Refund policy

TERMS AND CONDITIONS FOR MAKING A RETURN

  • If you are not happy with the product or if you received it in a damaged condition you have 14 days from the date of delivery to request a return and 30 days to return the product to our warehouse. Please go to our returns portal , search for your order with the order number and your email address and request a return/exchange. For some items you also have to state the reason for return or exchange and photos of the product.
  • If you are a registered user you will get the option to return/ exchange in your orders page.
  • We need 2-3 working days to process your return so please be patient if you don't get a return confirmation straight away.
  • Our office is closed on weekends and public holidays so any returns requested we receive on weekends or public holidays are processed automatically on next available weekday or working day.
  • Once we process your return request a return label is emailed with return instructions, usually we provide a free collection within the UK ( this is subject to availability). For orders placed outside UK, return costs need to be covered by the customer.
  • For items that was shipped using free shipping method, there is a return fee. Return label cost is automatically deducted from the full refund amount.
  • Once you receive return confirmation and instructions please post the item back to the address stated.
  • You must manage the return before the established deadline. Item should be received in our warehouse within the stipulated 30 days to qualify for a refund. 
  • Return the product to the address given on the return label unless otherwise stated in the return confirmation email.
  • Items must be in their original condition and include all labels.
  • Swimwear should have the hygiene sticker intact for hygiene reasons to qualify for a refund
  • You have to make the return in the same market/region where you made the purchase.
  • If you no longer have the original packaging, you can return your order in any other packaging, as long as it is properly sealed to prevent the items from getting lost
  • If you have any further questions regarding returns/exchange please contact via chat option on the home page or write to us to customer.service@soulsara.com


REFUND & EXCHANGE CONDITIONS

  • Items must be in their original condition and include all labels to qualify for a refund or exchange
  • Swimwear should have the hygiene sticker intact for hygiene reasons to qualify for a refund
  • If you never received the item or received a wrong item a full refund is issued via original payment method
  • Since this is a custom made product, if you change your mind or do not like the product we can only refund 60% of the order value to the original payment method and the remaining 40% is issued as a store credit which you can use to make further purchases within 90 days from the day store credit was issued.
  • When you return a purchase, you will receive a refund of your order in the same payment method you used for the purchase.
  • Once the return has been made, we will send you an email with confirmation.
  • If more than 14 days have passed and you have not received the refund in your account, please use this confirmation to submit it to your bank so that they can help you speed up the process.

SPECIAL TERMS & CONDITIONS FOR RETURNS

Due to their special characteristics, some of our items must fulfil the following criteria to be returned or exchanged:

  • Swimwear: must include the hygiene sticker.
  • Accessories: must be returned with the bag or the original cardboard packaging intact.
  • Homeware items must be returned in their sealed original packaging and in its original condition.
  • Packs: items forming part of a pack cannot be returned separately.
  • Special packaging and additional accessories: items with special packaging (fabric bags, special boxes, etc.) or additional accessories must be returned with said packaging or accessories in the same condition.

 

Exceptions / non-returnable items
Certain types of items cannot be returned for special conditions please check RETURNS page


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customer.service@soulsara.com.