Return And Exchange Policy
At SOULS, we strive to ensure that you love every piece you order. However, if there’s a manufacturing defect or issue with your order, we’re here to help.
Returns & Exchanges Eligibility
Products can be returned or exchanged within 7 days of delivery. A return or exchange is only accepted in case of a manufacturing defect, such as torn fabric, unstitched parts, or a wrong item sent. The fault must be clearly captured at the time of unboxing via a mobile video recording. The video should show the parcel being opened for the first time, clearly highlight the fault or issue, and be unedited and continuous. Without this video proof, unfortunately, we will be unable to process the return or exchange request.
Refund Policy
Refunds are only processed in cases where the product is out of stock or if the product received is defective and cannot be replaced. If eligible, refunds will be issued using the original payment method for prepaid orders or via bank transfer for cash on delivery (COD) orders. Refunds may take 7 to 10 business days to reflect, depending on your bank’s processing time.
Important Notes
Items must be unworn, unwashed, and with original tags to be eligible for return or exchange. Personalized or discounted items are non-refundable and non-exchangeable. We reserve the right to decline any return that does not meet our policy terms.
For any assistance, please reach out to us at info@soulslingerie.co.uk