Shipping policy

SHIPPING POLICY

Last Updated: August 25, 2026

This Shipping Policy explains the processing, shipping, tracking, delivery, customs, and lost-package procedures for orders placed through Weston Row at https://softelux.com/.

SHIPPING DESTINATIONS

Weston Row ships to many destinations worldwide, subject to:

• Carrier availability
• Product restrictions
• Customs requirements
• Payment-provider restrictions
• Applicable laws and sanctions
• Address-serviceability requirements

Available shipping destinations and delivery options are shown during checkout.

We reserve the right to cancel and refund an order if we cannot legally or reasonably ship to the destination provided.

FREE STANDARD SHIPPING

Weston Row currently offers free standard shipping to eligible destinations unless a different shipping charge is clearly displayed at checkout.

Free shipping applies only to the standard shipping method offered for the destination.

Additional charges may apply when a customer requests:

• Expedited delivery
• A special courier
• Address correction after dispatch
• Redelivery
• Reshipment after a failed or refused delivery

Any available shipping charge will be displayed or communicated before it is collected.

ORDER PROCESSING

Order processing begins after payment authorization and any necessary order verification have been completed.

Processing may include:

• Payment confirmation
• Fraud and security review
• Address verification
• Product availability confirmation
• Product inspection
• Packaging
• Transfer to the shipping carrier

Processing time is separate from shipping transit time.

Orders are not normally processed, shipped, or delivered on weekends or applicable public holidays.

High-demand products, temporary size shortages, supplier interruptions, payment reviews, address issues, or quality-control concerns may require additional processing time.

If a material delay or stock problem occurs, we will contact the customer using the email address provided at checkout.

For additional information, please review our Order Processing Policy.

ESTIMATED SHIPPING TIME

Standard shipping generally takes approximately:

10–30 business days after the order has been dispatched.

Business days do not include weekends or applicable public holidays.

The estimated delivery period begins when the parcel is accepted by the shipping carrier, not when the order is placed.

Delivery estimates are not guaranteed arrival dates. Actual transit time may vary depending on:

• Destination country or region
• Carrier and postal operations
• Customs inspection
• Weather conditions
• Public holidays
• Remote-area delivery
• Transportation disruptions
• Incorrect or incomplete addresses
• Failed delivery attempts
• Events outside our reasonable control

Some destinations may require additional time.

SHIPPING CARRIERS

Orders may be transported by international postal services, commercial couriers, local postal operators, or other delivery partners.

The carrier completing the final delivery may be different from the carrier that originally accepted the parcel.

A tracking number may display information from more than one carrier as the shipment moves between countries or delivery networks.

We may select the appropriate shipping service based on the destination, parcel size, product type, carrier availability, and operational requirements.

ORDER CONFIRMATION

After an order is successfully submitted, an order confirmation is sent to the email address provided at checkout.

An order confirmation means that we received the order. It does not mean that the order has been dispatched.

Please review the following information carefully:

• Customer name
• Email address
• Shipping address
• Postal code
• Telephone number
• Product
• Size
• Color
• Quantity

SHIPPING CONFIRMATION AND TRACKING

When tracking becomes available, a shipping confirmation or tracking update will be sent to the email address associated with the order.

Tracking information may take several business days to display activity after the label or shipment record is created.

Temporary gaps in tracking do not necessarily mean that a package has been lost. Tracking may pause while the shipment:

• Travels between countries
• Waits for customs processing
• Transfers between carriers
• Moves to the local postal system
• Awaits the next physical scan

Customers are responsible for monitoring tracking and responding promptly to carrier notices.

MULTIPLE SHIPMENTS

Items within the same order may be shipped separately when:

• Products are prepared at different fulfillment locations
• Items become available at different times
• Parcel size or carrier restrictions require separate packages

Customers may receive more than one tracking number.

Receiving one parcel does not necessarily mean that the entire order has been delivered. Please review all tracking numbers associated with the order.

SHIPPING ADDRESS RESPONSIBILITY

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

The address should include:

• Recipient’s full name
• Street address and unit or apartment number
• City
• State, province, or region
• Postal code
• Country
• Reachable telephone number, where required by the carrier

Weston Row is not responsible for delays or delivery failures caused by incorrect, incomplete, outdated, or undeliverable information supplied by the customer.

ADDRESS CHANGES

We will make a reasonable effort to update the address, but changes cannot be guaranteed after the order:

• Enters fulfillment
• Is packed
• Receives a shipping label
• Is transferred to a carrier

We cannot redirect a parcel after dispatch unless the carrier supports the change.

Additional carrier or redelivery charges caused by a customer-requested address change may be the customer’s responsibility.

CUSTOMS, IMPORT DUTIES AND TAXES

International shipments may be inspected or delayed by customs authorities.

Taxes collected directly by Weston Row, if applicable, are displayed during checkout.

