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

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

All next working day orders placed after 3:30pm 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 3:30pm 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).

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.

 

RETURNS & EXCHANGES POLICY

Returns & Exchanges

We want you to love your Soulstar Clothing purchase. If you are not completely satisfied with your order, you may return eligible items within 30 days of receiving your order for a refund or exchange.

Return Eligibility

To be eligible for a return, items must:

• Be returned within 30 days of delivery.

• Be unworn, unwashed, and unaltered.

• Have all original tags attached.

• Be returned in their original packaging where possible.

• Be in a resalable condition.

Non-Returnable Items

We cannot accept returns for:

• Worn, washed, damaged, or altered items.

• Items returned without original tags attached.

• Sale or Final Sale items marked as non-returnable at the time of purchase, unless faulty.

• Items returned outside of the 30-day return period.

Your statutory rights regarding faulty, damaged, or incorrectly supplied goods are not affected.

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How to Return an Item

Step 1 – Complete Your Returns Form

Please complete the returns form included with your order, indicating the items you are returning and the reason for return.

If you no longer have the returns form or invoice, please include a note containing:

• Your order number

• Full name

• Contact details

• Product style/reference number

• Size(s) being returned

• Reason for return

Please note that returns received without sufficient information may not be identifiable and could delay the processing of your refund.

Step 2 – Package Your Return

Securely package your item(s), preferably in the original packaging, and include your completed returns form or note inside the parcel.

Step 3 – Send Your Return

We recommend using a tracked postal service and retaining proof of postage until your return has been processed.

Please send your return to:

Soulstar Clothing
The James Darby Building
Byron Avenue, Lowmoor Business Park
Kirkby-in-Ashfield
NG17 7LA
United Kingdom

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrectly supplied.

Please note that we do not offer free returns for unwanted items.

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Refunds

Once your return has been received and inspected, we will notify you by email regarding the outcome of your refund request.

Approved refunds will be processed to the original payment method used for the purchase.

Please allow:

• 5–7 business days for your refund to be processed after your return has been received and approved.

• Additional time for your payment provider or bank to credit the funds to your account.

If you have not received your refund within 30 working days of posting your return, please contact us at:

websales@soulstarclothing.com

Original shipping charges are non-refundable unless the item is faulty, damaged, or incorrectly supplied.

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Exchanges

We are happy to offer exchanges for eligible items returned within 30 days of delivery.

All exchanged items must meet the return eligibility requirements outlined above.

Exchanges are subject to stock availability. If the requested replacement item is unavailable, a refund will be issued instead.

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Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible and provide:

• Your order number

• A description of the issue

• Clear photographs showing the fault or damage

Once reviewed, we will arrange an appropriate resolution, which may include:

• A replacement item

• A full refund

• A free return service where applicable

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Out of Stock Items

In rare circumstances, an item ordered may become unavailable before dispatch due to stock discrepancies or exceptionally high demand.

If this occurs, we will automatically issue a refund for the unavailable item and notify you by email. Any remaining items in your order will be dispatched as normal.

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Contact Us

For any questions regarding returns, refunds, or exchanges, please contact:

websales@soulstarclothing.com

We aim to respond to all enquiries as quickly as possible.