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:
If you are unsure please contact customer services at "email@example.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?
|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
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?
For all UK orders placed, deliveries can be made anytime between 8am and 6pm.
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 14 days of receipt you can receive a full refund.
Any orders returned after the 14th 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 14 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.
The link for a Royal Mail prepaid label can be found here
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 14 DAYS
If you return your order after the 14 days, you will be issued with a gift voucher of the same value. Please note gift cards are non transferable.
Shoes must be returned within 14 days in their original boxes. If shoes are received after the 14 day period, no refund will be given and they will be sent back to the delivery address on the order.