Returns & Exchanges

Return & Exchange Policy

30-Day Return Window: Items purchased from soulove.shop can be returned within 30 days from the delivery date for either a refund or store credit. Please ensure that all returns are pre-approved before sending them back.

Eligibility for Returns: To be eligible for a return, items must be in the same condition as when you received them. This means they should be unused and in their original packaging, including any gifts.

Return Shipping Fees: While we are happy to issue refunds or store credit, please be aware that return shipping costs are your responsibility. You will need to cover the return shipping fees and provide a tracking number for verification of the return.

Processing Refunds: After your return has been successfully processed, a refund will be issued to your original payment method. Refunds will be calculated based on any promotional discounts that applied to your order. Please allow 2-7 business days for the refund to reflect in your account.

Exchanging Items: If you prefer to exchange an item, we can provide store credit. Once your return is complete, you will receive a unique code for your exchange. All exchanges are considered final.

Gift Returns: Items received as gifts cannot be returned for cash refunds and can only be exchanged for store credit. Gift cards are also non-refundable and cannot be canceled.

Promotion Terms & Conditions:

Bundles:

  • If returned as a complete set: You will receive a full refund or store credit for the entire bundle.
  • If returned separately: Refunds or store credit will be issued based on the individual prices of the items.

Promotional Sets:

  • If returned together: A full refund or store credit will be issued for the entire set.
  • If returned individually:
    • For limited-time promotions: A 50% refund or store credit will be issued based on the original value of each item after the promotion is applied.

Mystery Products and Free Gifts:
Please note that mystery products and free gifts are non-refundable.

How to Start a Return:

If you wish to initiate a return or exchange and meet the eligibility criteria, please contact us at support@soulove.shop with the following information, and we will assist you with the necessary steps:

  • Order Number
  • Items you wish to return or exchange
  • For gift exchanges, please include any of the following customer details: full name, email address, order number, shipping address, or phone number.

If your inquiry relates to an issue with a product, please let us know so we can address it appropriately.