gmail.com or (+44) 07379195688.

We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the standard Returns procedures.

If the order has not yet been processed and is subject to cancellation, any sum debited to us from your credit or debit card will be re-credited to that credit or debit account within 30 days of your order.

Pre Order

We occasionally offer the option to pre-order some items. The estimated availability date will vary from product to product and can be found on the product description. Our customer service team will keep you updated on the progress of your order and the expected delivery date. Once the item is dispatched, you will receive a confirmation email and should expect to receive it within 3 – 5 working days.

We aim to dispatch all orders within 24 hours. Please note that delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only. Delivery can take longer than expected due to customs clearance procedures in certain countries and factory delays. We will endeavour to keep you updated with any unforeseen delays.

RETURNS

We offer free returns from the UK, US and EU for items received within 15 days from the date of delivery.

    Items must be returned clean, unused and with all their tags attached. Swimwear briefs, swimsuits and body wear can not be returned due to hygiene reasons. Naturally any faulty items can be returned. Returns of any non-faulty items that are not in condition suitable for resale (i.e. used, washed, damaged, soiled or altered) will not be refunded. 

    • Pack the item/s and document received in the original box or similar to ensure the items reach us safely.
    • Ensure that the returns address or sticker is affixed to the front of the package. 
    • Our customer service representative will be in touch to confirm the return of your item/s and process your refund. Most refunds will take between 7-10 working days to process fully.

    Please email customer services at soubistd@gmail.com with any questions.

    UK Returns

    Please visit the link below to obtain a return label:

    https://www.royalmail.com/track-my-return/create/3095

    Item/s can be returned free of charge at any Royal Mail Post Office. The return address is PARK WEST APARTMENTS. FLAT 68. W22QJ.

    Any items lost during delivery will be refunded if a proof of postage is provided.

    France & EU & US Returns

    Item/s can be returned free of charge for our customers in France, EU and US. Please follow the below step by step guidelines.

    1. Tell us why you are returning and get a prepaid DHL label. Please contact us at soubistd@gmail.com and provide us with your web order reference and what item/s you would like to return or exchange. We will then send you a prepaid label, please stick it on your return box.

    2. Shipment. You can then drop off your parcel at a DHL drop-off point or organise a DHL home collection free of charge.

    Drop-Off 

    For Drop Off, you will find your nearest DHL drop off point here: https://locator.dhl.com/ . Please attach the prepaid DHL Barcoded Returns Label we provided you to your box and seal it. The DHL drop-off location will scan your return and post it back to us.

    Home Collection

    You are able to book DHL to collect from your address for free - online or by phone.

    Either call DHL directly to arrange your collection. Please call the following numbers: UK: 0844 248 0844 / US: 1-800-225-5345 / France: 0809 400 213 / Other countries: https://www.dhl.com/global-en/home/contact-us.html

    Alternatively, simply go to: https://returns.dhl.co.uk/ereturns and follow the steps provided.

    • Select your country
    • Shipment Label – We are already providing a prepaid return label – so select ‘No’ to creating a label
    • Select ‘I have a DHL Waybill Number’ and enter this. This is located on your DHL Barcoded Returns Label under the small barcode
    • Enter your collection address
    • Enter the dimension of your parcel as 26 x 21 x 6.5cm and the weight as 1.5kg

    Then pack your items into the original packaging and seal the box.  Attach the DHL Barcoded Returns Label securely to the outside of the box.

      International Returns

      For any country outside the UK, the EU and the US, returns will be at your own charge. Please initiate the return with your local postal courier, sending your package to PARK WEST APARTMENTS. FLAT 68. W22QJ.

      Please ensure you obtain a proof of postage for your own records. Your customer service representative will then be in touch with you once the garment has arrived back with us to start your refund process. Your refund will then take between 7-10 days to process fully.

      Exchanges

      Please note that we only accept exchanges for like-for-like items. You must initiate your exchange within 15 days from the date of delivery.

      To initiate an exchange please contact us at soubistd@gmail.com. In your email, please send us your web order reference and what item/s you would like to exchange and in exchange of what. We will get back to you by email and advise on the next steps.

      Faulty Items

      SOUBI STUDIOS will be happy to exchange for the same item if a product is damaged, faulty or incorrectly shipped through any circumstance that is in our error within 14 days from the date of dispatch.

      Please contact us at soubistd@gmail.com In your email, please send us a picture of the damaged piece so that our production team can advise on the problem.

      Under such agreed circumstances SOUBI STUDIOS will cover the cost of shipment of the replacement items.

      Terms and Conditions

      Under Standard Returns procedures goods can be returned to SOUBI STUDIOS providing they are unworn, and in the same condition that they were when delivered to you. Returns can be made according to agreement at the time of purchase. Under this agreement, any sum debited to us from your credit or debit card will be re-credited to that credit or debit account within 30 days of your order. Most refunds are processed within 7-10 working days of the goods being returned subject to their condition upon receipt and the time for the funds to be returned. This timing will also be dependent on your banks processing timing.

      We will not refund any postage and packing charges if you cancel an order or return goods after the 15 days allowed under the Distance Selling Regulations or if you only cancel part of your order. Postage will be refunded if agreed as part of a promotion at the time of sale.

       

       

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