FAQ | Frequently asked questions | Get answers to common questions

Soulstice FAQ


What is the return policy?


Please see the return guidelines listed below to see if purchased items are eligible for a return. We offer free 30-day returns for all customers in the US. Shipping fees are non-refundable. Please note that a return shipping fee might be applicable. These return shipping fees are deducted from the refund amount. The return window starts from the day the shipment is delivered/picked up.

https://soulsticesw.com/policies/refund-policy


To qualify for a return:


  • Items must be in their original condition without signs of wear or damage

  • Items returned by mail must be in all original packaging (tags, box, and pouch included)

  • No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.

  • We refund you or exchange the item based on your request when we've received the order
  • Return Shipping Cost: Please note that while we are happy to refund the full cost of the item or send a replacement in a return, we do not cover the cost of return shipping. You will be responsible for the return shipping cost when returning your item.
  • Contact us by email soulsticesw@gmail.com and let us know if you want a full refund

All below items are non-returnable:


Gift cards


How can I track my order?


Tracking numbers are automatically sent as soon as your order is packed! Once the courier picks up the package and scans it into the system, the tracking number can be used to see the information about your order. This may take a couple hours and if the order was packed on the weekend, it will be updated next available business day!


STATUS


Processing


Your order has been handed over to our team to fulfil. If all items in your order are in-stock, typical processing time is 3-4 business days!


Shipped


Yay! Your order has been packed and is on the way to you. Kindly note that the tracking may take some time to be scanned into the courier's system to reflect any activity or movement.





Can I cancel or update my order? or change my shipping address?


As our team works hard to get your order dispatched as quickly as possible, we cannot guarantee we will be able to cancel or update your order upon request. Please reach out to soulsticejw@gmail.com and we will do our best to support you.

As our team works hard to get your order dispatched as quickly as possible, we cannot guarantee we will be able to cancel or update your order upon request. Please reach out to our Customer Experience Team and we will do our best to support you.


What is the exchange policy? 


We are not able to offer exchanges online at this time.


Where do you ship from?


We ship all of our products from San Diego, CA.


What are your necklace sizes?

Most of our necklaces range from 39-45 cm and some even come with a 5 cm extender. Each item has a description that includes the specific size if you have your eye on anything in particular!



Broken / Faulty Item Warranty


In the event you have received a faulty item or a piece of jewelry has broken due to a manufacturing defect you have within 90 days of the item(s) delivery to submit a claim. Your item must be purchased from soulsticesw.com and promotional gifts may be excluded.


Coverage includes:


Manufacturing defects

Does not include:


Lost jewelry

Scratches, bends, and breaks from normal wear and tear

Damage from misuse of jewelry or improper storage 

If you are eligible and wish to submit a claim, please reach out to soulsticejw@gmail.com with the following information:


Your order number

Shipping address

Which item is damaged

A description of the problem

Photographic evidence

Plus a video if necessary (i.e. earring clasps)


My order is delayed, when will I receive it?

While we can ensure this doesn't happen often, we're so sorry for the delay! Although we rely on our shipping partners to provide the most efficient services, unforeseen circumstances can arise.


If your order is considered late: Please kindly consider potential shipping delays. Soulstice cannot be held responsible for lost or stolen packages. To start, we suggest double-checking that your shipping address is correct. We find that tiny details such as house/door number, street, and postal code can sometimes be missed.


Once your address is confirmed, if your order is past 21 business days please contact us at soulsticejw@gmail.com and we will do our best to assist you in any way we can.


My order is marked as delivered and I can't find it.

We're so sorry for this inconvenience! Although we rely on our shipping partners to provide the best delivery services, unforeseen circumstances can arise on rare occasions.


If your order is marked as "Delivered": We recommend searching the surrounding areas of the shipping address and reaching out to neighbors. After allowing for a minimum of three business days for any potential developments, we advise submitting a claim with your local carrier directly, as this can be very useful. If you still haven't received your order, please contact us at soulsticejw@gmail.com and we will help every step of the way.