RETURNS & REFUNDS

 

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 has been processed, we will email you the return address. Please ensure the item is sent back in its original condition to the specified address.
  • For customers outside the UK, return shipping must be arranged independently, and the cost of return postage to our UK warehouse will be your responsibility.
  • If a return label was provided, the associated fee will be deducted from your refund.
  • Please note that the original shipping fee is non-refundable.
  • A £5 restocking and processing fee will also be deducted from the refund amount.

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.