Frequently Asked Questions (FAQ)
ORDERS AND PAYMENT
1. Do you take bulk orders/customize products?
Yes, we do! Over a certain number depending on the product, (except socks) we can customise as per your requirements. You can email us with your order requirements at firstname.lastname@example.org and we can try to work out a discount for you, depending on the quantity of the order.
2. What should I do if my payment fails?
In case there is a failure in payment, please retry and keep the following things in mind:
-> Please confirm if the information you’ve provided is correct, i.e. account details, billing address, and password (for Net Banking); and that your internet connection wasn’t disrupted during the process.
-> If we debited your account even after a payment failure, we will roll it back to your bank account within 10 business days. For any further clarification, you can email us at email@example.com
3. Do you have Cash On Delivery (COD)?
No, we currently just have online modes of payment.
4. I wish to add a few more products in my order. Will it be possible?
Once you have confirmed the order and we have accepted it, you cannot add any more products to your order. Place a fresh order for the other products.
5. How can I get my order delivered faster?
Sorry, currently we do not have any service available to expedite the order delivery. In the future, if we offer such a service and your area pin code is serviceable, you will receive a communication from our end.
6. I want to place an order but I don’t want any price tag or invoice attached as it is a gift for someone. Is it possible?
We have to leave the tags intact in case the person you’re gifting faces any issues and would like to return the product, however the tags do not have a price on them and we can blacken the prices on the invoice. If you want to add a note to the gift, please email the note to us at firstname.lastname@example.org immediately after placing the order. Please note that the character limit for the note is 250 characters.
7. How do I cancel the order I have placed?
Please email us at email@example.com to cancel your order. We can only cancel an order as long as it hasn’t been dispatched.
8. How to place an order?
To place your order, follow these steps:
-> Browse through our wide range of products until you find something you like. After you’ve chosen what you want, select the relevant size, if applicable. You can check out our size chart for reference.
-> Once you’re done, click the ‘Add To Cart’ button.
-> After you have added all the products, click on the cart icon on the top right. You can either choose to continue shopping or confirm the order and click ‘Checkout’.
-> From there, you can either login to your existing The Souled Store account or simply continue as a ‘New User’ and create one.
-> Once you’re done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking ‘Place Order’.
9. How do I know if I placed my order successfully?
Once you successfully place your order, you will receive a confirmation email & SMS with details of your order and your order ID.
10. How do I check the status of my order?
You’ll receive an email & SMS regarding the status of your order. Once it is shipped, we will notify you. All you have to do then is sit back, relax, and wait for your sustainable product (s) to arrive!
SHIPPING & TRACKING
1. Can I change the shipping address of my order before it has been shipped?
Sorry, that is not possible at the moment as the system would have already passed the mobile number and address to our warehouse to pack and ship your product.
2. How long will it take for my order to be delivered?
We ship orders within 1-4 days, after which it takes around 5-7 business days for the order to be delivered. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather, etc.).
3. Are there any additional shipping charges?
Shipping charges depend on the product and location, which is calculated while placing the order.
4. How do I track my order?
You can track your order once it has been dispatched from our warehouse. We will email and SMS notification with a link.
5. What if my order is undelivered?
Kindly email us as soon as possible if your order is undelivered, we will either track the problem or refund the amount.
RETURNS, EXCHANGE & REFUND
1. The product I want to return was bought on discount. Will I get refunded with a full amount?
No, you will only receive the exact amount paid for the product.
2. In case I return the products, will the Shipping/Gifting charges be credited back?
No. These are charges applicable each time an order is placed and are non-refundable.
3. My product has been picked up but I have not got my refund yet.
If it has been 24-48 hours since the order has been picked by our courier partner and if we have not started the refund, please email us at firstname.lastname@example.org and we will sort it out for you.
4. What are the terms of the exchange policy?
You can apply for an exchange for your order within 30 days after we have delivered an order. We have a reverse pick up facility for most pin codes. We can only do exchanges for the same products in a different size. We cannot exchange it for another design in the same product category or against any other product across our website. To maintain strict hygiene standards of our products, we do not accept exchanges on several product categories, including but not limited to masks and socks.
5. When will my exchange product get delivered?
Your exchange product will be shipped from our warehouse after the returned product has been picked from your end. Orders in India, once shipped, are typically delivered in 1-4 business days in metros, and 4-7 business days for the rest of India. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather, etc.).
1. Can I try the product before buying?
We only sell online, so there is no try-and-buy option available. However, in order to make sure you pick the right size, we have a size chart with measurements on our product pages.
2. Will I automatically receive marketing emails from you after registration?
If you register your email while placing an order, you will not receive marketing emails unless you consent to them. If you sign up to our newsletter, you will receive updates on our product launches, upcoming products and blogs!