Returns & refunds FAQs

How can I cash out my credits?

You can only cash out credits you’ve received as a refund. Gift card credits are not redeemable in cash.

If you’ve received a refund for an order and would like to have the credits refunded to your original payment method, please follow the steps below:

1. Sign in to your account.
2. Go to the Credits section of your account.
3. Select ‘Cash out my Credits'.

You cannot request to cash out all your credits in one go. Instead, you will need to request a cash out request for each refund record.

Once you’ve submitted your request, we will refund the amount to your original payment method within 3 working days.

How do I return items?

You have 7 days from the time you receive your order to request a return for your items, subject to our Returns and Exchanges policy.

If you would like to return items from your order, simply follow these steps:

1. Sign in to your account.
2. In the Orders section inside your profile, click on 'Request Return' for the order you wish to return items from, and follow the provided instructions.

Once you submit your request, our team will review it and will contact you to schedule a pick-up and provide you with the necessary documents to be attached to the returning package. If you receive a wrong, defective or damaged item, we will request that you send us visual proof prior to processing your return.

Can I return items I've bought with a gift card?

As a customer, your right to return an item bought using a gift card is exactly the same regardless of whether you buy the items with a gift card, a payment card, or a combination of the two.

Any refunds that we issue will be credited to your account, for you to spend on other purchases.

Can I return an item for an exchange instead of a refund?

Of course. When submitting a return request, and selecting the items you wish to return, you will have the option of choosing for each item, whether you would like to receive a refund, or exchange the item. If you opt to exchange the item, you will be shown alternative options available for that item.

Please note that we can only process exchanges for a different size or color of the item you originally ordered.

Can I return items from more than one designer in the same parcel?

If you are returning items from multiple designers, you will need to place separate return requests for each one under the Orders section of your account.

Do you refund delivery charges if I return items?

Returned items will be refunded excluding the original cost of shipping. In some circumstances, we may give you a full refund, if your order was faulty or incorrect, or if you cancelled your order before it was processed.

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

Can I get a refund if the price has changed since I ordered it?

If the price of an item has changed since you ordered it, you will be refunded the initial price that you paid.

What should I do if my refund is incorrect?

If you think there might be a mistake with your refund, please contact our customer service team here.

You may also consider the following:

— Shipping charges are only refunded if your order contained faulty or incorrect items, or if you have cancelled your order before it was processed.
— Discounts on the original item price that were applied at the time of purchase cannot be refunded.

How do I cash out my credits after a refund?

Refunds are credited to your account, and we offer you the option to cash out your credits at any time and have them refunded to your original payment method.

If you’ve received a refund for an order and would like to have the credits refunded to your original payment method, please follow the steps below:

1. Sign in to your account.
2. Go to the Credits section of your account.
3. Select ‘Cash out my Credits'.

Once you’ve submitted your cash out request, we will initiate the process and will inform you once it is completed.

You cannot request to cash out all your credits in one go. Instead, you need to request a cash out request for each refund record.

What do I do if there is a missing, faulty or incorrect product in my exchanged order?

When you receive your exchange order, the attached delivery notes will tell you the items you can expect to find inside the package.

If a product is missing from your order, faulty or the wrong product then please contact our customer service team here and provide us with the following details:

— Order number
— Name of missing item(s)

We will then get back to your as soon as we can with arrangements for rectifying the mistake.

How do I cash out my credits after a refund?

Refunds are credited to your account, and we offer you the option to cash out your credits at any time and have them refunded to your original payment method.

If you’ve received a refund for an order and would like to have the credits refunded to your original payment method, please follow the steps below:

1. Sign in to your account.
2. Go to the Credits section of your account.
3. Select ‘Request Cash Out'.

Once you’ve submitted your cash out request, we will initiate the process and will inform you once it is completed.

You cannot request to cash out all your credits in one go. Instead, you need to request a cash out request for each return record.

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

When you receive your exchange order, the attached delivery notes will tell you the 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)

What do I do if I receive a faulty exchanged item?

If you’ve received a faulty exchange 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 exchange 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
— Details of the faulty variation you received (size and/or color)

We will then get back to your as soon as we can and will arrange to send you the correct item(s).

Did you receive my returned item?

Return shipments require 3-7 working days to reach the designer they were originally shipped from. Once your return is received by the designer, we will process it and will send you an email to let you know once your account’s been credited with your refund.

If more than one week has passed since you returned your order, please contact our customer service team here with the following information and we’ll make sure to get back to you as soon as possible:

— Order number
— Date of return
— Shipment air waybill number

Can I return an item from a different shipping address?

We are currently only able to process returns from the same country you order was delivered to.

Why is my return pick-up taking longer?

When we schedule a return pickup from your address, we instruct our carrier to pass by at the specified time to pick up the items you wish to return. In some cases, the courier might be unable to pass at that exact time. When this happens, we will get in touch with you to schedule another pickup.

Do you offer free returns?

If you’re not happy with your purchase for any reason, you can return it within 7 days of the delivery date using our Free Returns Service. For more information about returns, please refer to our Returns and Exchanges page.

Can I change the pick-up time for my return?

If you won’t be available at your shipping address when the courier passes by for the pickup, we suggest that you keep the package with someone who would be available at the address at the time of pickup to process your return without delay.

If that’s not possible, please contact our customer service team here with the following information and we’ll make the necessary arrangements to reschedule the pickup:

— Order number
— Name of returned item(s)
— Shipment air waybill number

Can I return or exchange a gift that I’ve received?

If you’ve received a gift from Soulmade and would like to return or exchange it, please contact our customer service team here with the following information, and we will provide you with instructions on how to return your gift:

— Order number (stated on the commercial invoice)
— Name of item(s) you wish to return
— Reason for return or exchange

Please note that we can only process exchanges for a different size or color of the product you originally received.

For more information about exchanges, please refer to our Returns & Exchanges Policy.

What is your return policy?

If you would like to return items, you have 7 days from the date of delivery to do so using our free returns service.

We ask you to treat items you receive with care and to return them in their original condition:

— Items must be returned unworn, unwashed, undamaged and unused with their original tags attached.
— Items must be returned in their original packaging to ensure the necessary protection during transit.
— Footwear, fashion accessories and jewelry must be returned in their original boxes and dust bags, where provided, and inside a protective shipping box.
— When trying on footwear, please take care not to mark the soles or damage the shoe box.
— Swimwear and underwear should only be tried on over your own underwear, and should be returned with their original hygienic strip intact, when applied. We will not accept any returns that have been worn or are soiled.
— We do not accept returns of earrings of any kind.
— We do not accept returns of large furniture items.
— Discounted items are final sale and cannot be returned or exchanged.

Please note that returns that do not meet these requirements will not be accepted.

We will indicate in the ‘Delivery and Returns’ section of the product page when an item is not eligible for returns.

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

Why is my refund taking longer than stated?

Cash-out requests are usually processed within 3 working days. If it’s been more than 3 working days since you submitted your request, and you still have not been refunded, we are sorry for the delay. Please contact our customer service team here with the following information, and will try to resolve the issue as fast as possible:

— Email address of the account from which you requested the cash-out

I’m having trouble submitting a return request. Can you help me?

If you unable to submit a return request through your account, please contact our customer service team here with the following information and we will gladly assist you with your return request:

— Order number
— Name of the item(s) you wish to return
— Desired action for each item (refund or exchange)

Please note that our return period is 7 days from the date of delivery, and that we are not able to process returns from orders that have been delivered for longer than that period of time.

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