Payment, promos & gift vouchers FAQs

How can I pay for my order?

You can use any of the following payment options to pay for your order:

— Visa
— MasterCard
— American Express
— PayPal

During checkout, you can select to pay with your card or with your PayPal account. If you select the card option, you will be asked to enter your card details. If you select PayPal, you will be redirected to the PayPal website to submit payment. Once payment is submitted, you will be redirected to our website for your order confirmation.

If you would like to pay for your order with a gift card, please click here for more information.

How do I use PayPal to pay for my order?

To submit payment for your order with PayPal, you will need to have an account with PayPal. You can register an account on their site here. Please note that some countries are not supported by PayPal. You can find the list of supported countries here.

Once you’ve created an account with PayPal, you can select the PayPal option during checkout, and you’ll be redirected to their site to submit your payment. Once payment is submitted, you will be redirected to our website for your order confirmation.

When will I be charged for my order?

If your card or PayPal account is authorized, payment will be processed immediately, and we will send you an email confirming that your order has been successfully placed.

If your card or PayPal account is not authorized, payment will not be processed and you will be notified that your order could not be completed.

What is your online security policy?

Keeping your information secure is our priority. Orders are subject to security checks to confirm the customer’s identity and prevent fraud. If we’re unable to validate your order, we may need to get in touch with you and request additional information to confirm your identity.

If an unauthorized payment is made through your card, we recommend that you report the transaction to your card issuer. We also recommend that you get in touch with us here.

Are my details kept safe when ordering online from Soulmade?

It is very important to us that our customers are able to submit payment safely when ordering from our site.

We use industry standard security mechanisms to protect the collected personal data, which is stored in protected databases located behind a firewall and with both physical and software-based access controls. Payment information is collected and stored by our payment providers, which are PCI-DSS Level 1 certified. We also use secure socket layers (SSL) to encrypt the personal data you send to us during the order process to avoid interception and misuse of such information.

If an unauthorized payment is made through your card, you must report the transaction to your card issuer as soon as possible to qualify for security protection.

My payment is not going through. What is the issue?

If you submitted your order but your payment was declined, you will need to place another order, as we’re unable to recover orders with declined payments.

We recommend that you check the following to help avoid declined payments:

— Make sure that your 16-digit card number, expiry date and security code match the information shown on your card. Also make sure your billing address is accurate.
— Your payment may have been rejected by your bank. We suggest that you contact your bank for more details as we’re unable to obtain such information.
— If you’re still facing issues with your card, we recommend trying to submit payment for your order with another card.

If you continue to face issues with payment, please contact our customer service team here, and provide us with the details of the issue you are facing, and we will try to resolve it the earliest possible.

How can I pay for my order with a gift card I’ve received?

When you receive a gift card, we recommend that you redeem it through the Credits section of your account straight away. This will register the credits to your account, allowing you to spend them on any purchase you make.

To redeem your gift card, go to the Credits section under your account. Click on the Gift Voucher dropdown, enter your gift card code, and click ‘Confirm’.

Once your gift card has been added to your account, an entry will show in the credits section with the details of your gift card.

Once a gift card has been added to your account, we are not able to transfer it to another account.

Any credits you have in your account will automatically added to your next purchase. If you’re spending less that the total credits available in your account, you will not be required to submit additional payment, and the remaining credits will be saved to your account. If you’re spending more than the total credits available in your account, you will need to pay the remaining sum using another payment method.

Credits are not time-limited, meaning you can use them whenever you’d like.

How can I redeem a promo code?

To apply a promo code to a purchase, enter it in the field under Purchase Summary in the Bag page, exactly as it was given to you. Once you’ve entered it, click ‘Add’ to apply the promo code to your purchase, and you will see the code’s value as well as the updated purchase total in the summary section.

The promo code must be entered in the bag page as it cannot be applied during checkout.

How can I purchase a gift card?

To purchase a gift card, simply go to our Gift Card page. All you have to do is select the value of the gift card you’d like to purchase, enter the recipient’s email and name, and add a message if you like. Once you purchase the gift card, it will be sent directly to the recipient’s email address along with instructions on how to redeem it.

I've lost my gift card; how can I get a replacement?

If you’re having trouble locating your gift card, contact our customer service here, and provide us with information on the following:

— The email address of the account from which the gift card was ordered, or the order number of the gift card you purchased
— The email address of the recipient the gift card was sent to
— The value of the gift card

Why is my promo code not working?

If you are unable to add the promo code to your purchase, please consider the following:

— You must enter the promo code exactly as it was given to you.
— You cannot use more than one promo code per order.
— Your purchase must respect the conditions set for the promo code, and the promo code must be used within the validity period, if stated.

The terms and conditions of the promo code will usually be detailed where you found the code, whether on our site, or through an email.

Why hasn’t the gift card I bought been received yet?

There may be a delay of up to 24 hours between the time you place your order and the time the recipient receives the gift card email.

If after 24 hours the recipient still hasn’t received the gift card, please ask them to check the spam and junk folders of their mail.

If the recipient is still unable to locate it, please contact our customer service team here and provide us with the following details:

— The email address of the account from which the gift card was ordered, or the order number of the gift card you purchased
— The email address of the recipient the gift card was sent to
— The value of the gift card

I've bought a gift card; can I cancel or return it?

Unfortunately, we are unable to cancel gift card orders. If there’s a mistake in the email address of the recipient, please get in touch with our customer service team here to resolve the issue.

Can I pay by cash on delivery?

We currently do not offer customers the option to pay with cash on delivery.

You can submit payment by card or through PayPal. For more information, please click here.

Can I submit payment via a bank transfer?

If you’d like to pay for your order via a bank transfer, please get in touch with our customer service team here, and we will provide you with further details and instructions.

I’m having trouble redeeming a gift card I received. What’s the issue?

If you’re trying to redeem a gift card you received by email, please consider the following:

— You can only redeem the gift card using an account linked to the email address to which the gift card was sent.
— You must enter the gift card code exactly as it shows in your email.

If you’re still unable to redeem your gift card, please contact our customer service team here, providing us with the following information, and we will resolve the issue as soon as we can:

— The email address to which the gift card was sent
— The value of the gift card

Can you tell me more about Soulmade gift cards?

If you’re buying a gift for a friend or a loved one, and you know they'll love Soulmade but aren't sure what to choose exactly, then a gift card could be the perfect option.

To buy a Soulmade gift card, simply follow the steps below:

1. Choose the amount you would like to give.
2. Enter the recipient’s name and email address, and a personal message (optional).

Once you complete your order, the gift card will be emailed to the recipient and an order confirmation will be emailed to you.

If you’d like to know more about our gift cards, please get in touch with our customer service team here.

What are the Soulmade gift card terms and conditions?

— Soulmade gift cards are issued and managed by Flair Ventures L.L.C and can be applied only to purchases from Soulmade.com.
— Gift cards cannot be transferred to another account once they’ve been redeemed.
— Refunds cannot be issued for the purchase of a Soulmade gift card — Gift cards cannot be redeemed or exchanged for cash.
— Additional payment will be required if the value of your order exceeds the value of the gift card.