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RETURN & WARRANTY

Thank you for shopping with Soulmia. Our online shop offers unique fashion products from our independent designers with high quality and reliable production. Our QC team will inspect each product before packaging to ensure maximum customer satisfaction.

At Soulmia, our customers' satisfaction is what we strive for. We're sorry if you are not completely satisfied with your purchase, we can easily arrange an exchange or a refund for you. Please feel free to contact us by email at [email protected] We will do our best to meet your demand.

 

ABOUT RETURN & EXCHANGE

-Eligible items can be returned or exchanged within 30 days of receipt of the original order.

-Items must be unused, undamaged, and in original packaging, and ensure that all articles in the package are intact. If not, the customer is responsible for all incurred fees and no refund will be issued.

 

1. PLEASE NOTE

-We do not accept the return method of cash on delivery. If it is sent, the return will be rejected.

-Final sale items and gifts are not eligible for return or refund.

-Any return without our authorization is no-refunded.

 

2. RETURN POLICY
-If you received incorrect or defective order, we will either refund you in full or dispatch an alternative item for free.

-Please note customers are fully responsible for choosing the right product during the checkout. If customers choose the wrong item or wrong size, customers can return the item to us to get a refund (product price only) or exchange. In this case, shipping back to Soulmia is paid by the customer. We are in general unable to refund you postal fees.


The refund or exchange will be made once the warehouse has received the return.

 

3. RETURN/EXCHANGE PROCESS
Step 1: Request a return or an exchange, you can contact us in the following ways:
-Contact our after-sales customer service at [email protected]
-Select the type of return problem on the contact us page, providing the order number and your email as required, our customer service team will contact you.


Step 2: We will authorize your return with our return shipping address.

Step 3: Prepare your package and pack your merchandise and all its contents (including box and dust bags) securely.

Step 4: Deliver your package. Make sure you get a receipt and code for tracking your parcel online.

 

 

4. REFUND
Refunds will be processed within 3 – 7 business days upon receiving your return at the warehouse. If it has been longer than two weeks, please contact us at [email protected]

The refund will be made via the same payment method used to make the purchase.

 

5. ABOUT DELIVERY
-All delivery times are estimated, and Soulmia is not responsible for delays due to some unpredicted factors (weather, courier factors, customer error, holiday-related delays) or any other unforeseen factors.

-Once a package has been packed or shipped out, we cannot change the shipping address for you.Please ensure the shipping address is correct during the checkout. We are not liable for packages lost due to incomplete or inaccurate addresses.

-All orders reported as "delivered" by shipping companies are considered delivered. Soulmia cannot be made liable of packages lost in this case.

 

-Soulmia strongly recommends all customers purchase shipping insurance during checkout. This ensures that if there is any issue during the delivery process that Soulmia will either send you the same product free of charge or refund you in full. 
Orders that do not have shipping insurance will not be the responsibility of Soulmia if there is an issue during the shipping process.

 

6. ABOUT TAX
Import tax differs from country to country which is depends on the local policy of the country. Soulmia can neither be held responsible for any import tax that may occur and it is the customer's sole responsibility to pay this fee.

 

 

7. ADDITIONAL NOTES
Currently, Soulmia didn't authorize any third party for business purposes. Any purchases in any other third party are out of our warranty.