FAQs
- ORDER -
Q：Can I change the receiving address of the order?
We aim to pack and ship out your order as quickly as possible. If you need to change your receiving address, please contact with our customer service personnel within 24 hours after ordering the item and provide a new receiving address. Otherwise, we will be unable to make changes.
Q：Can I cancel the order after I place the order?
We’ve all been there - don’t panic. If you need to cancel your order, please contact with our customer service personnel within 24 hours after ordering the item and provide a new receiving address. Otherwise, we will be unable to cancel the order. For orders cancelled after 24 hours of purchase but before shipment, a 15% cancellation fee is applied. We will NOT accept an order cancellation request if the order has already been shipped.
Q：How can I check if sold out sizes/items will be restocked?
Select the sold out item/size and check the message - if the item is due to come back in you will have the option to simply enter your email and we will email you once it's restocked. If there is no option to sign up for restock notification then unfortunately this means we aren't planning on restocking
Q：Where we ship to?
We ship to most countries worldwide. If you live in a rural area or remote island; contact us first to make sure we can get your order to you safely.
Due to various policies and other reasons, we only ship goods to the following countries: Australia, Australia, Portugal, Italy, Denmark, Netherlands, Belgium, Ukraine, Russia, Korea, United States, Hungary, Norway, Japan, Luxemburg, Saudi Arabia, Spain, Ireland, Greece, Canada, Sweden, France, Poland，Israel，Germany，Singapore，United Kingdom，Thailand，Malaysia，Vietnam，Indonesia，New Zealand，Switzerland，Turkey，Mexico，Kazakhstan，Taiwan，Bulgaria，Belarus，Czech Republic，India，Pakistan，Sri Lanka，Argentina，Oman，Uzbekistan，Philippines，Croatia，Finland.
For more information please see our Shipping Policy
Q：Customs/import or sales taxes
In rare cases, orders may be charged customs fees by your government, not our site, you will be responsible for the charges.
We hate these charges as much as you do and they’re controlled by your government - if we ever find a way around you having to pay them, we’ll let you know...but until then, your government won’t let us collect or pay them on your behalf.
Please don’t refuse an order if you run into these fees - we won’t be able to refund the cost of shipping it back to us or the original cost, and we hate doing that!
If you have further questions/issues, please don’t hesitate to contact us！
Q：Can I collaborate with Soul Is Free on social media?
If you have a strong social media presence on Instagram, TikTok, YouTube, or any other social media platform, and are interested in collaborating with Soul Is Free, we’d LOVE to hear from you!
Please contact us at support@soulisfree.com
- PAYMENT -
Q：WHAT PAYMENT OPTIONS DO YOU OFFER ONLINE?
We accept payments paid by PayPal, Credit/Debit Card, and KlarnaBNPL. You can check our Payment Methods page for more information.
Q：WHY MIGHT MY CREDIT CARD BE REFUSED?
Your credit card may be refused for any of the following reasons:
a)The card may have expired. Check that your card is still valid.
b)You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
c)You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.
d)Make sure you’re using the latest version of your web browser maybe because your browser is installed with some kind of plug-in. Please clear the cookies to restart the browser and then try again.
Q： DO I NEED TO PAY THE CUSTOMS TAX?
In some cases, there will be VAT or other taxes, like customs duties or fees levied by your destination country.
a)We have no control over these charges and cannot predict the amount. For further information please send an email to us;
b)Customs and taxation policies vary widely from country to country. You should check your local customs laws, and inform us about your requirements after ordering;
c)When customs clearance procedures are required, it will cause delays beyond our original delivery estimates time. Additional charges for taxes or customs clearance must be paid by the recipient.
Q： HOW TO CANCEL ORDER BEFORE PAYMENT?
If your order is unpaid, you can just leave it in your account.
Notice: The email address you have put in the shipping address will automatically registered as your account, and the order information will be sent to this email address, please check it kindly.
