📦Shipping/Return Policy
🍰️Processing Times
Every garment is 100% made by my mom-processing times range from 2-16 business days depending on her work load. And in some cases, processing times may take longer because of set backs. Your patience is much appreciated!
🦢Return Policy
Soft Lana does not allow returns because of hygienic reasons. Additionally, returned items cannot be resold which hurts us as a small brand-so please read the size chart carefully! In the case of a faulty item, please contact us!
🩰Lost/Stolen Packages
SoftLana is not responsible for shipping delays, lost or stolen packages, and orders sent to the wrong location because of incorrect addresses. If your package is marked as delivered but you have yet to be received, please sure to check around the front of your home, with your housemates, neighbors and building management. If the package is still unable to be located, we suggest filing a claim with the carrier directly.
💌Combine Shipping
If you have multiple orders that have not been fulfilled, you can email us your order numbers and we will ship them in one package and refund any extra shipping!
✈️Customs/Fees
Customers are responsible for any additional customs and fees in their respective countries. Unfortunely, that is out of our control. The customer is responsible for paying these. If the customer is not able to be located, or the package is refused as a result of failure to pay duties and custom fees, we are not responsible and you will not receive a refund for your order. The customer is responsible for receiving the package and arranging delivery if needed.
✈️International Delivery Times
International purchases can take a long time to arrive, often times up to 1-2 months. Please be advised when placing an order.
✈️International Tracking
USPS stops updating once the shipment is out of the country since it is no longer in USPS' hands. Often the package goes from USPS, then onto an international flight which takes it to your regional sorting center. The best way to track the whereabouts once it leaves its country is to contact your local post! Please be advised that international packages can oftentimes take about 1-2 months to arrive!
✈️Wrong Address/Returned Packages
If you've inputted the wrong address on your order, please contact us immediately with the correct address. Once the order has left our hands, there is nothing we can do. All returned packages need to have its postage paid again to be reshipped. Should you choose to not to have your order reshipped, store credit will be applied to your account for the amount of the order excluding the shipping cost.
🍓Changes/Cancellations
Please contact us ASAP if you need to change/cancel your order. Once the item has shipped, there is nothing we can do to help unfortunately.
🦢Faulty Item
In the case of a faulty item, please contact us! Store credit will be reimbursed once faulty item is received.