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Current processing times are 7-10 business days (or longer for international packages)to ship regardless of chosen shipping speed or shipping company. 

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DOMESTIC SHIPPING POLICY

  • Everything is hand-made, sometimes to order.

  • Current processing times are 7-10 business days to ship regardless of chosen ship speed or shipping company. 

    • If you need expedited shipping (faster than our current processing times): please call ‪(828) 367-7260‬ or use our contact form at suulparfum.com/contact for options.

  • Once your package has shipped you will receive an email 

    • if you haven't received an email it either went into your junk folder in your email or your package has not shipped yet. 

  • We recommend shipping with UPS versus the united states postal service (USPS.)

    • UPS is the more expensive option but UPS packages ship faster as they can pick up packages multiple times a week and are the easiest for you to deal with in the event they lose or damage your package in transit.

  • USPS packages are dropped off once a week (on Thursdays or Fridays) at the Downtown Asheville Post Office. 

    • So, if you selected USPS then expect a shipping email on one of those days

  • We reserve the right to change or upgrade your carrier to UPS.

    • in the event your package is larger, contains a 100ml water perfume, or contains many items, this is to ensure safe and fast delivery of your package. 

  • Track your package frequently and if your package seems lost or stuck in transit you will need to call the shipping company as soon as you can to determine what has happened.

    • And possibly file a lost package claim.

  • In the event of a lost package, after first contacting the shipping company, please contact us by phone at ‪(828) 367-7260‬ (during business hours) or use our contact form at suulparfum.com/contact for options.

    • We can discuss the next course of action. We pay for a shipping insurance plan from a 3rd party company on every package as a courtesy to our customers and can have the value of lost packages reimbursed and quickly reship your order. 

  • We will not reship a lost package until you call the shipper, work with us to file the necessary claims with the shipping company, and our 3rd-party shipping insurer if necessary. 

    • A lack of compliance may lead to a permanent loss of your package.

At this time we do not ship internationally. 

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RETURNS/REFUND POLICY

  • As these are handmade personal care products they are nonreturnable/refundable unless they are; 

    • Defective

      • In the event your item is defective (pump doesn't work, roller-ball is stuck, etc.) either call ‪(828) 367-7260‬ or use our contact form at suulparfum.com/contact and describe the nature of your issue and we will resolve it as quickly as possible. ​

    • Incorrect

      • In the event your package is incorrect​

A)You must contact us within 7 business days of receipt of your package and supply photos that show;​

1. The incorrect item

2. The invoice

3. The number on the outside of the package​

+ Failure to inform us, provide the necessary information, and photos in a timely manner may result in you keeping the incorrect item and forfeiting your right to exchange or return it.

  • Damaged

    • ​In the event, your package is damaged in transit

A)You must contact us within 7 business days of receipt of your package and supply photos that show;

  1. all damage to the item(s)

  2. box, crate, pallet, etc, and all packing material.

    • ​PACKAGING AND ITEM(S) MUST NOT BE SENT BACK TO THE SHIPPER OR DISCARDED UNTIL THE REFUND IS COMPLETED!

+ These images are required in order to fulfill shipping insurance claim requirements and a lack of compliance with this policy may lead to a forfeiture of your return.​

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