Q： IF I PLACE A REPEAT ORDER, CAN I CANCEL ONE?
Please Email or Call our customer service team, so that we can cancel one and resolve your problems as soon as possible.
- PROMOTIONS / DISCOUNTS -
Q： HOW DO I USE A COUPON CODE?
You may find an option on the product “Checkout” page to choose using the coupon which already in your account. Or you can simply put the coupon code in the textbox and click the “Apply” button. Some discounts and promos do not require a code and will be applied automatically.
Q： CAN I USE MULTIPLE DISCOUNT CODES AT ONE TIME?
No. Only one discount offer or promotion may be used per order.
- ORDER STATUS -
Q： HOW CAN I CHECK THE STATUS OF MY ORDER?
Once the package is sent, we will send you a shipment notification e-mail. You can track your order with the tracking information provided in the e-mail or by logging in to your account on soulisfree.com . If you don't know how to check the status with the tracking number, you can see our help page here. You can also contact us to check the status for you, we're glad to help.
Q： I SELECTED THE WRONG SIZE/COLOR/ADDRESS. CAN THE INFORMATION BE CHANGED?
If you need to change your order information, please contact us in time to check the status of your order. If your package has not been sent out, we can change the size, color, or your personal information for you.
Once the package has been sent out, you need to contact our customer service and we will contact the carrier to check whether the package information can be changed. If the information cannot be changed and the product received is not suitable, it cannot be regarded as a product quality problem and the customer is responsible for it.
Please check the order information carefully when placing your order to avoid any possible trouble that may arise later.
Q： I WOULD LIKE TO CANCEL/RETURN/EXCHANGE MY ORDER. WHAT CAN I DO?
Please get in touch with our customer service for further help. Check our Return & Exchange Policy page for more details.
- PRODUCT -
Q： HOW DO I FIND THE PRODUCTS THAT I NEED?
There are different ways to find the products that you need. You can search it by using keywords like t-shirts 、long t-shirts、sweatshirt、hoodies or you can search by the product reference number. You can also search for products by clicking over the menu bar and selecting the category that fits your need, or using the filter on the left side of every category page.
Q： HOW CAN I FIND THE CORRECT SIZE OF MY PRODUCT?
Each product page has its size chart to help you choose the perfect fit. You can refer to our size guide and measure your size parameters to choose the size. If you have questions, please feel free to contact us online or email support@soulisfree.com.
- SHIPPING -
Q： HOW LONG DOES IT TAKE TO RECEIVE MY ORDER
The time frame of order delivery is divided into two parts: Total time = Processing time + Shipping time. Due to the slow Customs clearance caused by the pandemic and the speed of parcel processing has also decreased, it may take more time to deliver these days. Please understand if any inconvenience is caused.
If you've paid for express shipping and the package didn't arrive in time as stated in our shipping policy, you can contact us for a shipping refund.
You can check our Shipping Policy page for more information.
Q：HOW CAN I FIND OUT WHERE MY PACKAGE IS?
Once the package is sent, we will send you a shipment notification e-mail. You can track your order with the tracking information provided in the e-mail or by logging in to your account on soulisfree.com.
If you need to check the status of your shipment or proof of delivery, please enter your tracking number or reference number at the package tracking platform 17track.net to see the details. If you don't know how to check the order status with tracking number, you can see our help page here or contact us to check the status for you. We're glad to help.
Q：MY PACKAGE IS SHOWING AS DELIVERED, BUT I DID NOT RECEIVE IT. WHAT SHOULD I DO?
First double-check the area where the carrier would have left it. Ask neighbors too in case the package was dropped at the wrong door. Also, look for any "attempted delivery" notices, which means the carrier tried to deliver it, but no one was home. If you still don't see anything, wait until the end of the next day, because some carriers' electronic systems may show the package as delivered, even when it's still on the way. Still no luck? Call the carrier and provide your tracking number for more information.
