Technical FAQs

How can I add an address to my account?

You can add and manage your addresses through your account. Simply go to the account page, and click on ‘Add Address’ under the Address Book section.

To select your primary shipping address, click on the star (☆) icon shown beside the address. Once you’ve done so, that address will automatically be used as your shipping address during checkout. You can also select your primary billing address by clicking on “+ make billing address”.

When editing an already existing address, remember to click on ‘Save Changes’ so your address is updated.

I'm having trouble signing in to my account. Can you help me?

If you’re unable to sign in to your account, please consider the following:

— Make sure you are using the same email address you registered with.
— If you’ve forgotten your password, click here. You will be asked to enter your email address and we will send you an email with a link to create a new password for your account.

If you’re still unable to sign in, please contact our customer service team here.

How do I delete my account?

If you’d like to delete your account on Soulmade, you can do so through your account. To delete your account, click ‘Delete my Account’. After that, your account will be permanently deactivated.

Remember, you can always register again if you change your mind.

Why isn’t your mobile site loading properly?

If you’re having trouble browsing our site on mobile, or if the desktop version is loading on your mobile device, we suggest clearing your mobile browser’s cache and cookies. Please see below for more details:

iOS – Safari
Click on the Home button, go to Settings, then click on Safari, and select ‘Clean History and Website Data’. Once you’ve done so, try accessing our site again. It should now be displaying the mobile version.

iOS – Chrome
Go to the browser’s settings by clicking the three dots in the top right corner, and selecting Settings. Then select ‘Privacy’ and ‘Clear Browsing Data’. You’ll then be able to select the data you’d like to erase. Select ‘Cookies, Site Data’ and ‘Cached Images and Files’. Once you’ve done so, try accessing our site again. It should now be displaying the mobile version.

Android – Chrome
Go to the browser’s settings by clicking the three dots in the top right corner, and selecting ‘Settings. Then select ‘Privacy’ and ‘Clear Browsing Data’. You’ll then be able to select the data you’d like to erase. Select ‘Cookies, Site Data’ and ‘Cached Images and Files’. Once you’ve done so, try accessing our site again. It should now be displaying the mobile version.

Please keep in mind that clearing your cache and cookies will delete any products, designers or stories you’ve added to your favorites, so you might want to take note of them before proceeding.

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

I’m having trouble accessing the website. What should I do?

Most browser issues can be solved by clearing the cache and the cookies. Please see below for more details:

Desktop – Chrome
Go to the browser’s settings by clicking the three dots in the top right corner, and selecting Settings. Then select ‘Show advanced settings…’ and click on ‘Clear browsing data’. Then select ‘Cookies and other site data and plugin data’ and ‘Cached images and files’, and click ‘Clear browsing data’. Once you’ve done so, close your browser, reopen it and try accessing our site again. It should now be displaying the desktop version properly.

Desktop – Safari
Go to the browser’s settings by clicking ‘Safari from the menu bar, and selecting Preferences. Then click on the Privacy tab and select ‘Remove all website data’. Once you’ve done so, close your browser, reopen it and try accessing our site again. It should now be displaying the desktop version properly.

We recommend that you use the latest version of your operating system e.g. Windows, OSX, etc.

If you’re having trouble with our mobile site, please click here.

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

How can I unsubscribe from your emails/newsletters?

If you no longer wish to receive Soulmade newsletters, you can unsubscribe by clicking the ‘Unsubscribe’ button in a newsletter we have previously sent you, or by logging in to your account, and unticking the ‘Subscribe to our newsletters’ box under the Account Details section.

If you would like to subscribe to our newsletters again in the future, you can do so by simply logging in to your account and ticking the ‘Subscribe to our newsletters’ box again.

I’m not receiving your emails. What should I do?

If you’ve registered an account, placed an order, or registered for our newsletters, and have not received any emails from us, please consider the following:

— Your inbox may be marking our emails as spam or junk mail. To avoid this in the future, please add hello[at]soulmade.com and shop[at]soulmade.com to your email address book.
— Make sure that you correctly entered your email address when you registered an account on our site. To check your email address, sign in to your account, and review your information in the Account Details section.
— If you’re not receiving our newsletter emails, make sure that you have ticked the newsletter subscription box in your account, under the Account Details section.

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

I can’t remember my username or password. What should I do?

If you’ve forgotten the password for your account, click on the ‘forgot password’ link in the login form. You will be asked to enter your email address and we will send you an email with a link to create a new password for your account.

If you can’t remember which email you used when you registered for an account on Soulmade, please contact our customer service team here, providing us with the following information, and we will happily send you a password reset link:

— Your full name
— Your phone number

How can I change countries or currencies?

If you’d like to change your country or currency when browsing the website, you can do so by clicking on the country name in the website footer. This will show you a form allowing you to choose your country and currency. Once you’ve made your choice, simply exit the form, and your selection will automatically be set.

When I change countries, the prices are changing. Why?

The product prices displayed on the website include the cost of shipping, as well as any applicable taxes and duty fees to the selected country. When you change your country, prices are updated to reflect the cost of shipping, as well as the applicable taxes and duty fees to the selected country.

I’m having trouble getting to checkout. What's going on?

If you’ve registered an account on Soulmade, but have not yet confirmed your email, you will need to do so before you can place your first order. To confirm your email, simply click on the link in the email we sent you when you first registered.

If you can’t find the confirmation email in your inbox, please click here.

If you’re still having trouble with this, please contact our customer service team here, and we will gladly help you verify your email.