Return Policy – Soulmates
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Return Policy

 

 

Merchandise Return/Exchange Instructions

We want you to love your experience shopping at Soulmatesdress.com and be completely satisfied with the fit and quality of your garment. On the off chance that you are not, we are here to help.

We will happily accept returns and exchanges on items that are received in their original condition, unworn, unwashed, unaltered, undamaged with all tags still attached. Item(s) listed as FINAL SALE cannot be returned or exchanged. Items returned without obtaining an RA (Return Authorization) number or Returns that do not meet our Return Policy will be returned to you at your expense. Any RA requests/return delivery falling outside of the 3/10-day timeframe outlined below will not be accepted.

 

How to Return an Item for Exchange or Store Credit:

  1. Email customer service contact@soulmatesdress.com within 3 days of your order delivery to provide the reason for the exchange and request a Returns Authorization Number (RA#). Be sure to include your order number and the item SKU in your email.
  1. Once we received your request we will email you a Returns Authorization Form along with a pre-paid UPS return label within 24-48 hours.
  1. If you would prefer to use your own carrier, make sure to use a courier service with tracking capabilities.
Ship your return to the following address:
 
Soulmates
Attn: Returns
510 Coral ridge Place #105
City of Industry, CA 91746-3031
 
  1. Print out and fill out the Returns Authorization Form and enclose in your return package. Be sure to write the RA# on the OUTSIDE of package. Affix the pre-paid UPS Return Label to outside of the package and drop off to a UPS drop box or UPS store.
  1. For all exchanges requests, your exchange will be shipped upon availability. We will email the replacement item’s tracking number upon dispatch.
  1. To receive store credit, please allow 1-3 business days for us to process your return upon receipt. We will send you an email with your available credit balance and a store credit code.
  1. A small processing flat fee of $15 will be deducted from your store credit.

 

 

How to Return an Item for Refund:

  1.  Email customer service contact@soulmatesdress.com within 3 days of your order delivery to provide the reason for the refund and request a Returns Authorization Number (RA#). Be sure to include your order number and the item SKU in your email.
  2. Items must be received at our warehouse within 10 days of your RA issue date. We will email you a pre-paid UPS return label within 24-48 hours for fee of $10 USD (for returns within the 48 contiguous states or $30 (for returns from Alaska and Hawaii) or $50(for international) will be deducted from your refund.
Ship your return to the following address:
 
Soulmates
Attn: Returns
510 Coral ridge Place #105
City of Industry, CA 91746-3031
 
  1. Print out and fill out the Returns Authorization Form and enclose in your return package. Be sure to write the RA# on the OUTSIDE of package.
  1. A restocking fee of $35 PER ITEM will be deducted from your store credit.
  1. Your refund will be processed upon receipt within 1-3 business days and once your return has been accepted to meet our Returns Policy, your refund will be credited to the original payment method. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.  

 

Customs and Duties:

All customs duties and sales taxes are non-refundable. However, you may be able to recover these costs by contacting your local customs bureau directly.

 

Wrong Item Received?

In the unlikely event that you receive an item that is damaged or incorrect contact us immediately via email or phone and we will organize a replacement for you. If a replacement is unavailable you may choose another suitable item. To arrange to replace or refund your product, please contact Customer Care online or at 1-800-993-9488, Monday through Friday between 9 AM – 4:30PM PST.

 

Please note: We only process returns for items purchased via the online store. Merchandise purchased from department stores / specialty stores must be returned to the store in which it originated.

We are happy to help you! Please call Customer Care 1-800-993-9488 (US toll-free), Monday- Friday from 9:30am and 4:30pm, PST. You can also email us at contact@soulmatesdress.com and please remember to include your order number in the subject line.

 

Repeated Returns

We offer a flexible returns policy to make your online shopping experience even easier. However, we do monitor the number of returns made and may refuse to accept orders at our discretion if items are returned repeatedly.

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