Shipping policy

Thank you for shopping with Soothara. This policy explains how your order is processed, delivered and tracked.

Shipping destinations

We currently deliver to:

  • United Kingdom
  • United States
  • Canada

Available shipping options will be displayed at checkout. We may update the countries we serve at any time.

Shipping cost

We offer free tracked standard shipping on all Soothara orders unless otherwise stated at checkout.

Processing times

Please allow approximately 1–2 business days for:

  • Order verification
  • Quality checks
  • Packing
  • Tracking preparation

Orders placed during weekends, public holidays or particularly busy periods may require additional processing time.

Estimated delivery times

After dispatch, standard delivery usually takes:

  • United Kingdom: 5–8 business days
  • United States: 5–8 business days
  • Canada: 5–8 business days

Delivery estimates begin once the order has been dispatched, not on the date it was placed.

These timeframes are estimates rather than guarantees. UK online orders must generally be delivered within 30 days unless a different timeframe has been agreed with the customer.

Order confirmation

After placing your order, you should receive an order-confirmation email containing your purchase details.

Please check your spam or junk folder if the email does not appear in your inbox.

Tracking your order

Once your order has been dispatched, we will send a shipping-confirmation email containing your tracking information.

Tracking may take 24–48 hours to become active after dispatch.

You can follow the tracking link provided in your email or visit our Track Your Order page.

Multiple parcels

Orders containing multiple items may occasionally arrive in separate parcels.

This can happen when products are shipped from different fulfilment locations or when separate packaging is needed. You will not be charged additional shipping fees when an order is divided into multiple parcels.

Delivery delays

Although most orders arrive within the estimated timeframe, delays can occasionally occur because of:

  • Carrier disruption
  • Customs processing
  • Public holidays
  • Severe weather
  • High seasonal demand
  • Incorrect or incomplete addresses
  • Events outside our reasonable control

If your tracking has not updated for several business days or your order is significantly overdue, contact us at support@soothara.com.

International orders and customs

International orders may be subject to customs checks, import duties, taxes or handling fees depending on the destination country.

Unless otherwise stated at checkout, customers are responsible for charges imposed by their local customs or tax authorities. Customs processing may also extend the delivery timeframe.

Incorrect delivery addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Contact support@soothara.com immediately if you notice an error. We will try to update the address, but changes cannot be guaranteed once an order has entered processing or been dispatched.

We may be unable to provide a free replacement or refund when an order is delivered to an address entered incorrectly by the customer.

Failed delivery attempts

If a delivery attempt is unsuccessful, the courier may:

  • Leave the parcel in a safe place
  • Deliver it to a neighbour
  • Take it to a collection point
  • Attempt delivery again
  • Return it to the sender

Customers are responsible for following the courier’s tracking updates and arranging collection or redelivery where required.

Additional shipping charges may apply if an order must be resent because it was not collected, delivery was repeatedly refused or the address supplied was incomplete.

Orders marked as delivered

If tracking shows that your order has been delivered but you cannot locate it, please:

  1. Check around your property and any designated safe place.
  2. Ask other household members.
  3. Check with nearby neighbours.
  4. Contact the courier using the tracking details.
  5. Contact us if the parcel still cannot be found.

Email support@soothara.com with your order number and tracking information so we can review the issue.

Lost parcels

If tracking indicates that the parcel may be lost, contact us and we will work with the carrier to investigate.

Please note that the carrier may require time to complete its investigation before a replacement or refund can be approved.

The seller remains responsible for fulfilling the order rather than passing that responsibility entirely to the manufacturer or supplier.

Damaged parcels

If your order arrives damaged, contact us promptly at support@soothara.com.

Please provide:

  • Your order number
  • Photographs of the parcel
  • Photographs or video of the damaged product
  • A brief description of the issue

Keep the packaging until our support team has reviewed your request.

Order changes and cancellations

Contact us as soon as possible if you need to change or cancel an order.

We will try to help, but changes cannot be guaranteed after processing has begun. If the order has already been dispatched, you may need to wait for delivery and follow our Return and Refund Policy.

Contact us

For shipping and delivery questions, contact:

Email: support@soothara.com

Include your order number whenever possible so we can assist you more quickly.