PLEASE READ AND REVIEW OUR SHIPPING POLICIES CAREFULLY.
THIS SHIPPING POLICY IS FINAL. NO EXCEPTIONS WILL BE MADE TO THE FOLLOWING SHIPPING POLICY AND THE SHIPPING RULES SET OUT BY ECHO SOUL CREATIONS. IT IS YOUR RESPONSIBILITY TO READ AND UNDERSTAND THE SHIPPING POLICY BEFORE PLACING AN ORDER THROUGH ECHO SOUL CREATIONS.
WEIGHT-BASED SHIPPING:
Our website (www.echosoulcreations.com) solely uses weight-based shipping to calculate the shipping cost of your order.
Every order’s shipping amount will be based on the weight of your order. This ensures a fair and accurate shipping cost for both you as the customer and us as the seller. Whether you choose to have your items shipped nationally, internationally, via the post office or via courier, the cost will be based on weight.
PLEASE REVIEW OUR REFUNDS AND RETURNS POLICY BEFORE PLACING AN ORDER THROUGH OUR WEBSITE
POLICIES:
Echo Soul Creations is solely responsible for packaging and shipping your order with your correct details via the shipping option that you chose at checkout through our website. All orders will be posted within 7 working days of receiving your payment (this means that we will only post your order once the funds have cleared in our account). Once your order has been posted, you will receive an email via the email address you provided during checkout with a tracking number and all necessary information that you need to trace and track your order. Please allow 24 hours for the tracking number to become active as sometimes there may be a delay outside of our control in the tracking number becoming active for tracking.
MAKE SURE THAT YOU PUT THE CORRECT ADDRESS DETAILS, POSTAL CODES, LOCKER NAMES AND CONTACT DETAILS ON YOUR ORDER. IF YOU HAVE ANY ORDER NOTES, PLEASE INCLUDE THEM IN THE ORDER NOTE SECTION DURING CHECKOUT.
It is your responsibility to keep track of your order via the tracking number and link provided to you via email. It is the receiver’s responsibility to ensure that they are at their given address to receive their order and to ensure that they keep track of the delivery date so that delivery of their order is not missed.
Echo Soul Creations is not responsible for missed deliveries, misspelled addresses or contact details, a delay in delivery or tracking your order for you. However, if there is an issue with your tracking number or you are struggling to track your parcel, please do not hesitate to reach out to us via email.
PLEASE ALWAYS CHECK YOUR SPAM FOLDER FOR YOUR TRACKING NUMBER. SOMETIMES OUR EMAILS MAY SHOW UP IN YOUR SPAM FOLDER.
If you miss your delivery (nationally or internationally) it is your responsibility to contact the respective shipping service to arrange a re-delivery of your parcel. If your parcel is sent back to us, you will not receive a refund or in-store credit. Echo Soul Creations is not responsible for posting the order back to you free of charge. You will be responsible to pay for shipping the order again within 7 working days of us receiving your parcel. Once we have received the order back to us, you can let us know how you would like to have the order sent back to you (you can choose any of the shipping options available to your respective address). You need to make your payment for the shipping within 7 working days of us receiving your parcel otherwise we will release the items back into our shop for purchase. Once your payment is made we will ship the items back to you within 7 working days.
Echo Soul Creations is not responsible for any delays or circumstances outside of our control, including delays during customs and customs withholding parcels. This is completely outside of our control. Echo Soul Creations is also not responsible for customs seizing parcels sent by us to you, whether that be within South Africa or within your respective country. It is your responsibility to ensure that the item/s you are ordering from our shop are allowed to enter your country without any issues from your respective country’s customs and/or import rules and regulations.
The estimated shipping times given for each shipping option is the time frame communicated to us by the respective company. Please remember that there is always a possibility of a delay in shipping and we encourage you to be patient if any delays occur.
Echo Soul Creations has chosen the most effective and reliable postage options for national and international orders. All items are quality tested and parcels are carefully packaged to ensure no breakage during shipment. Echo Soul Creations is not responsible for any breakage that occurs during custom checks.
You as the customer and/or receiver is solely responsible for any import duties, taxes and customs fees that may occur during transit, delivery or collection of your order.
No discount codes will be applied to shipping costs. Any discount codes are only valid for the cart amount.
WHAT HAPPENS IF MY NATIONAL ORDER IS LOST?
If you have requested your order to be posted nationally within South Africa and it goes missing, Echo Soul Creations will refund you the full amount of the purchased items (excluding the shipping cost). You will only qualify for a full refund on the items you purchased if extensive contact has been made with the respective shipping company to ensure that the parcel is in fact lost and not just delayed or been shipped to the wrong address.
