Shipping & Refund Policy

We take every step to ensure that your Soul Award arrives safely and beautifully. Below, you’ll find everything you need to know about delivery times, returns, and the care we put into each creation.

1. Shipping Information

Processing Time:
Each Soul Award is prepared with care and intention. Orders are typically processed within 5–10 working days, depending on customization and availability.

Delivery Time:

Within Greece: 2–5 working days after dispatch.
Within the EU: 5–10 working days after dispatch.
International Orders: 10–20 working days, depending on location and customs procedures.

Shipping Providers:
We work with trusted courier and postal partners to ensure safe delivery.

Tracking:
You will receive an email confirmation with tracking details once your order has shipped.

Delays:
Delays may occur due to force majeure (strikes, customs checks, natural events). We’ll always keep you informed should that happen.

2. Packaging

Each Hero Edition Set and Pergamene is carefully packed by hand to protect its quality.
Our packaging reflects the dignity of your gesture — elegant, recyclable, and designed to arrive in perfect condition.

3. Shipping Costs

Shipping fees are calculated at checkout and vary by region and weight.
From time to time, The Soul Award may offer free shipping promotions for select products or destinations.

4. Order Confirmation

Once your order is placed, you will receive:

A confirmation email with your order summary.
A second email with tracking information once your order ships.

If you do not receive a confirmation within 24 hours, please check your spam folder or contact us at honor@thesoulaward.com.

5. Returns & Refunds

Because every Soul Award item is personalized and made-to-order, returns are limited under EU law.

Eligible Returns:
Only non-personalized items (such as accessories or ceremony materials) can be returned within 14 days of delivery, in unused condition and original packaging.
Non-Returnable Items:
Personalized products — including Pergamenes, plaques, or Hero Edition Sets — cannot be returned or refunded, as they are uniquely created for each recipient.
Damaged or Incorrect Orders:
If your order arrives damaged or incorrect, please contact us within 7 days of delivery.
We will gladly replace or repair the product free of charge once the issue is verified.

To request a return or report a damaged order:
honor@thesoulaward.com (Subject: “Return Request” or “Order Issue”)

6. Refund Process

Once your return is approved and received, refunds are processed within 5–10 working days to your original payment method.
Shipping costs are non-refundable unless the item was faulty or incorrect.

7. Right of Withdrawal (EU Consumers)

In accordance with EU Directive 2011/83/EU:
Consumers have the right to withdraw from a purchase within 14 days of delivery without giving any reason, except for customized goods.

To exercise this right, contact us at honor@thesoulaward.com.
You will receive a withdrawal form and instructions for return.

8. Contact Us

For any shipping, refund, or product-related questions, please contact:
honor@thesoulaward.com
The Soul Award, Strefi, Ancient Olympia, Greece
+30 6981320643

Closing Note

Every Soul Award travels not just through space, but through meaning.
Behind every shipment is a story, a name, a moment of gratitude.
We promise to handle yours with the same reverence we give to the souls it was made to honor.