Shipping policy
Processing times
Every order is carefully prepared within 2–4 business days of payment confirmation. During launches, drops, promotions or holidays, this may extend to 5–7 business days. You'll get an email as soon as your parcel is handed over to the carrier.
Product availability (drop-based sales)
SOFTU products are made and sold in limited quantities, one drop at a time. In case of unexpected stock shortages, inventory errors or technical issues, SOFTU may cancel an order even after it has been confirmed. If this happens, we'll let you know by email straight away and refund the full amount paid, shipping included, to the original payment method at no extra cost.
Shipping and delivery times
We ship only within Italy, with selected national carriers. Average delivery times from dispatch:
- Northern and Central Italy: 3–5 business days
- Southern Italy and islands: 5–8 business days
During busy periods or holidays, delivery times may vary. If your delivery is late, write to us and we'll follow it up with the carrier.
A note on warm weather
Docciaburro® is rich in natural shea butter, with no synthetic waxes, which makes it sensitive to temperature changes. After exposure to heat or sudden temperature shifts, the texture may show slight graininess on the surface: it's the natural crystallisation of plant fats, as happens with products rich in plant butters. It's a purely visual effect and does not change the quality, safety or effectiveness of the product in any way.
Shipping costs
Standard shipping within Italy: €5.99, free on orders from €85.
Any temporary promotions will be announced only on our website or official SOFTU channels. You'll receive a tracking code by email for every order.
Care and packaging
We pack every order by hand, with protective packaging, so it arrives clean, intact and ready to use or to give.
Shipping address
Please check your address carefully when ordering: name on the doorbell, flat number, postcode and street number. We can't be held responsible for delays, failed deliveries or extra costs caused by an incorrect or incomplete address entered at checkout.
Failed delivery and parcels held at depot
If you're not home, the carrier will make a second delivery attempt. After two failed attempts, the parcel may be held at the depot. If the failed delivery is due to you (repeated absence or wrong address), any storage or redelivery costs will be charged to you.
Damaged items or order errors
If you receive a damaged item or something different from what you ordered, email us at ciao@softucare.it with a photo of the parcel and the product. Please do so within 48 hours of delivery if possible, so we can open a claim with the carrier straight away. We'll replace the product or refund you at no cost to you. Your statutory rights under the legal guarantee of conformity always remain unaffected.
International shipping
For now we ship only within Italy.
CONTACT INFORMATION
Softu di Stefania Ventriglia
Registered office: Via del Porto Fluviale 69, 00154 Rome (Italy)
VAT number: IT18271151005
Email: ciao@softucare.it
Rome Business Register, REA no.: RM – 1773315