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Return Policy

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 conditions, unworn, unwashed, unaltered, undamaged with all tags still attached.

Items 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 and fall outside of the 3/10 day timeframe will not be accepted and will be returned to you at your expense.  

Domestic Return Instructions

  1. Email contact@soulmatesdress.com to our Customer Service within 3 days of your order delivery with your Order Number and SKU number and the reasons for the return or exchange in your email.
  2. Once we received your request we will email you a Returns Authorization number (RA#) along with a pre-paid USPS return label within 24-48 hours
  3. Please fill out the Return Exchange Request Form along with your received package and enclose it in the return package.
  4. Affix the pre-paid USPS Return Label to the package and be sure to mark RA# OUTSIDE of the package and drop off to any US Post Office.
  5. A small processing fee of $15 will be deducted for each return from your account.
  6. 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 Dress
Attn: Returns
510 Coral ridge Place #105
City of Industry, CA 91746-3031

  1. Items must be received at our warehouse within 10 days of RA issue date.
  2. For exchange request, your exchange will be shipped upon availability. We shall email you the replacement items tracking information upon dispatch.
  3. A Restocking Fee of $30 per item will be deducted from your account for refund. There are no restocking fees if you choose to Exchange or Return for Store Credit.
  4. Your refund will be processed within 1-3 business days upon receipt of your return. 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.

International Return Instructions

  1. To follow the Domestic Return Instructions above
  2. Customers are responsible for return shipping charges including duties and taxes.
  3. Returned items will be refund to the original payment method.
  4. Your refund will be processed within 1-3 business days upon receipt of your return. 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.

Wrong Item Received:

In the unlikely event that you receive an item that is damaged or incorrect, please 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.

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.

Items should be in their new, unused condition with all tags attached and must be free of stains, pet hair, floor debris, odors and pin marks. Items not returned in original condition may be refused or subject to a $75 restocking fee.

 

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. Or email us at contact@soulmatesdress.com and please remember to include Your Order number in the subject line.

 

 

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