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Where do you ship?
We are able to ship to most countries in the world.
Due to post-service limitations, we don’t ship to the following countries: Angola, Brunei, Central African Republic, Chad, French Guiana, French Polynesia, Guadeloupe, Laos, Liberia, Martinique, Mauritius, Mongolia, Myanmar, Republic of the Congo, Reunion Island, Samoa, Seychelles, Sierra Leone, South Sudan, Tajikistan, Timor-Leste, Turkmenistan, Yemen, Cuba, Iran, Crimea, Syria, and North Korea.
How much does shipping cost?
We don’t charge extra for shipping, all orders come with free shipping.
When will I get my order?
Our fulfilment times may be longer than usual due to the effect of COVID-19 on delivery companies and may continue to increase until things get back to normal.
Currently, we estimate the deliveries to take:
* Europe: 7–14 business days
* USA & Canada: 10–21 business days
* Rest of the World: 14-28 business days
Where will my order ship from?
All of our products are shipped from the European Union.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
* Check your shipping confirmation email for any mistakes in the delivery address
* Ask your local post office if they have your package
* Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at support@soilcase.com with your order number.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. You are also able to track your shipment on your account page. If you have any questions about your tracking or shipment, drop us a line at support@soilcase.com.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at support@soilcase.com within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Do you offer returns or refunds?
There is a 14 day return period, but since every extra shipment is a burden to our planet, we kindly ask you to keep the returns to a minimum. Return shipping is paid by the customer. If you are not happy with your purchase, please write support@soilcase.com, and we’ll find a solution :).
Replacements or refunds are offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at support@soilcase.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange a case for a different case?
At this time, we don’t offer exchanges. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at support@soilcase.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!