Refund policy
Return & Refund Policy
We want you to be happy with your Soul Threads order. If something is not quite right, please read the information below.
Returns
You may request a return within 14 days of receiving your order.
To be eligible for a return, items must be:
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Unworn and unused
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In their original condition
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Free from marks, damage, scents or signs of wear
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Returned with any original packaging or tags where applicable
To request a return, please contact us at:
soulthreads.enquiries@gmail.com
Please include your name, order number and reason for return.
Do not send items back before contacting us, as we will provide the correct return instructions.
Return Postage
Unless the item is faulty, damaged or incorrect, return postage is the responsibility of the customer.
We recommend using a tracked postal service, as we cannot be responsible for returned parcels that are lost in transit.
Refunds
Once your return has been received and inspected, we will let you know whether your refund has been approved.
Approved refunds will be issued to your original payment method.
Please allow additional time for your bank or payment provider to process the refund.
Original delivery charges are not normally refundable unless required by law or the item was faulty, damaged or sent incorrectly.
Faulty, Damaged or Incorrect Items
Please check your order when it arrives.
If your item is faulty, damaged or you have received the wrong product, contact us as soon as possible at:
soulthreads.enquiries@gmail.com
Please include your order number and clear photographs of the issue where possible.
We will review the problem and arrange an appropriate replacement, refund or other resolution.
Non-Returnable Items
For hygiene and practical reasons, certain items may not be eligible for return unless faulty.
These may include:
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Personalised or custom-made products
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Items made specifically to order
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Products that have been worn, washed or used
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Items returned outside the permitted return period
Your statutory rights are not affected.
Sale Items
Sale items may still be returned where eligible under this policy and applicable consumer law.
Any refund will be based on the amount originally paid.
Cancelling an Order
If you wish to cancel an order, please contact us as soon as possible.
If the order has not yet been dispatched, we will do our best to cancel it.
If the order has already been dispatched, you may need to return it after delivery in accordance with this policy.
Contact
For any return, refund or exchange questions, please contact: