Order Issues FAQs

How long will it take for my order to arrive?

If the items in your order are readily available, the designer will prepare and dispatch your order within 2 working days.
If the items require additional production time, we will ask you to confirm whether you would like to proceed with your order before instructing the designer to prepare it.

Can I cancel my order once I've placed it?

You may cancel your order by logging into your account and looking at your last order. If there’s a 'Cancel Order' button next to it, then you still have time to cancel it. If there is no 'Cancel Order' button next to the order, then the order has already been processed, and it’s too late for you or for our customer service team to cancel it. However, you can still return your order once you’ve received it. Please note that cancellation times may vary from one order to another.

For more information, please refer to our Returns and Exchanges page.

Can I change my order after I've placed it?

We are unable to make changes to your order after you’ve placed it. However, you have the option of cancelling your order and placing a new one instead. To cancel your order, simply log in to your account and look at your last order. If there’s a 'Cancel Order' button next to it, then you still have time to cancel it. If there is no 'Cancel Order' button next to the order, then the order has already been processed, and it’s too late for you or for our customer service team to cancel it. However, you can return your order once you’ve received it. Please note that cancellation times may vary from one order to another.

For more information, please refer to our Returns and Exchanges page.

I'm missing an item from my order, what do I do?

If you have ordered from multiple designers, your items will arrive separately. When you receive your order, the attached delivery notes will indicate which items you can expect to find inside the package. If an item is missing, please contact our customer service team here, and provide us with the following details:

— Order number
— Name of missing item(s)

I have a faulty item in my order, what do I do?

If you’ve received an faulty item, please contact our customer service team here and provide us with the following details:

— Order number
— Name of faulty item(s)
— A description of the fault
— Visual proof of the fault

I have an incorrect item in my order, what do I do?

If you’ve received an incorrect item, please contact our customer service team here and provide us with the following details:

— Order number
— Visual proof of the incorrect item

What if something isn’t right on my customs invoice?

If you notice any differences between the details of your order and the details of the commercial invoice, please get in touch with us here for clarifications.

I can’t place an order with my credits. Can you help me?

If you’re unable to place an order using the credits you have in your account, please consider the following:

— You need to have enough credits to cover your order, otherwise, you will need to submit payment for the remaining balance using another payment method.
— If you have recently returned a product and are expecting to receive a refund in your account, please note that refunds may take up to 3 working days to process after returned products are received by the designer.

If you’re still having problems with credits, please contact our customer service team here.

Do I need to create an account to shop on Soulmade?

Registering an account on Soulmade is a very quick process and allows you to benefit from the following features:

— Faster checkout process
— Add multiple addresses
— View your orders history
— Redeem gift vouchers
— Add products, designers and stories to your favorites list