Return & Refund Policy

  • All sales are final. We accept returns or exchanges for products damaged in transit or we have shipped the incorrect item.

  • Refunds and Exchanges: To be eligible for a refund or exchange, you must first email us within 14 days upon receipt of your item(s). Upon receiving your email, we will respond promptly to ensure your replacement is sent out as soon as possible. If a replacement item(s) is not available, we will refund the total purchase price.

Shipping Information

After receiving your order confirmation email, all orders are processed within 3 to 5 business days (excluding weekends and holidays). You will receive another notification when your order has shipped.  

Domestic Shipping Rates:
 

  • A special shipping rate of HKD$30 will be charged at checkout.

 

 

In-store pickup:
 

  • You can skip the shipping fees with free local pickup at SOIL Studio Shop (S307, Block A, PMQ, 35 Aberdeen Street, Central, Hong Kong). After placing your order and selecting local pickup at checkout, your order will be packed and ready for pick up within 3 to 5 business days. We will send you an email when your order is ready, along with instructions.

  • Our in-store pickup hours are 1 pm-6 pm from Monday-Sunday. Please have your order confirmation email with you when you come over for pickup.

 

International Shipping:
 

  • A special shipping rate of HKD$180 will be charged at checkout. 

  • *Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Craft by SOIL is not responsible for these charges if they are applied in your country and are incurred by you as the customer.

 

How do I check the status of my order?
 

  • When your order has shipped, you will receive an email notification from us, including a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

  • If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us by email with your name and order number, and we will take further action to check the status of the shipment.