Unless otherwise shown at checkout or required by applicable law, customers are responsible for:

• Import duties
• Customs fees
• Brokerage charges
• Local taxes
• Clearance fees
• Other charges imposed by the destination country

Weston Row does not control customs decisions or the amount of fees imposed by local authorities.

Customers must not refuse a parcel solely to avoid customs or import charges without first contacting us.

CUSTOMS INFORMATION

We complete shipping and customs documentation using reasonable and legally appropriate product information.

We will not knowingly:

• Falsify customs declarations
• Declare a shipment as a gift when it is a commercial purchase
• Use materially inaccurate product descriptions
• Alter documentation to evade taxes, duties, or legal restrictions

Customers are responsible for providing information reasonably required for lawful customs clearance.

DELIVERY ATTEMPTS

Depending on the carrier and destination, delivery may require:

• A signature
• Collection from a postal facility
• Collection from a parcel locker
• Additional address confirmation
• Payment of customs charges
• Scheduling of redelivery

Customers are responsible for reviewing carrier notices and collecting parcels within the carrier’s stated time.

FAILED OR REFUSED DELIVERY

A parcel may be returned to the sender because of:

• An incorrect or incomplete address
• Repeated failed delivery attempts
• Failure to collect the parcel
• Refusal of delivery
• Unpaid customs duties or import charges
• The recipient being unavailable
• Local carrier restrictions

If a parcel is returned for a reason not caused by Weston Row, we will review the available options after the parcel is received and inspected.

Where permitted by law, actual shipping, return, customs, redelivery, or reshipment costs may be deducted from an eligible refund or charged before reshipment.

TRACKING SHOWS DELIVERED

If tracking shows “Delivered” but you cannot locate the package, please:

• Check the mailbox or parcel locker
• Check all entrances and secure delivery locations
• Ask household members
• Ask neighbors
• Contact building management or reception
• Contact the local carrier using the tracking number
• Allow a short period in case the delivery scan was entered early

If the package remains missing, contact us with:

• Your order number
• Tracking number
• Confirmation of the shipping address
• Details of your contact with the local carrier

We will review the available carrier information and assist with the next reasonable step.

A delivered tracking event may require investigation before a replacement or refund decision can be made.

DELAYED SHIPMENTS

A shipment is not automatically considered lost because tracking has not updated for several days.

International shipments may experience extended periods between tracking scans.

If the shipment exceeds the estimated delivery period, contact us. We may:

• Review the tracking history
• Contact the shipping provider
• Request a carrier investigation
• Ask the customer to contact the local postal service
• Provide an updated delivery estimate
• Offer another appropriate resolution

Please allow reasonable time for the carrier or postal service to complete its investigation.

LOST PACKAGES

If the carrier confirms that a shipment has been lost or cannot be delivered, we will review the order and provide an appropriate resolution.

Depending on the circumstances and product availability, the resolution may include:

• Reshipment
• Replacement
• Refund to the original payment method
• Another mutually agreed resolution

A replacement or refund may be delayed while a carrier investigation is pending.

DAMAGED PACKAGES

If a package or product arrives damaged, contact us promptly and provide:

• Your order number
• Tracking number
• Photograph of the outer packaging
• Photograph of the shipping label
• Photograph of the internal packaging
• Clear photographs or video of the product damage

Please retain the merchandise, packaging, labels, and accessories until the claim has been reviewed.

Do not return a damaged product before receiving return instructions.

INCORRECT ITEMS

If the product received is different from the product, size, or color shown in the order confirmation, contact us and provide:

• Your order number
• Photograph of the complete product
• Photograph of the size or product label
• Photograph of the shipping label
• A description of the discrepancy

If we confirm a fulfillment error, we will provide an appropriate resolution under our Return and Refund Policy.

CUSTOMER-REQUESTED RETURNS

Shipping a product back to Weston Row is governed by our Return and Refund Policy.

For returns unrelated to a product defect or our fulfillment error, the customer is responsible for return shipping costs.

Customers must contact us before returning any merchandise. Do not send returns to the business address unless customer service specifically confirms that address for the return.

FRAUD PREVENTION

To protect customers and prevent shipping and payment fraud, we may review:

• Billing and shipping address consistency
• Address validity
• Payment authorization
• Reshipping or freight-forwarding activity
• Unusual order quantities
• Repeated failed payment attempts
• Other relevant transaction-risk information

Orders that cannot be reasonably verified may be delayed, canceled, or refunded.

EVENTS OUTSIDE OUR CONTROL

We are not responsible for delays caused by circumstances outside our reasonable control, including:

• Natural disasters
• Severe weather
• War or civil unrest
• Public-health emergencies
• Government action
• Customs restrictions
• Carrier disruptions
• Labor disputes
• Transportation interruptions
• Internet or infrastructure failure

This section does not limit any mandatory customer rights under applicable law.

POLICY CHANGES

We may update this Shipping Policy to reflect changes in carrier services, shipping destinations, operational practices, legal requirements, or store procedures.

The current policy will be published on the Site with an updated “Last Updated” date.