Delivery Policy

Effective Date: 19 September 2026

At PhotoSoul, we aim to prepare and deliver your personalised products safely and as quickly as possible.

This Delivery Policy explains how orders placed through photosoulstudio.com are processed, dispatched and delivered.

1. Delivery Coverage

PhotoSoul currently offers delivery services across Sri Lanka, subject to courier availability and service coverage.

Delivery availability may vary depending on the customer’s location and the type of product ordered.

2. Order Processing

After an order is placed, we may review the order details, photographs and personalisation information before production begins.

For customised products, production will normally begin after the required information and photographs have been received and the order has been confirmed.

Orders may take additional time to process if:

  • Required photographs have not been received
  • Customer information is incomplete
  • Personalisation details need clarification
  • Payment confirmation is pending
  • The selected product is temporarily unavailable
  • The order requires additional production time
3. Estimated Delivery Time

Delivery times may vary depending on the product, production time, customer location and courier service.

As a general guideline:

Order Processing: Usually 1–3 working days

Delivery: Usually 1–5 working days after dispatch

Some customised or made-to-order products may require additional production time.

These are estimated timeframes only and are not guaranteed delivery dates.

Remote areas may require additional delivery time.

4. Customised Product Delivery

Products such as personalised photo frames, Polaroids, customised gifts and 3D-printed products may require additional time because they are produced specifically according to the customer’s requirements.

The delivery period begins after the order has been properly confirmed and is ready for dispatch.

5. Delivery Charges

Delivery charges will be displayed or communicated during the ordering process.

From time to time, PhotoSoul may offer:

  • Free islandwide delivery
  • Discounted delivery
  • Product-specific delivery promotions
  • Limited-time delivery offers

Promotional delivery offers may have specific conditions and may only apply to selected products, locations or periods.

6. Cash on Delivery

Cash on Delivery (COD) may be available for eligible orders and locations.

If COD is selected:

  • The customer must pay the required amount when the order is delivered.
  • The customer should ensure that someone is available to receive the package.
  • COD may not be available for every product or order.
  • Certain customised or high-value orders may require advance payment.

PhotoSoul reserves the right to request advance payment where appropriate.

7. Delivery Address

Customers are responsible for providing an accurate and complete delivery address.

Please ensure that your order includes:

  • Full name
  • House/building number
  • Street/road
  • City/town
  • District where necessary
  • Postal code where applicable
  • A working telephone number

PhotoSoul is not responsible for delivery delays or failed deliveries caused by incorrect or incomplete information provided by the customer.

8. Contact Number

Customers should provide a telephone number that can be reached by the courier.

The courier may contact the customer before or during delivery.

If the courier cannot reach the customer, delivery may be delayed or returned to the sender.

9. Failed Delivery Attempts

A delivery may fail if:

  • The customer is unavailable
  • The address is incorrect
  • The telephone number is incorrect or unreachable
  • The customer does not respond to the courier
  • The customer refuses the package
  • The delivery location cannot be accessed
  • Other circumstances prevent successful delivery

Where possible, the courier may make another delivery attempt.

Additional delivery charges may apply for re-delivery in situations caused by the customer.

10. Refused Orders

Customers who place Cash on Delivery orders are expected to accept their confirmed orders.

If a customer refuses a confirmed customised order without a valid reason, PhotoSoul may restrict COD availability for future orders or require advance payment for subsequent orders.

11. Courier Delays

PhotoSoul works with third-party delivery providers.

Although we aim to dispatch orders promptly, delivery times may be affected by circumstances outside our direct control, including:

  • Courier delays
  • Heavy delivery volumes
  • Weather conditions
  • Public holidays
  • Road closures
  • Natural disasters
  • Address-related issues
  • Customer availability
  • Other unforeseen circumstances

PhotoSoul will make reasonable efforts to assist customers when delivery problems occur.

12. Tracking

Where tracking is available, PhotoSoul may provide the customer with tracking information after the order has been dispatched.

Tracking information is provided by the relevant delivery provider and may take some time to update.

13. Damaged Packages

Customers should inspect the package when received.

If the package appears visibly damaged, customers are encouraged to take photographs of the package before opening it and contact PhotoSoul as soon as possible.

If the product itself is damaged, please provide:

  • Order number
  • Customer name
  • Contact number
  • Photographs of the package
  • Photographs of the product
  • A description of the damage

We may use this information to investigate the issue with the delivery provider.

Please retain the original packaging until the matter has been resolved.

14. Incorrect Product Received

If you receive a product that does not match your confirmed order, please contact PhotoSoul as soon as possible.

After reviewing the issue, we may arrange an appropriate solution, which may include:

  • Replacement
  • Reproduction
  • Return
  • Refund
  • Another appropriate resolution

Please do not return an item without contacting us first.

15. Multiple Products in One Order

If an order contains multiple products, PhotoSoul may dispatch the products together or separately depending on production requirements and availability.

Where an order is shipped separately, the customer may receive more than one delivery.

16. Delivery to Businesses, Offices and Other Locations

Customers requesting delivery to an office, business, school, hotel or other shared location should provide sufficient details to help the courier locate the recipient.

The customer should ensure that the recipient or an authorised person is available to receive the package.

PhotoSoul is not responsible for packages accepted by an authorised person at the delivery location.

17. Delivery to Apartments and Restricted Locations

For apartments, offices, gated communities or locations with restricted access, customers may need to provide additional instructions to the courier.

If the courier cannot access the premises, the customer may be required to meet the courier at an accessible location.

18. Delivery of Personalised Products

Once a personalised product has been produced and dispatched, cancellation may not be possible.

For information about cancellations, returns and refunds, please refer to our Refund & Return Policy.

19. Delivery Information and Privacy

Information such as the customer’s name, telephone number and delivery address may be shared with the relevant courier or delivery service when necessary to complete the delivery.

For more information about how PhotoSoul handles personal information, please refer to our Privacy Policy.

20. Unforeseen Events

PhotoSoul will not be responsible for delivery delays caused by circumstances beyond our reasonable control.

These may include:

  • Natural disasters
  • Floods
  • Severe weather
  • Fire
  • Power failures
  • Telecommunications or internet failures
  • Courier service interruptions
  • Government restrictions
  • Strikes
  • Public emergencies
  • Other circumstances beyond our reasonable control
21. Contact Us

If you have questions about your delivery or order, please contact PhotoSoul.

PhotoSoul
Website: photosoulstudio.com
WhatsApp / Phone: 0743581700

When contacting us about an order, please provide your order number and the telephone number used when placing the order.

22. Changes to This Policy

PhotoSoul may update this Delivery Policy from time to time due to changes in our delivery services, courier arrangements, products, promotions or applicable requirements.

The latest version will be published on this page.

Last Updated: 19 September 2026

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