Refund policy
We offer a strict 30-day return policy. Items must be received by us within 30 days of delivery to be eligible for a return.
To qualify, items must be in the same condition as received—unworn or unused, with tags, and in their original packaging. Please include your receipt or proof of purchase.
A $4 restocking fee will be deducted from all approved returns to help cover processing and inspection costs.
Shipping costs are non-refundable. Original shipping costs will be deducted from your refund, and customers are responsible for return shipping. We do not provide return shipping labels.
Returns received after 30 days cannot be accepted, no exceptions.
To start a return, please visit https://soulisandals.com/apps/returns
Lost or Stolen Package Policy
We are not responsible for lost or stolen packages once they have been marked as delivered by the carrier. However, we understand how frustrating this can be and are happy to assist in guiding you through the process of locating your package.
If your order is missing, we recommend taking the following steps:
1. Check Your Surroundings – Sometimes packages are placed in a secure or alternate location (e.g., with a neighbor, building office, or hidden spot).
2. Verify Your Shipping Address – Ensure the address on your order confirmation matches your delivery location.
3. Contact USPS – You can file a Missing Mail Search at https://www.usps.com/help/missing-mail.htm
4. File a Claim – If your package is confirmed lost or stolen, you may be eligible to file a claim with USPS at https://www.usps.com/help/claims.htm
If you need any additional details from us to assist with your claim, feel free to contact our support team at hello@soulisandals.com. We’re here to help guide you through the process!
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.
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.
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 hello@soulisandals.com.
Upsell & BOGO Return Policy
We love giving you great deals! To keep things fair for everyone, here’s how our upsell and BOGO discounts work with returns:
• Our special offers are bundle deals.
That means the discount applies only when you keep all the items in the offer.
• If you return the full-price item but keep the discounted one, the discount no longer applies.
The discounted item will go back to its regular price, and your refund will be adjusted based on that.
• Want a full refund?
Just send back all the items from the offer together.
If you ever have questions about how a return will work with a promotion, we’re always here to help!
Store Credit Policy
Store credits may be issued at our discretion for eligible orders or as part of a customer service resolution. By using store credit, you agree to the terms below.
How Store Credit Works
• Store credit is issued as a fixed dollar amount and can be applied toward a future purchase on our website.
• Store credit does not have cash value and cannot be redeemed for cash or applied to past orders.
Usage Rules
• Store credit cannot be combined with other discount codes, promotions, or sale prices.
• Store credit is valid for a single use and applies to the merchandise subtotal before shipping and taxes.
• Store credit cannot be used to purchase gift cards.
Expiration
• Store credit is valid for 12 months from the date it is issued unless otherwise specified.
Non-Transferable
• Store credits are non-transferable and can only be used by the customer who received them.
Lost or Deleted Credit
• Once issued, store credits cannot be replaced if lost, deleted, or misplaced.