We will require proof that contact has been made with the shipping company and proof from the company that they cannot find or locate your package. As long as your tracking number is still active and we are able to track your parcel, no refunds will be made until the shipping company has sent proof of a lost package.
WHAT HAPPENS IF MY INTERNATIONAL ORDER IS LOST?
Echo Soul Creations is only responsible for a full refund of the purchased items (excluding the shipping cost) if your order goes missing within South Africa. This meaning that the order was lost by the chosen shipping company before the parcel left South Africa. Once the parcel arrives at customs in South Africa and/or leaves South Africa, no refunds will be made to lost packages whatsoever.
You will only qualify for a full refund on the items you purchased if extensive contact has been made with the respective shipping company to ensure that the parcel is in fact lost and not just delayed or been shipped to the wrong address. We will require proof that contact has been made with the shipping company and proof from the company that they cannot find or locate your package. As long as your tracking number is still active and we are able to track your parcel, no refunds will be made until the shipping company has sent proof of a lost package.
We understand that as an international customer, it is not always easy to get hold of shipping companies outside of your country. If you are facing any struggles with recovering a lost package, please contact us via email and we will help you get in contact with the respective shipping company. You will find more details below regarding the shipping options.
ANY REFUNDS FOR LOST PACKAGES WILL BE MADE VIA BANK TRANSFER FOR SOUTH AFRICAN CUSTOMERS AND VIA PAYPAL FOR INTERNATIONAL ORDERS. ECHO SOUL CREATIONS IS NOT RESPONSIBLE FOR ANY BANK FEES OR PAYPAL FEES THAT MAY OCCUR FOR YOU AS THE CUSTOMER DURING THE TRANSACTION.
HOW DO WE/YOU KNOW THAT YOUR PARCEL HAS BEEN CHECKED INTO YOUR RESPECTIVE COUNTRY?
You will receive a tracking number that will be active to track on the given link that we send to you via email once your order has been sent.
The first way to see that the parcel has been checked into your respective country is on the tracking information. Every time the tracking number is checked into the next step of the transit, it will update on the tracking information.
We can also see that your order has been checked into your country when we are able to to see tracking updates via the tracking number on your respective country’s National Postage website. For example: if your order was posted via the South African Postal Service to the USA and we are able to track your parcel via USPS, it means that the parcel has been checked into the US and has been handed over to USPS for customs and delivery.
NATIONAL SHIPPING (WITHIN SOUTH AFRICA):
National shipping refers to any and all shipping that takes place within the country of South Africa.
Shipping options available to addresses within South Africa:
1. PUDO LOCKER.
2. PAXI with PEP.
VERY IMPORTANT: IF YOU CHOOSE PUDO LOCKER OR PAXI AS YOUR POSTAGE OPTION, YOU NEED TO PUT THE EXACT LOCKER NAME AND LOCATION IN THE ORDER NOTE AT CHECKOUT THAT YOU WANT YOUR PARCEL TO BE DELIVERED TO. IF YOU DO NOT DO THIS, IT COULD CAUSE DELAYS IN YOUR PACKAGE BEING POSTED AS WE WILL HAVE TO CONTACT YOU VIA EMAIL FOR THE PUDO LOCKER OR PAXI PEP STORE DETAILS.
1. PUDO LOCKER:
PUDO is a locker-to-locker option. If you choose PUDO, your order will be delivered to the locker of your choice that you have written in your Order Note at checkout. PUDO delivery takes between 1-5 working days regarding there are no delays.
Please keep in mind that once your package has been dropped off at the PUDO locker, you have 36 hours to collect it. You will receive an sms and email from PUDO (The Courier Guy) with a pin to unlock the locker and retrieve your package.
If you do not collect within 36 hours, The Courier Guy will recollect your parcel and take it to their nearest sorting depot. You will then have to email them at support@thecourierguy.co.za to arrange a re-delivery by booking another locker. This is your responsibility to arrange as you did not collect your order within the given time frame.
PUDO Locker is available for orders up to 20KGS in weight.
You can track your parcel via the link below:
PUDO SHIPMENT TRACKING
2. PAXI with PEP:
Paxi with PEP is a store-to-store service. Your order will be delivered to the exact store that you have written in your Order Note during checkout. The PAXI option on our website takes anywhere between 7-9 working days to be delivered to the store.
PAXI is a great option for those who need more flexibility with collecting their parcels. PAXI will keep your order for 14 calendar days before returning it to sender. If you do not collect your PAXI parcel in time, you will be responsible for paying the delivery fee again within 7 days of us receiving the parcel back.
