Refund policy

All orders once fulfilled can not be canceled. Fulfillment order times vary per product. If fraud is detected orders maybe be put on hold and you might be asked to verify your id with you card or payment method. 

Any claims for misprinted/damaged/defective items must be submitted within 25 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 25 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you or your customers notice an issue on the products or anything else on the order email support@souls.la or contact us in the chat.

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to you (if and as applicable).

Returned by Customer - Customers must contact us before returning any products. Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at your expense and discretion. We do not offer size exchanges. All sizes are laid out in full detail for each item and it is the customers responsibility to order correctly. 

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,

therefore souls.la reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.