Shipping & Return Policy
Order Fulfilment Timeline:
- Day 1: You place your order
- Day 2: Order confirmation sent via email
- Day 6: Order is fulfilled*
- Day 7: Shipping confirmation + tracking information sent via email
* Your order will be processed and shipped (i.e. fulfilled) within 2-5 days of order confirmation. Do note that products bought during a sale, through pre-order, and similar may take longer.
All products are shipped from our premises in Bangalore, India. Our working hours are 9 am to 5 pm, Monday-Friday Indian Standard Time (IST). Orders are not processed on Saturdays, Sundays and national/public holidays of India.
Got a query about your purchase or need some help using it? Check out our FAQs here. You can also contact us at firstname.lastname@example.org and we will gladly help.
International shipping :
International shipping is Free within the USA. Delivery time ranges from 7-21 business days after shipping based on the address given.
IMPORTANT: Customs fees and import duties may be applicable. Soul cannot calculate or control these. They are the sole responsibility of the buyer.
You may cancel your order within 24 hours of placing it on our website.
To do so, please email us at email@example.com mentioning ‘CANCELLATION of Order [number]’ in the subject line. Your refund will be processed within 14 days of receipt of your cancellation request via email as instructed above.
Do note that an order once cancelled cannot be revived. If you wish to purchase those products, after all, you will need to place a fresh order on this website. Soul is not responsible for items that go out of stock in the interim.
If your order cannot be fulfilled for any reason, Soul reserves the right to cancel it. In such rare instances, you will be informed of the cancellation via email and your money will be fully refunded.
Conditions for Cancellation :
1. Orders placed during a sale or promotion cannot be cancelled, modified or exchanged. All orders placed during such times will be considered final.
2. Once the order is fulfilled, you will receive shipping confirmation via email. From this point, you can no longer cancel your order, and our Return Policy will apply.
INTERNATIONAL REFUND POLICY
We work hard to ensure that you love your Soul products as much as we do! If you need help or further information about your Soul products, we have trained and certified babywearing educators available to answer your queries and help you get the best out of your Soul baby carriers, on our Facebook chatter group Soul Family
All international sales are final and we regret we cannot offer return or exchange options to customers outside India. However, in case of a manufacturing defect, we can offer a full or partial refund of the value of the product(s)* in question depending on the nature of the problem.
* Value of product refers to the price of the product and does not include shipping charges, customs tax or similar local-to-buyer charges.
Soul baby carriers (ring sling, onbuhimo, wrap, Full Buckle, AseemA & AnoonA) come with a limited 6 month warranty against manufacturing defects.
In the unlikely event that we have inadvertently sent you incorrect or defective merchandise, please notify us immediately at firstname.lastname@example.org mentioning ‘RETURN/EXCHANGE of Order [number]’ in the subject line.
Do include clear and detailed photographs/videos (ideally taken in daylight) of both the product(s) and the packaging so that any defect or damage is clearly visible.
NOTE: Soul fabrics may show colour variations, loose threads, tiny slubs, snags or unevenness that are characteristic of natural fibre textiles. These variations should in no way be considered flaws or defects as they do not affect the functionality of the carrier. It is the nature of the fabric and these imperfections highlight its natural beauty and uniqueness.
Once your package is shipped from our premises, Soul cannot control its surroundings or circumstances. Accordingly, Soul is no longer responsible for any damage after shipping in any circumstances. If your items are damaged in transit, we may be able to guide you in filing a claim if you email us as explained above (we cannot guarantee results).
We will process your refund within 14 days of receiving the complete information required from you to process your claim.
Your refund will be processed through your original method of payment.
Conditions for Refund:
1. We can only accept claims for Soul products that have been purchased directly from Soul through this website.
2. Soul retains the right to decide, after inspection of the photographs/videos provided, whether the request fulfils our refund criteria and we will process your request accordingly.
3. No refund request can be processed after 30 days of receipt of your order (except for conditions where the warranty applies).
4. These terms and conditions are subject to change.