Refund policy

At Soulvie, your satisfaction is important to us. If you wish to return a product, we offer a clear and transparent return process for items that meet the conditions outlined below.

Return Window

You may return eligible items within 30 days of receiving your order.

Return Conditions

  • Items must be returned in their original, unused condition, free from any wear, damage, or alterations, and packaged in the original box or bag.

  • All accessories, tags, and included documentation must remain intact and in their original state.

  • Return shipping costs are the responsibility of the customer, except in cases where the product is defective or the wrong item was delivered by us.

  • Certain products may be non-returnable for hygiene or safety reasons. These items will be clearly marked as non-returnable in the product description.

How to Return an Item

  1. Contact Customer Service – Email us at support@soulvie.shop with your order number and reason for return. We will respond to your inquiry as soon as possible.

  2. Receive Return Instructions – Our team will provide a return authorization and detailed instructions.

  3. Package Your Return – Securely pack the item in its original packaging to avoid damage during transit.

  4. Arrange Shipping – Ship the item using a reliable courier service of your choice. Please ensure the package has tracking for your protection, as we are not responsible for returns lost in transit.

  5. Send Us the Tracking Number – Once shipped, email the tracking number to our customer service team for processing.

Refund Process

  • Inspection – Once we receive your return, we will inspect it to ensure it meets the return criteria.

  • Refund – After inspection, your refund will be processed. Please allow approximately 14 business days for your refund to appear on your original payment method. Processing time may vary depending on your bank or payment provider. Shipping fees are non-refundable.

Exchanges

If you wish to exchange an item for a different size, color, or product, please contact our customer service team. We will guide you through the process to ensure you receive the correct item in a timely manner.

Customer Service Contact

  • Email: support@soulvie.shop

  • Phone: +1 604-555-2378

  • Address: 1212 34 Avenue Southeast, Calgary, AB T2G 1V7, Canada

We are committed to providing the best possible experience. If you have any questions or require assistance, please reach out to us anytime, and we will respond as soon as possible.