Frequently Asked Questions

Question: What is your current shipping and processing time?


Our current processing time is 1-3 business days, however most often, orders are processed and shipped within 1 business day.

Shipping times range anywhere from 1-5 business days (US only) depending on the method you choose at checkout. International orders can take several weeks due to customs. Note that shipping times are always estimates, never guarantees. 

Question: What is the process for returns?


For returns, you'll need to email within 14 days of the date of delivery. Please include your name, order number, and the name of the item(s) you are requesting to return. Returns are for STORE CREDIT only. You'll receive return instructions within 1-3 business days. Please do not email more than one time per request.

Note that not all items are eligible for returns/exchanges. These include but are not limited to: final sale items, white clothing, bodysuits, jewelry, bralettes, & items purchased during a sale or promotion. Returned items must also be in perfect condition with all tags and original packaging still intact or they will not be accepted. For more information please refer to our return policy.

Question: What is the process for exchanges?


The process for returns and exchanges are the same. The best way to do an exchange is to request a return and re-purchase the size/color you want instead directly from the website. Returns are issued store credit, which can be used to make any exchange purchases. 

Question: How often do you restock?


We restock popular items as often as possible and as soon as possible. Typically, different items restock weekly and we always update via Instagram Stories (@soulemacollection). Additionally, you can click 'Notify Me When Available' on each product that you'd like to see restocked. Once the item you requested restocks, you'll be notified right away via email. 

Question: How can I cancel or edit my order?


If you need to adjust your order (contact info, shipping address, or size) please contact us right away by emailing with your order number and the changes you need to make. If your package has not yet shipped, we can make necessary changes. Packages that have shipped cannot be altered.

To request an order cancellation please email with your order number and reason for cancellation. Any orders that have already begun processing or have shipped will not be canceled. 

Question: My package was returned to sender/sent to the wrong address.


If a return to sender is issued for your package, it is likely that you accidentally mistyped your address or forgot to include an apt/unit number. Return to sender packages are shipped back to us but can take up to a few weeks. Once we receive any returned packages, we immediately contact the customer and provide further instructions. Customer is responsible for re-shipping costs. If you no longer want the package, you'll be refunded via store credit only. 

If your package was sent to the wrong address, the only way to get the same package back is if the receiver issues a return to sender. Otherwise, your package will be considered lost/stolen and you'll need to file a claim with the shipping carrier (USPS or UPS). No replacement packages or refunds will be granted. 

Question: My package got lost/stolen. What should I do?


Unfortunately we are not responsible for any lost or stolen packages as it is completely out of our hands once a package ships. However, we always recommend contacting USPS or UPS (depending on which method you choose) with your tracking number so that they may further assist you. 

Additionally, USPS Priority Mail packages are automatically insured up to $100. If you chose this method, you may file a claim here.

Question: I purchased but did not receive a confirmation email or shipping updates.


If you have not received any updates since purchasing, please check your junk mail as 9 times out of 10 they are located there. If you still do not see any email updates, it is likely that your email was mis-typed. You can email so that we can update your email and resend the notifications.