FAQ

Do you provide a free return label?

No, you are responsible for all return shipping fees.

Which shipping carrier should I ship my return with?

Please only ship your returns using UPS, USPS (Post Office) or your country's postal service. 

My items arrived damaged, what can I do? 

You are entitled for a free replacement of the same item or a full refund upon returning the damaged item using our Return Portal. If you choose to replace the item, we will provide a free return label and ship the replacement for free (U.S. only).

Are all items available to return?

Soul Active Wear offers a 30-day return window for an exchange, store credit, or a full refund (excluding the initial shipping fee if applicable) on undamaged goods with the exception of underwear and swimwear. Underwear and swimwear are final sale.No item swaps or refunds will be accepted for items on sale, only size exchanges or store credit is accepted for items on sale.

My order says "Delivered" but I don't see it, what should I do?

This issue is strictly with USPS/UPS and we have no control over how they deliver packages. Please contact them for more details as soon as possible. We do not offer refunds for missing or stolen packages once it is marked as "Delivered". 

What if my package does not say "Delivered" and it is stuck in "Transit"?

Please allow up to two weeks for USPS or UPS to recover and deliver lost packages. If USPS or UPS have lost you package and it has been more than two weeks, please contact us. You are entitled to store credit equal to the value of the order lost. 

My order was returned to sender, can I still get my package? 

USPS or UPS will return to sender (back to us) due to error in the address applied by the customer. We ship orders out to the exact address the customer applies at checkout, so please make sure you input the correct address including any apartment number or information. We will not refund the order nor resend the package. Once the package is returned back to us, you are eligible to store credit equal to the value of your order minus the shipping fee you paid. 

I received the wrong items, how can I receive the correct ones?

If you have received your order with incorrect items, please process a return through our Return Portal and show us a photo of what you received. You are eligible for a free exchange for the items, free return label included. 

What happens if I return my items for an exchange but the items I want to exchange for have sold out?

Once we receive the items you want to exchange, we immediately create your new order with items that are available at your request and ship out the new items to you for free. If the items you requested are unavailable, we will issue store credit so you may quickly repurchase items at your convenience. No refunds will be given on exchange requests or exchanged orders.

I purchased items that were on sale, can I return or exchange them?

No item exchange or refunds will be accepted for items on sale. Underwear and swimwear are final sale. 

I am a customer outside of the United States, can I return my items? 

Yes, you may process a return via our Return Portal. Customers outside of the U.S. are responsible for all return shipping fees. We will issue a refund or exchange as soon as we receive your items. 

For further questions or assistance, please contact our customer service team.