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We understand that you've encountered an issue where your item has been marked as delivered, but you haven't received it. We're here to assist you in resolving this matter.

Here are the steps we recommend taking in this situation:

1. Check your delivery address: Ensure that the address provided during the order is accurate and matches your current location.
2. Check with neighbors: Sometimes, parcels are mistakenly delivered to nearby addresses. Please inquire with your neighbors if they received your item by mistake.
3. Contact your local post office or courier: Get in touch with your local post office or courier company to verify the delivery status and inquire about the parcel's whereabouts.
4. Provide us with details: If you've completed the above steps and still haven't located your item, please contact us. Share your order number and any additional information that can help us investigate the situation.

In cases like this, we need to conduct an investigation with Royal Mail, our delivery partner. Royal Mail provides proof of delivery, including pictures and GPS location data to confirm the delivery. Please be aware that the claim process may take some time as we can only issue a replacement once we receive confirmation from Royal Mail.

We take delivery issues seriously, and we'll work diligently to resolve this matter and ensure you receive your order. Your satisfaction is important to us, and we appreciate your patience and cooperation as we investigate this issue further.

If you have any questions or concerns, please don't hesitate to get in touch with us. We're here to assist you every step of the way.

If you wish to return one or more items from your order, we're here to guide you through the process. Please follow these steps to initiate a return:

1. Ensure items are unopened: Please note that items must be unopened and in their original condition for a return to be processed. This includes perfumes, as it is a standard industry practice that opened perfumes cannot be returned.
2. Review our Return Policy: Before proceeding, we recommend reviewing our Return Policy for detailed information on eligibility, timelines, and conditions for returns.
3. Package the items: Carefully pack the item(s) in suitable packaging to prevent damage during return transit.
4. Send the package: Please remember that return shipping is the customer's responsibility, so we recommend using a tracked and insured shipping method for your protection.
5. Wait for processing: Once we receive the returned item(s), our team will inspect and process the return as per our Return Policy.
6. Receive a resolution: Depending on the return reason and the condition of the item(s), we will provide a resolution, which may include a refund, replacement, or exchange, in accordance with our Return Policy.

Your satisfaction is essential to us, and we aim to make the return process as smooth as possible. Please remember to ensure that the items are unopened. If you have any questions or need further assistance, please don't hesitate to contact us. We're here to help you with your return request.

Thank you for choosing Soghaat Gifts & Fragrances, and we appreciate your business.

At Soghaat Gifts & Fragrances, we take every care to ensure your parcel is delivered safely. However, if you've received damaged items, we're here to assist you.

**Important**: Do not dispose of any broken items, as we require photographic evidence and may need the product back to send it to our supplier for further inspection or claim purposes.

When reporting damaged items, please follow these steps:

1. Provide as many pictures as possible of the damaged item(s) and the condition they arrived in.
2. Include clear images of the delivery box if it shows any signs of damage.

Once you've collected the necessary evidence, please upload the pictures along with your request. This will help us expedite the resolution process.

Upon receiving the evidence, we will thoroughly review it, and if the damage is confirmed, we will offer a replacement for the faulty item as per our policy.

If you have any questions or need assistance with this process, please feel free to contact us. Your satisfaction is our top priority, and we're dedicated to resolving this issue promptly.

If your parcel didn't show up as expected, we understand your concern. It's important to note that our Royal Mail Tracked 24 and Tracked 48 services aim to deliver within the specified time frame, but they are not guaranteed services.

This means that while Royal Mail makes every effort to deliver your package within the expected time, there may be occasional delays beyond our control. If your parcel hasn't arrived and you have specific concerns, please contact us, and we'll assist you in resolving any issues.

Your satisfaction is important to us, and we appreciate your patience and understanding regarding delivery times.

For a detailed understanding of Royal Mail Tracked services and their terms and conditions, you can download the Royal Mail Tracked Reporting Guide here.

If you have any other issues related to delivery or if your concern is not covered here, please don't hesitate to get in touch with us. We're here to help with any delivery-related inquiries you may have.

Please note that once your order is picked or shipped, it cannot be modified or canceled. If you wish to make changes or return one or more items, we recommend checking our return policy for guidance on the returns process.

If you have any questions or need further assistance, please don't hesitate to contact us. We're here to assist you with any inquiries you may have.

United Kingdom:

For any questions related to shipping and delivery, we encourage you to refer to our comprehensive Shipping & Delivery page. It contains detailed information on shipping methods, estimated delivery times, and other essential details you may need.

If you require further assistance or have specific inquiries not addressed on that page, please don't hesitate to reach out to us directly. We're here to help.

International:

We keep adding more countries from time to time, but at the moment, we only ship to: Andorra, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom (UK).

If your country is not listed here or at the checkout, it means that at the moment, we do not ship to your country.

If you have any questions or need further assistance, please feel free to contact us. We're here to help with any inquiries you may have.

If you haven't received your order confirmation or tracking details, we apologize for any inconvenience. To assist you, please provide your order number, and we'll ensure you receive the necessary information promptly.

Please also check your spam folder as sometimes our emails may land there. Alternatively, if you don't have the order number, please provide the following details:

• Date of the order
• Name on the order
• Payment method used
• Delivery/billing address associated with the order

This information will help us locate your order and provide you with the required details.