Digital Delivery Policy
All Soulmates Drawings products are personalised digital products. No physical item is shipped and there is no postage charge.
Delivery time
Most complete, paid orders are delivered by email within 24–48 hours. The delivery period begins when payment is confirmed and all required personalisation information has been supplied.
Where we send your files
We use the delivery email entered in the product form. Please check it carefully before adding the product to your cart. Your Shopify order email may be used to contact you if the delivery address appears invalid or an email cannot be delivered.
What you receive
Your package is described on the product page and may include a high-resolution portrait, a reflective reading, a PDF and any paid digital add-ons. Save a copy of your files after delivery because access links may not remain active indefinitely.
If your order has not arrived
- Check spam, junk and promotions folders.
- Search your inbox for “Soulmates Drawings” and your Shopify order number.
- Confirm that 48 hours have passed since the complete paid order was received.
- Email support@soulmatesdrawings.com with your order number and the email address used for delivery.
We aim to reply within one business day.
Delays
If quality checks or missing information delay an order, we will try to contact you with a revised estimate. You do not need to place a second order.
Changes and corrections
Contact us as soon as possible if personalisation information is wrong. We can normally update it before production begins. If we make an error, omit a purchased file or materially miss an instruction supplied with the order, one correction is included under our Refund and Satisfaction Policy.
Support
Email support@soulmatesdrawings.com and include your order number. Do not send payment-card details or unnecessary sensitive information by email.