Frequently Asked Questions
Where do orders ship from, and how long does delivery take?
Orders ship from China. We normally hand orders to the carrier within 2–3 business days after payment; processing time is separate from transit time. Estimated transit times after carrier handoff: Japan, Standard: approx. 5–7 business days. Other available destinations, Standard: approx. 7–15 business days. Express: approx. 5–8 business days. These are estimates, not guaranteed delivery dates, and customs clearance may extend delivery. Shipping Policy
How much does shipping cost?
The available shipping methods and the final shipping charge for your destination and order are shown at checkout. Standard shipping is currently free for eligible international parcels weighing up to 0.5 kg. Other rates depend on destination, parcel weight, and the selected service. Shipping Policy
Which carriers do you use? Can I track my order?
Standard shipping usually uses YunExpress, and Express shipping usually uses FedEx; we may use another carrier when needed. Every shipment receives a tracking number after dispatch. Shipping Policy
Will I have to pay import duties or taxes?
We usually arrange to pay import duties, but we do not promise Delivered Duty Paid (DDP) shipping for every order. Import taxes, customs clearance fees, or other charges may vary by destination and shipment. If a carrier or customs authority asks for an unexpected payment, please contact us before paying where possible. We will not charge you an additional amount ourselves without your agreement. Shipping Policy
Can I cancel my order?
You may request cancellation within 24 hours after placing the order. After that, we may have started preparing it and cannot guarantee cancellation before shipment. Your rights under applicable consumer law remain unaffected. Return and Refund Policy
Can I return an item if I change my mind?
Yes. Email info@freesoul-living.com with your order number within 14 days after the last item in your order is delivered; you do not need to give a reason. Please send the item back within 14 days after telling us. The deadline is met when you dispatch the parcel. Contact us before sending it so we can give you packing and shipping instructions. Return and Refund Policy
Who pays for return shipping, and is there a restocking fee?
Change-of-mind returns go to our warehouse in China, and you pay the return shipping cost, using a tracked service. A restocking fee of 30% of the returned item's purchase price applies where permitted by applicable law. It is separate from the return shipping cost. We do not charge this fee for faulty, damaged-on-arrival, or incorrect items, and we will explain any applicable fee before completing the return. Return and Refund Policy
My item arrived damaged, faulty, or not what I ordered. What should I do?
Email info@freesoul-living.com with your order number and photos where available. We will discuss a replacement or refund with you. If a return is needed, please contact us before shipping so we can agree on the return method. We will cover return shipping costs where required by applicable law. Return and Refund Policy
My parcel seems delayed or lost.
If tracking stalls, a delivery attempt fails, or your parcel appears lost, you may contact the local carrier for the latest information, or contact us and we will help. If the parcel is confirmed lost, we will discuss a replacement or refund with you. You may also resolve a claim with the carrier before contacting us. Shipping Policy
How can I contact you?
Email info@freesoul-living.com. For questions about an order, please include your order number. Contact information