At Soul Sisters, our biggest goal is to well serve our fabulously loyal customers. We know that ordering things online can be a gamble since you can’t touch the items or try anything on, and because of that we try our best to be very return-friendly. If you're not completely satisfied with your order, we will do everything we can to try and make it better!
However, as in life, there are certain rules that must be followed so that we can help you out! Here is a simple run-down of the rules and procedures for returns:
- Please look over your order as soon as you get it in your hands. If you think that you've received a defective item, contact our customer service team within 48hours of receipt of your order at Support@Soulsisters.my. When contacting the customer service please include a photographic evidence of the defective item.
- If you were sent incorrect items or are missing items from your order, please contact our customer service team at Support@Soulsisters.my within 72 hours so we can get that mishap sorted out for you!
- Any goodies you purchased must be returned within 14 days of your receipt of the items. Our policy lasts 14 days. If 14 days have gone by since your receipt of the item, unfortunately we can’t offer you a refund or exchange.
- Returned items must remain un-washed and unworn and unused, in the same condition that you received it. It must also be in the original packaging.
- Anything purchased with any form of personalization including print on demand items is a FINAL SALE and is not eligible for return.
- Anything purchased at a discounted price is a FINAL SALE and is not eligible for return.
- Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
- ** No refund policy on free plus shipping items. As the products are free and we cannot refund shipping. If products are received damaged or defective, please follow the rules for defective or damaged goods****
- Several types of goods are exempt from being returned. Perishable goods, opened cosmetics, itimate items, earrings for hygiene sake.
- Additional non-returnable items:
Downloadable software products
Some health and personal care items
We’ve worked really hard to try and make the returns process as simple as we can to keep you from pulling your hair out. (Trust us, we’ve been there!) We’ve spelled out the process below so that you’ll know just what to expect.
Once you have contacted the customer service with the reason and evidence for return. Once it has been agreed that you can return your item, All we need you to do is fill out the returns form online , Upload a copy of the original receipt and circle the items you are returning and email it to customer service at Support @soulsisters.my. We’ll take it from there! Don’t forget that your original shipping cost is non-refundable. There are certain situations where only partial refunds are granted (if applicable). Please do not send your items back to the manufacturer.
Shipping: To return your product, please contact us at Support@soulsisters.my and we will inform you of the address to send it to. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, please allow our team 5-7 business days to process your return once it is received at our warehouse and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Changing or Cancelling Your Order
Sometimes something happens and you need to change or cancel your order. We totally understand and are here to help, but you must contact us immediately! The Soul Sisters Girls are always trying to beat their records, which means they pack and ship orders fast! Once they initially process your order (usually within 2-4 hours) we will be unable to make any changes to your order.
Gift Cards (Store Credit)
Oh, store credit. That beautiful little thing that allows you to be the proud owner of fabulous pieces that’ll have everyone you encounter asking "who's that girl?!" Here are a few things to remember about your store credit issued in the form of a gift card and send via email. If we missed anything just drop us a line at Support@soulsisters.my If you have your eye on that must-have shoe or maxi and it’s a little more than your gift card is worth, an additional form of payment will be required at checkout. Pssst… it’s totally worth it!
- Gift card codes and store credit codes will expire 18months from the date issued.
Your use of the Gift Card constitutes your agreement to our Terms and Conditions