YOUR MOST COMMON QUESTIONS ARE ANSWERED HERE

FAQ

PAYMENT

WHAT ARE THE PAYMENT OPTIONS?

We accept the following payment methods: When processing purchases, we will show you the options available for your order. Please note we don't accept American express credit cards, please use a different payment method instead.

IS MY PAYMENT SECURE?

The security of the information that customers delegate to Soulsara.com is one of our top priorities, which is why we invest a great deal of resources and use the latest technology available to ensure that your payment details are processed in a secure setting.
Our e-commerce platform has been awarded certifications for best practice when managing information security, and complying with the Payment Card Industry Data Security Standard requirements, which verify that we follow the industry's strictest recommendations and standards, to provide you with a purchasing experience in a private, integrated and secure environment.
         
HOW TO GET INVOICES?
To get an invoice for your online purchase, please email us at customer.service@soulsara.com with company name and any relevant information

MY ORDERS

CAN YOU CANCEL YOUR ORDER?

It is possible to cancel a purchase as long as the order status allows it. If available, you will see this option in your Soulsara account, in the order details. If you have made the purchase as a guest, you can manage it from the link that you will find in the email confirming your purchase.

CAN YOU CHANGE THE DELIVERY ADDRESS OF YOUR ORDER?

If you are a registered user and have chosen home delivery, you can change the delivery address of your order, as long as your order status allows it. You can do this by accessing the order details on your account.

CAN YOU CHANGE THE ITEMS IN YOUR ORDER?

If you have already completed your purchase, it is not possible to delete or change items. If you wish, once you receive your order, you can manage a return.

HOW TO TRACK MY ORDER?

You can track your order in your account. If you are not registered, you will have this information by accessing the link that appears in any of the emails we sent you about your order.These are the stages your order will go through:

  • Bought: your order has been placed successfully.
  • Being processed: we’ve received your order details.
  • Being prepared: your order is being prepared in our warehouse.
  • Sent: your order has already left our premises.
  • Collected by courier: your order is on its way and will be delivered soon.
  • Delivered to customer: your order has been delivered.

Bear in mind you will receive updates on the status of your order by email.

SHIPMENT

SHIPPING

  • Shipping options may vary depending on the delivery address, what time you place your order and item availability.
  • When you process your order, we will show you the shipping methods available, the cost and the estimated delivery date.
  • When placing the order, we will provide you with the estimated delivery date. Then you can track it from your account or, if you purchased as a guest, from the link in any of the emails we have sent you about your purchase.
  • Please note that deliveries are only made on working days.
  • Please remember that the shipping address of your order must be in the same market/region as where you made the purchase.
  • Some of our products come individually packaged to protect their shape and provide extra durability.
  • In some cases, we may fulfill products from the same order in different facilities, which means they’ll be shipped separately.
  • Sometimes we will offer to send your order items in multiple deliveries, depending on their availability, so that you receive them as soon as possible.
  • Once the purchase has been completed, the selected shipping method cannot be changed 

      HOME DELIVERY

      • We only offer home delivery at this point
      • Remember that orders including a large  HOMEWARE item will be charged a corresponding delivery rate.

        RETURN & REFUND

        Terms and Conditions for Returns

        As a small, growing business dedicated to sustainable and responsible shopping, we ask kindly that you carefully read product descriptions, return policies, and check sizing before placing an order.

        Return Eligibility:

        • If you are not satisfied with your purchase or if it arrives damaged, you have 14 days from the delivery date to request a return and 28 days to return the product to our warehouse.
        • To initiate a return or exchange, visit our returns portal, enter your order number and email address, and follow the instructions. You may need to provide a reason and photos for some items.
        • Registered users can request returns from their orders page.
        • We do not offer product exchanges. 
        • Please allow 2-3 working days for us to process your return. Returns requested on weekends or public holidays will be processed on the next working day.
        • Once your return request is processed, we will email you a return label with instructions. A return label is sent to customers within UK. Customers outside the UK are responsible for arranging the return and paying for the return shipping cost back to our UK warehouse.
        • A return label fee will be deducted from your refund. 
        • There is no restocking fee for your first return. For subsequent returns, a £5 restocking fee will be deducted from the refund.

        Return Instructions:

        • Upon receiving return confirmation and instructions, ship the item to the address provided.
        • Ensure the item arrives at our warehouse within 28 days to qualify for a refund.
        • Items must be in their original condition with all labels and tags intact. Visible signs of use will result in a partial refund or store credit.
        • Swimwear must have the hygiene sticker intact.
        • Return the product within the same market/region where the purchase was made.
        • If you no longer have the original packaging, you can use any suitable packaging, provided it is securely sealed.

        Refund & Exchange Conditions:

        • Items must be in original condition with all labels intact to qualify for a refund or exchange.
        • Swimwear must have the hygiene sticker intact.
        • If you never received the item or received the wrong item, a full refund will be issued via the original payment method.
        • Once the return is processed, we will email you a confirmation. Refunds may take up to 7 working days to appear in your account. If you have not received your refund after 14 days, use the email confirmation to contact your bank for assistance.

        Special Terms & Conditions:

        • Swimwear must include the hygiene sticker.
        • Accessories must be returned with their original packaging.
        • Homeware items must be returned in their sealed original packaging and condition.
        • Packs must be returned in full and cannot be returned separately.
        • Items with special packaging or additional accessories must be returned with all original packaging and accessories intact.

        For further questions, please contact us via the chat option on our homepage or email customer.service@soulsara.com.

         

        MY ACCOUNT

        Here you will find all the information needed to register at Soulsara.com, access your account and resolve any related situation.

        Registering is very simple: we will only ask you for the necessary information to speed up the purchase process. You can do it on the Register option.
        If you already have an account, you can log in by entering your email address and password. To end the session and log out securely, you can do so from Profile > Account.
        These are some of the advantages of having a Soulsara.com account:
        • Make purchases swiftly.
        • Check the information and the status of all your purchases and returns.
        •   Return/exchange products
        • Resend the return label in case of return at a delivery point.
        • Create lists of your favourite items with the Favourites and Save for later options.
        To improve your experience with us, we need to verify your account. When you create a Soulsara account, we’ll send you confirmation email and you’ll have to click it to complete the registration process. If you’re already a registered user, you’ll find this option in your account.

        CUSTOMER SERVICE

        FAQ

        Answer to your most common queries can be found at the FAQ  page. Further information can be found on our SHIPPING  and RETURNS  page. Links are listed at the bottom of home page.

        CHAT

        We can also be reached quickly via the Chat button at the right hand bottom corner. Our customer service team is available between GMT 9:00 AM and 5:00 PM.

        EMAIL

        Email us at customer.service@soulsara.com with any queries stating order number, full name, contact details and any relevant attachments. We aim to get back to you within a business day.