FREQUENTLY ASKED QUESTIONS
Do you ship overseas?
Yes. We provide FREE shipping in the U.S. and Canada on orders over $150, mostly, by USPS Delivery.
How long will it take to get my order?
It depends on where you are. Orders processed here will take 2-7 business days to arrive domestically. Overseas deliveries can take from 7-14 days. Delivery details will be provided in your confirmation email.
Are pre-order shipping dates guaranteed?
Shipping dates on pre-order items are estimates only. Goods are not guaranteed to ship on the date listed.
Do you cover duties/tax for international shipments?
All international orders are subject to duties and taxes billed by the destination country’s customs department. The recipient must bear any additional charges for customs clearance. We are not responsible for customs or transit delays. Should you need more information before purchase, please contact us at firstname.lastname@example.org.
What shipping carriers do you use?
We use USPS as our major carrier. You’ll be asked to select a delivery method provided by USPS during checkout.
What if I refuse my order at delivery?
If an order is refused at delivery and returned to our warehouse, you will not be refunded shipping costs and/or any duties and taxes incurred. We strongly urge you to review your order before shipment.
What if I need to adjust or cancel my order before shipment?
Once your order is placed, we are unable to adjust any details. Should you decide you would like to change your order for any reason, we are happy to cancel your current order so that a new order can be placed. Please note once your item has shipped, we will not be able to cancel your order with the carrier.
How can I track my order?
Once your order has been placed, we will send a confirmation email to the provided email address. Once your item is ready to ship, we will follow up with a shipping notification to track your item.
Please note that all shipping labels take a moment to update, so if you receive a notification but your item hasn’t begun tracking, please allow some time. If the tracking does not update within 48 hours, we are always available at email@example.com to assist.
Do you ship to multiple addresses?
We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.
Do you cover lost or stolen packages?
We are not responsible for packages that are lost or damaged in transit. We strongly urge you to select a secure shipping location. If you need to change your shipping address, email us at firstname.lastname@example.org as soon as possible. We can amend the address as long as the package has not left our facility, but unfortunately, we cannot reroute a package once it has shipped. If your package does go missing, please notify us immediately so that we can file a claim with the shipping carrier on your behalf.
RETURN & REFUND
Can I return my product?
All unworn, unused merchandise accompanied by the original purchase receipt can be returned for a full refund within 14 days of delivery. Items must be returned to us in original condition. Items sent in dust bags must be returned inside the packages, which is considered part of the product. Please use the original packaging included in your shipment to return any item(s).
SOULITUDE currently does not cover the cost of shipping for returns. Returns may be shipped using your carrier of choice. For your convenience, you can ask us to provide an electronic return label that you can print out for returning your item, and the charge will be deducted from the refund.
We always aim to make sure our customers love our products, but if you do need to return an order, email us at email@example.com directly, and we’ll take you through the process.
Can I exchange my product?
We offer exchanges on our products. You can ask our customer service firstname.lastname@example.org to provide you with an exchange shipping label. You can mail back the unwanted item as soon as possible. Once we receive the unwanted item we will send the exchanged one to you. For further questions, please contact email@example.com.
Can I return a sale item?
Sale items may be returned for an exchange or store credit only. Any item marked as Final/Sample sale cannot be returned.
When will I receive my refund?
Once our quality control team has approved the returned stock, your refund will be credited directly back to the original form of payment used. Your refund will be processed within 5-10 business days from when your return is received, most likely sooner.
What types of credit cards do you accept?
We accept Visa, MasterCard, American Express, and Discover cards. Alternatively, you can finalize your order with PayPal, Apple pay, Google pay, and Afterpay service.
What are the restrictions on new subscribers' 10% off discount code?
You may sign up to receive a 10% discount off your first order. Please note this is for first-time customers only and excludes all sale items. If you did not receive the email, please take a look at your junk box or spam section or contact firstname.lastname@example.org to get the code.
PRODUCTS & CARE
What if I receive my order and it’s damaged?
First and foremost, we hope this does not happen to you. If it does, we sincerely apologize in advance. Please contact us immediately at email@example.com, and we will work diligently to resolve the issue.
Can I get my product personalized?
Currently, we don't offer any customization options here.
What is the benefit of having an account, and can I shop without one?
You’re always welcome to shop at our site without creating an account. However, setting up an account with us will allow you to review your orders and view past purchases making your shopping experience that much better. We’ll also provide you with notifications of all the new deliveries and the must-haves of the season.
What should I do if I've forgotten my password?
To reset your password, follow the 'Forgotten Password' instructions on the sign in page. Please note, for security reasons, we are unable to send your old password via email.