SHIPPING POLICY

SHIPPING RATES

We offer free ( $0 ) express shipping via UPS to: 

  • United States

We offer free ( $0 ) standard shipping via USPS, DHL 4XP and EMS to: 

  • Australia
  • New Zealand
  • United Kingdom
  • Canada

SHIPPING TIMES

  • For US orders, all orders are expected to ARRIVE WITHIN 2-10 DAYS.
  • For All International orders, orders are expected to ARRIVE WITHIN 1-3 WEEKS, depending on the residential address, size of order and shipping company used.

HANDLING TIMES

All orders are dispatched 1 business day after purchase, however, please note that this may be expended during public holidays, limited-time sales, COVID-19 and or special events.

HOW DO I CHECK THE STATUS OF MY ORDER?

Once your order has shipped, you will receive an email / SMS ( If opt-in ) from SOUVOIR including a tracking number that can be used to monitor the status of your order. Please allow up to 48 hours for your tracking information to become active.

If you wish to track the status of your order, we highly advise using: ups.com for US orders and ordertracker.com for international orders.

If you haven’t received your order within 30 days of receiving your shipping confirmation email / SMS, please contact us at contact@souvoir.com with your name and order number, and we will respond and resolve as soon as possible.

WHERE IS MY ORDER BEING SHIPPED FROM?

  • All US orders are processed and shipped from our warehouse in California, US. 
  • All international orders are processed and shipped from our warehouse in Shanghai, China.

CAN I CANCEL MY ORDER BEFORE IT IS SHIPPED?

As our orders are dispatched the next day, there is no guarantee that we will be able to cancel your order after your order has been processed. However, if you make a mistake with your order such as a typo in your shipping address or wish to amend your order in any way, please contact us as soon as possible, and we will work to rectify the situation, as long as your order has not been sent to fulfilment.

TAXES & DELAYS ( INTERNATIONAL ORDERS ONLY )

For international orders, your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. SOUVOIR is not responsible for these charges if they are applied and are your responsibility as the customer.

Please note, that due to COVID-19, many shipping companies are prioritising the shipments and receiving of emergency and necessary medical equipment. This could mean that your package may be withheld from the shipping company for an extended period of time which would lead to longer wait times and delays. Please note that SOUVOIR is not responsible for these delays. We hope you understand, as this is something completely out of our control.

Please note that whilst uncommon, your parcel may be subject to review and or scrutiny by your residential country border force/customs, which may cause delays. All goods imported by post or mail (whether for commercial purposes or personal use) are assessed for community protection risks, permit and import requirements, duty, taxes and other charges. This measure is out of our control and is by no means the responsibility or fault of SOUVOIR.