Failed Deliveries

Address Accuracy Is Really Important. Here's Why...

At Soul Tees, we work hard to ensure a smooth and reliable delivery process. However, it’s important to note that achieving a successful delivery is a shared responsibility.

For our part, we take great care to ensure your order is printed, packed, and shipped accurately. On the customer's part, it is also essential that accurate and complete delivery details are provided to avoid issues.

Unfortunately, when incorrect or incomplete information is provided, the delivery is most likely going to fail. Below are some of the most common causes of failed deliveries we see on a very routine basis:

Causes of failed deliveries include*:

• Missing or wrong house number
• Missing the street name
• Missing the apartment number
• Missing the block number
• Missing the surname on building intercom
• Address mashups: correct street, but the wrong town / post code
• Old, previous or otherwise outdated address provided
• Orders delivered to a hot desk workspace after customer has moved on
• Orders sent directly to courier collection point without their agreement
• Orders sent to shared office building without any business name provided
• Late collection from pick up point
• Failure to reschedule delivery
• Returned due to delayed inquiry about order status

*not limited to just these examples. The list of reasons is ever growing.

We're not like Amazon, here's why that matters:

We totally get it. You order from someone like Amazon, you mess up the address, or you don’t collect your order in time from the collection point, and it doesn’t matter. They’ll literally just resend it again, no questions asked.

But Amazon operates on an enormous scale with warehouses everywhere, full of pre-made stock. Their drivers are already going up and down your street each day anyway, so for them, resending items is both cheap and easy. That's why they're so flexible about reshipping. 

Our business model is quite different. We’re a small business that prints each order individually, only after it’s been placed. This means we don’t have preexisting stock, so reshipping an item means paying our print partner to re-print your order for a second time, which naturally doubles our costs. Plus, we must pay for another round of shipping, at rates many times higher than what Amazon pay for their deliveries.

Responsibility on Both Sides:

For our part: we take great care to deliver on our side of the transaction by ensuring your order is printed, packed, and shipped correctly.

For the customers part: we kindly ask you take equal care to take a moment to check you are providing accurate and complete delivery details, or that you act promptly on collections or redirection requests.

We Don't Know Where You Live:

It’s really simple — you need to check that you’re giving us the correct delivery information. The root cause of failed deliveries is almost always incorrect details being provided at checkout.

But here’s the key point: we don’t know if the address you gave us is right or wrong. It’s entirely up to you to make sure the details are accurate before the order is placed.

Our Policy On Re-Shipments:

• We do not offer re-shipments, replacements or refunds for failed deliveries due to customer errors.
• Returned goods are automatically donated to charity, by our production partners, who receive returns on our behalf.

Frequently Asked Questions (FAQ)

Q1: Why don't you offer reshipments if my order is returned?
A1: As a small business, we print everything to order through external print partners who don't have the infrastructure to manage returns or reshipments. When an order is returned due to an issue with the provided address or a missed delivery, we cannot reship it. Returned goods are sent to our production partners and donated to charity.

Q2: Aren't you legally obligated to resend replacements?
A2: No, we are not legally obligated to resend replacements for failed deliveries. Our responsibility is to attempt delivery to the address provided by the customer. If the delivery fails due to incorrect or incomplete information, or is returned due to inactivity (e.g., failure to collect the package or reschedule the delivery within the specified time frame), our obligation ends there.

Q3: Why can companies like Amazon routinely resend returns but you won't?
A3: Amazon operates with a large warehouse fulfillment model, which allows them to handle returns and reshipments quickly. In contrast, we are a small, print-on-demand business, meaning we don't hold any stock. Our business model is completely different to theirs meaning we do not have that flexibility to reship all returns.

Q4: Why can't you just receive the returns back at your own office and reship them?
A4: We don’t have a physical office or facility in the UK to receive and handle returns. While we are based in Spain and do handle returns locally here in that way, we don't have the infrastructure in the UK to manage that process. Our print partners handle the printing and shipping directly, and if an order is returned undelivered, it is sent back to them. Their policy is to donate rather than figure out whom the package is meant for and turned around again (they receive a large amount of returns each day)

Q5: Can I not just pay to cover the cost of re-shipping the returned order?
A5: Unfortunately, no. It's not a matter of simply paying for the reshipping of the order. When an order is returned, our print partner donates it to charity on our behalf.

Q6: If an order is sent back does this mean I've lost my money?
A6: We understand that this situation is frustrating, but unfortunately, if the order is returned due to incorrect or incomplete address details, we cannot provide a refund or replacement.

Q7: What charities do you donate to and what do they do with the goods?
A7: Our print partners choose a rotating list of charities that typically focus on homeless issues. These charities distribute the goods to individuals in need, providing clothing and support to those facing hardship.

Q9: Is there any way I can possibly get my order reshipped?
A9: It's not possible, no. We cannot reship orders once they have been returned. Our print partners who receive returns on our behalf, do not have the facility to identify individual returned packages, open them, repack them and the send them out again. 

Q10: Aren’t you being incredibly inflexible here?
A10: We understand it might feel that way, especially if you’re used to shopping with companies that can very easily absorb these kinds of extra costs. But we’re a small business working with print-on-demand partners — we don’t hold stock, and our production partners don’t have the facilities to open returns, identify who they belong to, repack them, and send them back out again. Our approach isn’t about being inflexible, it’s about being transparent and staying viable as a business.