You can contact PAXI via any of their contact details or Whatsapp available through this link: Contact PAXI.
PAXI with PEP is only available for orders up to 10KGS in weight.
You can track your parcel via the link below:
PAXI SHIPMENT TRACKING
IF YOU HAVE PLACED AN ORDER ABOVE 20KGS AND THERE IS NO SHIPPING OPTION AVAILABLE TO YOU WITHIN SOUTH AFRICA, PLEASE DO NOT HESITATE TO REACH OUT TO US AS WE WILL BE ABLE TO ARRANGE SPECIAL SHIPPING FOR YOUR ORDER IF IT EXCEEDS 20KGS.
INTERNATIONAL SHIPPING (ALL SHIPPING OUTSIDE OF SOUTH AFRICA):
International shipping refers to any and all shipping that takes place outside of the country of South Africa. This is all of the countries that Echo Soul Creations ships to internationally via the South African Postal Service and/or Global Express Courier. If you are from a country that is not available for shipping on our website, you are welcome to send us an email (echosoulcreations@gmail.com) to request special delivery options to your country and we will try our best to accommodate your order.
Because our shop works with weight-based shipping, be sure to check the prices of the post office and the courier options because depending on the weight of your order, one option might be better than the other when you consider the price and the waiting time.
INTERNATIONAL ORDERS MAY BE SUBJECT TO TAXES, CUSTOMS FEES AND/OR IMPORT DUTIES DEPENDING ON YOUR DESTINATION COUNTRY. PLEASE DO YOUR RESEARCH ON THIS BEFORE ORDERING FROM OUR SHOP AS YOU ARE RESPONSIBLE FOR ANY AND ALL FEES THAT MAY OCCUR DURING THE DELIVERY PROCESS.
A useful resource for tracking international orders is: Global Package Tracking . This should be used as an EXTRA tracking resource and not as the ultimate tracking information for your order.
Shipping options available to international addresses outside of South Africa:
1. Post Office via the South African Postal Service.
2. Global Express Courier.
1. Post Office via the South African Postal Service:
If you choose to post your parcel via the Post Office, it will be posted through the South African Postal Service. Your shipping cost is calculated according to the weight of the items you ordered.
The estimated shipping time via the post office according to the South African Postal Service is anywhere between 2 to 4 weeks depending on the destination country and regarding there are no delays. However, in our experience, packages can take anywhere between 2 to 8 weeks to arrive. We share this information openly and honestly to ensure no disappointment for longer waiting times when choosing to use the Post Office as your shipping option. We have used the SA Postal Service for international deliveries many times in the past and even though the waiting time is a bit longer, it is a reliable and affordable way to receive your order.
AN IMPORTANT NOTE TO REMEMBER: Once your package has been checked into your country, it gets handed over to your respective country’s national postal service and you will be able to track your parcel through your country’s respective national postal website. For example: if your parcel gets checked into the US, you will be able to track your parcel via USPS, if your parcel gets checked into Germany you will be able to track your parcel via Deutsche Post and so on. This means that it is your responsibility to ensure delivery of your parcel through your respective National Postal Service as it is completely out of our control to arrange missed deliveries or undelivered parcels.
This shipping option is available for orders of any weight.
You will receive a tracking number via the email you provided which you can track on the following link:
SOUTH AFRICAN POSTAL TRACKING
You can contact the SA Postal Service through any of the following means if necessary:
Telephone: 0860 086 860 / +2712 845 2814/5
Email: customer.services@postoffice.co.za or to customer.service@postoffice.co.za
2. Global Express Courier:
Postnet Global Express Courier is a fast and reliable courier service that ships internationally from South Africa. Packages can take anywhere between 2-5 business days to be delivered depending on your destination country and regarding there are no delays in transit or at customs.
This option is not available to customers in Australia. If you are a customer from Australia who wishes to have their items posted via courier, please do not hesitate to contact us via email.
Shipping costs are calculated according to the weight of the items you ordered. This shipping option is available for any orders up to the weight of 27.50kgs.
You will receive a tracking number via the email you provided which you can track on the following link:
GLOBAL EXPRESS COURIER TRACKING
You can contact this service via:
Tel: 0860 767 8638
Email: callcentre@postnet.co.za
IF YOU HAVE ANY QUESTIONS OR QUERIES WITH REGARDS TO SHIPPING OR OUR POLICIES, PLEASE CONTACT US ANYTIME VIA EMAIL AT ECHOSOULCREATIONS@GMAIL.COM . WE WILL BE HAPPY TO HELP YOU IN ANY WAY THAT WE POSSIBLY CAN.