Delivery time is usually 1-3 business days within Germany, 2-6 days within Europe.

Please note:
For orders marked with "Pre-Order*", the delivery time may vary. The approximate shipping time or estimated delivery date for your pre-order items will be displayed during checkout.

You can easily view the shipping costs for your order in the shopping cart or during checkout, after you have entered your delivery address. This way, you will be shown the exact costs for your address.

Within Germany, shipping costs are usually €4.90.

For deliveries to Austria, Switzerland, and other countries in the European Union (EU), the exact shipping costs will also be displayed in the shopping cart and at checkout after you have entered your delivery address.

The available shipping options depend on your delivery address.

Within Germany, we ship with DPD and Deutsche Post.

For deliveries outside Germany, we work with various international shipping partners. For example, for Switzerland, we use the service of "MeinEinkauf". The exact shipping options for your address will be displayed during the order process.

To make your purchase as easy as possible, we offer a variety of secure payment methods:

• Klarna Invoice
  (Order now and conveniently pay in 30 days)
• Instant Transfer
• PayPal
• Credit Card

Additionally, we offer the following payment methods for specific countries:

• Austria: eps-transfer
• Netherlands: iDeal
• Belgium: Bancontact

After dispatch, you will receive a tracking link by email. Alternatively, you can track the current status via track.hive.app/de/soulhouse . Follow the steps:

• Enter the postcode of the delivery address
• Your order number (#SHxxxx)

There you can track the exact shipping status.

Please send us your order number and the correct address as soon as possible to shop@soulhouse.me. As long as your order has not yet been shipped, we will gladly adjust the address for you!

For logistical reasons, we cannot amend your order details once it has been placed.
If you wish to cancel, please try to do so before receiving the shipping confirmation. You can view and manage your orders and their status at any time at account.soulhouse.me.

You can return your order to us within 14 days of receipt without providing a reason. Please also note our return information.

Products must be returned unused, undamaged, and in their original packaging. For dietary supplements, the seal must not be opened or damaged. Returns are possible within 14 days of receiving the order.

1. Initiate return easily online

• Use our self-service return portal:
  https://track.hive.app/de/soulhouse/returns

2. Create return in the portal

• After entering the data, you can directly create a return and download your return label as a PDF.

3. Important notes on the return process

• We charge a flat fee of €4.90 for providing the return label. This amount will be automatically deducted from the refund amount.
• Please keep the shipping receipt for the return. This is the only way to ensure a refund in case of package loss.
• The return label function is only available during the return period (14 days from receipt of your order). After this period, returns via the portal are no longer possible.

See "How does manual return work?" as an alternative.

You can return your order independently with a shipping service provider of your choice. Important: The goods must be unused and in their original packaging. Please mark the package with "Return" and your order number and send it to:

Soulhouse c/o Hive
Maulbeerstraße 7
15834 Rangsdorf

Please keep the shipping receipt – we recommend insured shipping.

For the provision of our return label, we charge a flat fee of €4.90 per return (Germany). This amount will be deducted from your refund. You will receive the return label after creating the return via our return portal.

Simply go to https://track.hive.app/de/soulhouse/returns and follow the steps:

• Enter the postal code of the delivery address
• Enter your order number (#SHxxxx).

There you can initiate returns, create the return label, and track the shipping status at any time.

Once your return has been received at our warehouse, processing usually takes 2–5 business days. The refund will then automatically be issued to your original payment method.

Depending on the payment provider, it may take another 1–3 business days for the money to be credited to your account.

You will receive an email notification at each step, so you will always be kept up to date.

If you receive damaged or faulty goods, please contact our customer service department in advance at shop@soulhouse.me. Please provide us with your order number and a brief description – ideally with a photo. We will take care of your request as quickly as possible and find a solution immediately.

Our customer service team is happy to help you! If you have any questions about your order, our products, or other concerns, simply contact us by email at shop@soulhouse.me. We will get back to you as soon as possible to address your request.