Shipping and Returns

Shipping

Where do you ship from?

All orders are packed and shipped from softandwet's studio in Treviso, Italy.

Do you ship internationally?

Yes, international shipping is available to the following countries. Shipping is free on all orders over €300.

Please note: depending on your location, the courier service may vary between FedEx, UPS, and occasionally DHL.

  • Italy: Poste Italiane, €6 (1-4 business days) / UPS Express, €10 (1-2 business days)
  • EUROPE (ZONE 01: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland): FedEx/UPS Standard, €12 (1-4 business days) / FedEx/UPS Express, €20 (1-2 business days)
  • EUROPE (ZONE 02: Albania, Bosnia and Herzegovina, Cyprus, Hungary, Iceland, Malta, Moldova, Montenegro, North Macedonia, Norway, Serbia, Turkey): FedEx/UPS Express, €30 (1-4 business days)
  • United Kingdom: FedEx/UPS Standard, €18 (1-4 business days) / FedEx/UPS Express, €24 (1-2 business days)
  • NORTH AMERICA (Canada, USA): FedEx/UPS Standard, €20 (4-6 business days) / FedEx/UPS Express, €26 (2-4 business days)
  • MIDDLE EAST AND ASIA (China, Egypt, Hong Kong SAR, Israel, Japan, Singapore, South Korea, United Arab Emirates): FedEx/UPS Standard, €24 (4-6 business days) / FedEx/UPS Express, €30 (2-4 business days)
  • OCEANIA (Australia, New Zealand): FedEx/UPS Express, €30 (2-6 business days)

If you can't find your country on the list above, feel free to get in touch for further help. Please take into account that products shipped outside of the European Union could be subject to custom fees and import duties depending on the custom regulations of the destination's country. These fees will be fully charged to the customer.

When will my order arrive?

Please check the list above. Although I do my best to ship your package as soon as your order is completed, it might take up to 5 business days for your order to be processed. For urgent orders, feel free to leave a note at check-out and select an express shipping option.

How can I track my order?

You will receive a personal tracking number via email once your order will be ready to be shipped. All international orders are shipped with Fedex or UPS, while domestic orders are shipped with Poste Italiane (SDA) or GLS.

What happens if I'm not home when the package is being delivered?

The courier will usually attempt to deliver your package at your address twice. If the courier still finds you unavailable, your package will be brought to your local courier facility, where it will be kept for a few more days. Please always check your tracking number in order to know where your package is located, or call your country’s courier customer service to reschedule your delivery. If the package isn’t collected, it will be finally sent back. In this case, the new delivery will fully be at the customer’s expense.


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Returns

Can I return or exchange my items?

Items can only be returned. Custom orders and items on sale are not eligible for return. To return one or more items, all of the following conditions must be met:

  • The return must be requested within 14 calendar days from the delivery date.
  • The item(s) must be in its original, unused, unaltered and unwashed conditions.
  • The item(s) must be returned with its original tags and packaging.

The customer is fully responsible for the return’s shipping cost. Original shipping costs will also not be refunded.

How do I return an item?

If you wish to return an item, please follow these steps:

  1. Make sure to meet the conditions listed above.
  2. Email info@softandwetundies.com with your order number and specify the item(s) that you’d like to return. Please wait for a confirmation email, which will include the return's address.
  3. Prepare your package and seal it securely for safe transit.
  4. Pick your preferred postal/courier service that can provide a tracking number. I will not be responsible for any lost or stolen packages. The customer is fully responsible for all return shipping costs.
  5. Ship your parcel and email the new tracking link at info@softandwetundies.com.
  6. Once received, I will proceed by refunding you to the original payment method within a few days. It might take a few more working days for the refund to appear on your bank account. Original shipping costs will not be refunded.