RETURN AND REFUND POLICY
If you are not completely satisfied with your purchase, simply return the item/s to us in their original condition with the labels attached. If you return your order within 30 days of receipt you can receive a full refund.
Any orders returned after the 30th day will be issued with a voucher upon receipt of the return for the item cost to spend on the web site. Please note gift cards are non transferable.
Swimwear can only be returned if the hygiene seal is in place and has not been broken.
All items must be returned with the tags still attached.
Please take extra care when trying on your new purchases, as unfortunately we can’t refund any items that are marked or tainted with body lotions, perfumes or body odours.
Any items that our quality check team deem as unreturnable will be held in our warehouse for a maximum of 3 weeks, in which the customer must arrange collection for the unreturnable item. If the 3 week mark is surpassed, unfortunately we will have to dispose of the item.
WHAT SHOULD I DO IF I'VE RECEIVED A FAULTY OR INCORRECT ITEM?
If the item you received is faulty or incorrect please contact customer services via "firstname.lastname@example.org" please quote your order number, full name, item code and reason for contact, i.e. faulty item, incorrect size or item.
We will then advise you on how to proceed with the return. No alterations are permitted to be made to the item. You have 30 days from receipt of the faulty item to return it to us.
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.
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.
Please note that we will deduct £3.00 from your refund to cover the postage of the pre-paid label.
In order to return an item(s), please follow these steps:-
- 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.
- 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 WEBSITE RETURNS
The James Darby Building
Byron Avenue, Lowmoor Business Park
If after 30 working days of returning your item you have not been refunded, please contact us on "email@example.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 "firstname.lastname@example.org"
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.