Shipping & Returns
ORDER & SHIPPING
First choose the product type (body, t-shirt, dress, etc.) you want; view the products you are interested in and click on the photograph to zoom in and see every detail, available sizes, composition and price. Select an item of clothing and add it to your basket. You can then choose to continue shopping or to process order. Select a payment method. Confirm the order. You will receive an email confirming your order.
In the event you wish to cancel your order, please contact our customer service. If we are unable to process the requested cancellation immediately, usually because the package has already been shipped, you may return the order to us. You as a customer are responsible for shipping costs associated with returns. Only once the package has returned to our warehouse, we will be able to process the cancellation.
SHIPPING CHARGES AND DELIVERY TIMES
Orders can be sent to any address selected by you (home, work, etc. - never a PO Box).
You are able to fill out a different delivery address than your invoice address in the checkout process. Note that the alternative delivery address must be in the same currency/country as your invoice address.
Shipping charges will be added to your order. Orders to Portugal are shipped with CTT. Other carriers may apply to international shipping.
Shipping rates are not inclusive of import fees that could be charged when the package reaches your destination country.
Hey Soleil offers Free Shipping depending on amount orders and countries; it will be applied to your order on the payment page.
EXTRA DUTIES AND CHARGES
For all countries inside the European Union (EU), prices include Portuguese VAT at 23%. Customers outside of the European Union (EU), will have the VAT charge removed in the checkout process. Orders to countries outside the European Union (EU) may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. We ship your package according to Incoterm Delivered Duty Unpaid (DDU), which means we do not collect VAT, duties and/or taxes on orders to countries outside the EU and we cannot predict what your particular charges may be. If you do incur in any such additional charges they must be rendered in order for your package to clear customs.
Please contact your local customs office for more information.
We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, our warehouse in Portugal processes your order the following business day (subject to card clearance). It is then picked, packed, and dispatched. Once it is on its way to you, you will receive an email with carrier and tracking number info.
Packages are not transported on weekends and local public holidays. Kindly note that the estimated delivery times are estimates and may vary due to external factors outside of Hey Soleil’s, control. Additionally, please note that during periods of promotional campaigns, delivery times may be longer than usual. Delivery times depend on the selected country.
Shipping costs will not be refunded for uncollected items. Return shipment for uncollected items may be subject to additional taxes, costs or charges levied by customs or other parties, none of which will be refunded by Hey Soleil.
If you receive your package, and it is not as you ordered, we will do everything we can to correct our mistake as promptly as possible. In the event of damaged items received, please contact our customer service department via firstname.lastname@example.org to get approval before returning the good(s). Please always state your order number in the email. Please also attach a picture detailing the damage and/or defect and outline in writing the damage and/or defect as detailed as possible. When returning the goods you, as a customer, are responsible for getting the goods back to us in desired condition. We will pay the costs of postage if the goods are proven damaged and/or defect.
RETURN & EXCHANGE
If you are not entirely satisfied with your purchase, we apply a 30 days right of return policy after you have received the item. Returned items must be unworn, unwashed, in its original packaging and have all the original tags.
Once the goods are received back at our warehouse and if the return is approved the refund will be issued. We will inform you when we've accepted your return and transferred the money.
HOW TO MAKE A RETURN
Please contact us via email email@example.com typing ‘Return’ as a subject, include your Order Number and the reason for returning it. Please also indicate if you like a refund, exchange or credit note.
Pack your garment in suitable package, being a company that cares about our planet we try to keep waste to a minimum, so please consider re-using our packaging.
Unfortunately we cannot take responsibility for shipping costs or returns in transit, You will not be compensated for returned packages lost in the return shipping. You are advised to send the package with a dispatch number so that it can be traced.
If your order was paid with a credit card, the money will be transferred to the card used at the purchase. These transactions can take up to 3-8 bank days.