Shipping & Returns
Is it easy to exchange or return an item?
Absolutely.
Email us at info@soultaustralia.com with your order details and we'll provide you with the next steps for your return or exchange.
For change-of-mind returns and exchanges, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as Soult cannot be responsible for return parcels until they have been received by us.
Can I return my order for a refund or exchange?
Yes. Full-priced items can be returned for a refund or exchange within 30 days of receiving your order, provided they meet our return conditions.
To be eligible for a change-of-mind return, your item must be:
- Unworn and unused;
- In its original condition; and
- Returned with all original tags attached.
Once approved, refunds will be issued to your original payment method, excluding original shipping costs.
Return shipping costs for change-of-mind returns and exchanges are the responsibility of the customer.
What if my item is faulty?
If you believe you've received a faulty, damaged or incorrectly supplied item, please email info@soultaustralia.com with your order details and photos of the issue where appropriate.
Faulty items are handled separately from our change-of-mind returns policy.
Your rights in relation to faulty products are protected by the Australian Consumer Law and are not limited by our 30-day change-of-mind return period.
Where an item is confirmed to have a fault, you may be entitled to a repair, replacement, refund or other remedy in accordance with the Australian Consumer Law. Reasonable return shipping costs will also be reimbursed where required by law.
How soon will I receive my refund?
Once your return has been received and approved by our team, please allow up to 14 business days for your refund to be processed.
Refunds will be issued to the original payment method used to place your order. Depending on your bank or payment provider, additional processing time may apply before the funds appear in your account.
What about international returns?
Customers returning an item due to a change of mind are responsible for return shipping costs and any applicable duties or taxes.
For faulty products, your applicable consumer rights are not affected by this policy.
My tracking says delivered, but I can't find my order. What should I do?
First, please check around your delivery location, with anyone else at the address and with your local carrier, as parcels may occasionally be left in a safe location or taken to a collection point.
If you still can't locate your order, email us at info@soultaustralia.com with your order number and we'll help investigate the delivery.
What if my order is lost or damaged during delivery?
If your order arrives damaged or does not arrive, please contact us at info@soultaustralia.com with your order number and relevant details.
We'll work with you and the delivery carrier to investigate what happened and provide an appropriate resolution.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
Still have questions?
We're here to help.
Email us at info@soultaustralia.com and our team will get back to you as soon as possible.