We hope that you will cherish every item you buy from us, of course. However, if this is not the case, we always refund any item. You'll find instructions below.

Exchange

If you want to exchange an item for another size (or colour) please follow the instructions for a return. Then place a new order just like you did before.

How to return

Making a return or exchange is easy.

1. Log into your account, then click on returns and select the items you wish to return.

2. Customers in The Netherlands, Belgium and Germany can choose whether they'd like to make use of our enclosed DPD returnlabel. You can just drop off your parcel at a DPD parcelshop nearby. In this case we will deduct 4.95 euro (Netherlands) or 5.95 euro (Belgium, Germany) of your refund.

3. Return shipping costs from all other countries is at your own expense.

4. Send your return parcel to: 

IMPORTANT!

For residents outside the EU and in the UK: make sure you mark the box as ´return commercial sample´ and don’t forget to add the invoice you received from us, otherwise soul-sister will be charged with customs duties, which we will then charge to you. 

You can return any unwanted items to us, up to 14 days after delivery. Please note that the returned items must be sent back in resalable condition, meaning unworn, unwashed, unaltered and with the tags still attached. You'll get a full refund for your items once they have been received in this same condition. Soul-sister will not accept items which show signs of use or are damaged. Returning articles is at the customer's expense and risk, so we advise you to provide the return shipment with a tracking number. With this number you can always check if your return has reached our warehouse.

We process our returns twice a week. You will automatically receive an email from us when your package has been unpacked and later on when the refund has been processed.

Note, if a delivery is rejected, you are responsible for any costs made.

If you have any questions or need help with your return or exchange, please drop us an email to [email protected]

Complaints

If the item does not reach you in perfect shape, you'll have 10 days to let us know and email [email protected]. We will find the best appropiate solution.