Frequently Asked Questions
Orders
How do I place an order?
Simply browse our collection, add your chosen products to your cart, and complete the checkout process. Once your order is confirmed, you'll receive a confirmation email with your order details.
Can I change or cancel my order?
Yes, provided your order has not yet been shipped. Please contact us as soon as possible at support@souliia.com.
If your order has already been dispatched, you may return it after delivery according to our Return Policy.
Shipping & Delivery
Where do you ship?
Souliia ships to customers worldwide.
Do you offer free shipping?
Yes. We offer free standard shipping on all orders, with no minimum purchase required.
How long will my order take to arrive?
Estimated delivery times are:
- Processing Time: 1–2 business days
- Transit Time: 6–10 business days
- Estimated Total Delivery Time: 7–12 business days
How can I track my order?
Once your order has been shipped, you'll receive an email with your tracking number.
Please allow 1–2 business days for tracking information to become available.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy. Items must be unused, in their original condition, and returned with all original packaging and included accessories.
Who pays for return shipping?
For change-of-mind returns, return shipping costs are the customer's responsibility.
If you receive a damaged, defective, or incorrect item, we will cover the return shipping costs.
How long does it take to receive my refund?
Approved refunds are issued within 7 business days after we receive and inspect your return.
Can I exchange an item?
Yes. Exchanges are accepted within 30 days of delivery.
Products
What if I receive a damaged or incorrect item?
Please contact us immediately with your order number and photos of the item and packaging. We'll arrange a replacement or refund as quickly as possible.
What if my package is lost?
If your shipment is confirmed lost by the carrier, we'll send a replacement or issue a full refund.
Contact
How can I contact Souliia?
Email: support@souliia.com
Phone: +44 7300 382238
What are your customer support hours?
Monday – Sunday
08:00 – 18:00 (GMT+1)