Frequently Asked Questions

We have compiled the most frequently asked questions below to make your shopping experience simple, smooth, and enjoyable.

I. How do I place an order?

Select the items you wish to purchase, add them to your cart, review your shipping details, and proceed to checkout.
Once your payment is confirmed, we will begin preparing your order immediately.

II. Can I modify my order after placing it?

If your order has not yet entered the processing stage, please contact our customer service team as soon as possible and we will do our best to assist you.

Once the order is being prepared or has already been shipped, modifications are no longer possible.

III. How can I track my order?

It’s easy.
You can visit the “Order Tracking” page on our website or click the tracking link provided in your shipping confirmation email.

IV. Where do you deliver?

We currently deliver within Australia only.

V. What are the delivery timeframes?

Order processing time: 1–3 business days after payment confirmation

Estimated delivery time: approximately 5–10 business days depending on your location within Australia

VI. What are the shipping fees?

Free shipping is available for orders over AUD 166.69.

For orders below this amount, a shipping fee of AUD 18.32 applies.

The final shipping cost will be clearly displayed before payment.

VII. Can I cancel my order?

Yes.

You may cancel your order within 48 hours of purchase, provided it has not yet been processed.

If the order has already entered the preparation stage, you may refuse delivery upon arrival or submit a return request after receiving the parcel.

VIII. How do I request a return or exchange?

Please contact us by email and provide the following information:

• Order number

• Reason for return or exchange

• Photos of the product

Our customer service team will guide you through the next steps.

IX. When will I receive my refund?

Refunds are issued to the original payment method and are generally processed within 1–3 business days, depending on your financial institution.

X. Do you offer after-sales support?

Absolutely. Our customer service team is available to assist with:

• Order-related inquiries

• After-sales support

• Returns and exchanges

• Website assistance

XI. Contact Information

Address: 532 BONDS ST, GEORGETOWN, SC 29440-3266, US
Customer Service Phone: +1 (803) 380-6524
Customer Service Email: customer@softelivo.com
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (AEST)