Delivery & Returns

SHIPPING & DELIVERY

 

HOW DO I TRACK MY ORDER?

Once your order has been shipped by our warehouse team you will receive a second email to let you know that your order is on its way to you. This email will contain your tracking information which can be tracked at one the following links below: 

https://www.royalmail.com/track-your-item

If you are unsure please contact customer services at "chris@soulstarclothing.com" and they will look into this and advise you further.

Please make sure when contacting customer service, that you supply both your order number and tracking number as they will need this to locate you on the system.

WHAT ARE THE CURRENT METHODS OF DELIVERY?

UNITED KINGDOM

Delivery Method Average Delivery Time *+ Cost
UK Standard Delivery 3 – 5 working days Free
UK Next Working Day

Next working day Order must be placed before 4:00pm Mon - Fri

Both DPD and Royal Mail run a Next Day Delivery Service

£3.00

Orders are dispatched Monday- Friday only. (Please note we are closed for business Saturday and Sunday)

All next working day orders placed after 4pm on Friday will be dispatched Monday for delivery on Tuesday.

All next working day orders placed on Saturday & Sunday will be dispatched Monday for delivery on Tuesday.

Next working day orders are not delivered on Saturdays, Sundays or national bank holidays.

UK Next Working Day & Saturday Delivery (when available)

To guarantee UK Next Working Day & Saturday Delivery orders must be placed before 4pm on the day of dispatch. 

To guarantee Next Working Day delivery and Saturday Delivery To Northern Ireland and Scotland orders must be placed by 3pm on the day of dispatch.

Please note there are a few exception areas where UK Next Working Day & Saturday Delivery are not guaranteed by 1pm. 

  • Delivery by 5.30pm the next working day to postcodes:
    AB30-56, IV21-28, IV40, IV52, IV54, KW1-14, PA28-38, PH15, PH17-26, PH31-40, PH49-50, HS1, HS3-9, IV41-51, IV55-56, KA27-28, PA20 (0-9), PA41-49, PA60, PA77, KW15, KW16, (Stromness Town only), GY9 (Alderney), ZE1 (Lerwick), HS3.
  • Delivery after two working days by 5.30pm for postcodes:
    GY1 3(Herm), GY10 (Sark), HS2, PA61-75, PA78, ZE2-3.
  • Delivery after 3 working days by 5.30pm on the third working day to postcodes:
    KW16-17, PH30, PH41-44.
  • Our Saturday guaranteed delivery is not available to:
    GY1 3 (Herm), GY9 (Alderney) GY10 (Sark).

INTERNATIONAL DELIVERY OPTIONS

USA, Australia & Worldwide-  £15.00 - delivers in approximately 7-28 working days.

DO I NEED TO SIGN FOR MY DELIVERY?

We can’t be home all the time, in these situations your parcel can be left in a safe place or left with a neighbour at your request. You can add this request to the notes on your order. Do please be aware that any instructions left are only requests and are not guaranteed by the courier service. If it is not possible to fulfil your request a calling card will be left which will include details of how to re arrange delivery.

WHAT TIME CAN I EXPECT MY DELIVERY?

UK CUSTOMERS

For all UK orders placed, deliveries can be made anytime between 8am and 6pm.

 

RETURN AND REFUND POLICY 

HOW DO I RETURN MY ORDER? 

If you are not completely satisfied with your item(s) then return them to us in a sellable condition by post within 30 days of receipt of delivery. Once we receive your return your refund will be processed accordingly. When returning items all tags must be in place and unworn.

You can take your returns to any Royal Mail post office. 

In order to return an item(s), please follow these steps:-

  1. Fill in the Returns Form

Please fill out the form you received with your order stating the items you are returning and the reasons for this. Then enclose this form inside the parcel with your returned item(s).

If you are not able to enclose a return form or copy of your invoice, please write the details on a piece of paper. The details needed would be order number, name, the style references and sizes of garments being returned, and reason for return.

  1. Wrap your item/s

Please include your returns form in your parcel. Please wrap your items and form securely in the original packaging, and attach the returns label onto the parcel with the below address on -

Soulstar Clothing

The James Darby Building

Byron Avenue, Lowmoor Business Park

Kirkby-in-Ashfield 

NG17 7LA

If after 30 working days of returning your item you have not been refunded, please contact us on "chris@soulstarclothing.com"

IF A PARCEL IS RETURNED WITHOUT PAPERWORK ENCLOSED WITH THE GOODS, IT IS IMPOSSIBLE FOR US TO IDENTIFY THE SENDER, AND TO THEREFORE ISSUE A REFUND FOR THE PARCEL

Your statutory rights are not affected by our returns policy.

HOW WILL I KNOW WHEN MY RETURN HAS BEEN PROCESSED? 

Please allow 30 working days, from the date of posting to us, for your return to be processed. If after 30 working days of returning your item to us you have not received an email notifying you of this, then please contact us at "chris@soulstarclothing.com"

RETURNS AFTER 30 DAYS

If you return your order after the 30 days, you will be issued with a gift voucher of the same value. Please note gift cards are non transferable.

WHY HAVE I BEEN REFUNDED WHEN I HAVEN'T RECEIVED MY ORDER? 

In rare cases, due to high demand, an item which you have ordered may suddenly become unavailable. If this should happen, we will issue a refund to you for the item, and mark this on the invoice enclosed in your parcel. If your order contains additional items, we will dispatch the rest of your order.

You will receive an email advising of this if this happens.