Shipping Policy

Order Processing

Orders are generally processed within 1–3 business days, Monday through Friday. Processing time is separate from shipping time.

Once your order has been dispatched, tracking information will be sent to the email address used at checkout.

United States Shipping

Tracking details are emailed after dispatch. Delivery times exclude weekends, public holidays, customs delays, and other circumstances outside our control.

Canada Shipping

Free standard shipping applies to qualifying orders of $75 or more. Customs duties, taxes, or import fees, if applicable, are the customer’s responsibility.

United Kingdom Shipping

Delivery usually takes 7–12 business days after dispatch. Orders may be subject to VAT, customs duties, or import fees imposed by local authorities.

Australia Shipping

Orders over $100 qualify for free standard shipping. Transit times exclude processing time and possible customs clearance delays.

Order Fulfillment

SUBSTYEL is an online fashion retailer. Depending on the product, stock availability, and delivery destination, orders may be fulfilled and shipped by our third-party international fulfillment partners.

Fulfillment locations may vary by product and destination. This means your order may not necessarily be dispatched from the same country as SUBSTYEL’s business address.

SUBSTYEL remains your point of contact for order support, shipping questions, returns, refunds, and customer service inquiries.

Tracking Information

Once your order ships, tracking information will be sent to the email address used at checkout.

Please allow 24–48 hours for tracking information to update after dispatch, as courier systems may take time to register shipment activity.

Multiple Packages

If your order contains multiple items, they may be shipped separately depending on product availability and the fulfillment partner handling each item.

You may therefore receive more than one tracking number, and individual items may arrive on different dates.

Receiving multiple packages does not mean you have been charged additional shipping fees beyond those displayed at checkout.

Customs, Duties, and Taxes

International orders may be subject to customs duties, import taxes, VAT, clearance fees, or other charges imposed by the destination country’s authorities.

Unless otherwise stated during checkout, these charges are not included in SUBSTYEL product prices or shipping fees and are the responsibility of the customer.

SUBSTYEL is not responsible for delays caused by customs inspections, import procedures, or local courier handling.

Address Corrections

Please review your shipping address carefully before placing your order.

If you need to correct your address, contact us within 6 hours of placing your order at [email protected].

Once an order has been processed or dispatched, we may not be able to change the delivery address.

Delivery Delays

Estimated delivery times are provided as a guide and may be affected by:

• Customs clearance
• Weather conditions
• Public holidays
• Courier delays
• High seasonal order volume
• International fulfillment routing
• Incorrect or incomplete shipping details

If your order is delayed, contact us and we will assist you in reviewing the latest tracking information.

Lost, Missing, or Undelivered Packages

If tracking indicates that your order has been delivered but you cannot locate it, please first check with household members, neighbors, building reception, or the local courier.

If the package remains missing, contact [email protected] with your order number and tracking information so we can review the shipment.

Customer Support

SUBSTYEL manages customer service for orders placed through substyel.com, including shipping questions, tracking assistance, returns, refunds, and order-related inquiries.

Customer support is available at [email protected].