Shipping policy

Order Processing Time

All orders are processed within 3 business days (excluding shipping time). Orders are not processed or shipped on weekends or public holidays. During high order volumes or promotional campaigns, shipments may be delayed by a few days. Please allow additional time in transit for delivery. If there is a significant delay in shipping your order, we will contact you via email.

Shipping Rates and Estimates (Malaysia)

Shipping charges for your order will be calculated and displayed at checkout. We offer the following options:

• West Malaysia (Standard Shipping): 3–5 business days
• East Malaysia (Standard Shipping): 3–7 business days

International Shipping

We currently ship to South Korea, Malaysia, Singapore, Hong Kong, Thailand, United Kingdom, Indonesia, China, and Philippines.

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Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email once your order has shipped, containing your tracking number(s). Tracking information is usually active within 24 hours.

Customs, Duties, and Taxes

We are not responsible for any customs duties, VAT, or additional taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

Soulcare is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier directly to file a claim. Please retain all packaging materials and damaged goods before filing a claim.

Lost or Stolen Packages

We are not responsible for lost or stolen packages confirmed as delivered to the address entered for an order. Upon inquiry, we will confirm the delivery to the address provided, date of delivery, tracking details, and courier information so the customer may investigate with the carrier.

Returns and Refunds

Please refer to our [Return Policy] for detailed information about returning your order.

Thank You

Thank you for choosing Soulcare. We’re committed to ensuring your order arrives safely and on time so you can enjoy your skincare ritual with confidence.