Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at websales@soulstarclothing.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at websales@soulstarclothing.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at websales@soulstarclothing.com.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at websales@soulstarclothing.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at websales@soulstarclothing.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at websales@soulstarclothing.com.
RETURN AND REFUND POLICY
UNWANTED ITEMS
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 "chris@soulstarclothing.com" 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
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 "websales@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 "websales@soulstarclothing.com"