Refund policy

SOULVAIER LONDON – RETURN & REFUND POLICY

Last Updated: June 2026

At Soulvaier London, we are committed to providing the highest quality minimalist casual menswear and ensuring an exceptional shopping experience. If you are not entirely satisfied with your purchase, we are here to help. Our Return and Refund Policy is designed to comply fully with UK Consumer Legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. YOUR RIGHT TO CANCEL (14-DAY COOLING-OFF PERIOD)

Under the UK Consumer Contracts Regulations, you have the statutory right to cancel your order for any reason within a 14-day cooling-off period.

The Cancellation Window: The cancellation period begins the day you, or a third party indicated by you, receives physical possession of the goods. If your order is delivered in multiple shipments, the period begins the day you receive the final item.
How to Notify Us: To exercise your right to cancel, you must inform us of your decision by a clear, written statement. Please contact our concierge team via email at help@soulvaier.store before the 14 days expire.
Returning the Goods: Once you have notified us, you must return the items to us without undue delay and, in any event, no later than 14 days from the day on which you communicated your cancellation.

2. CONDITIONS FOR RETURNS

To be eligible for a full refund, items must be returned in a resalable condition. In accordance with UK law, you are permitted to examine the garments as you would in a physical retail store. However:

Items must be unworn, unwashed, unaltered, and free from any scents, stains, or marks.
Items must be returned in their original packaging, including all premium tags, labels, and dust bags intact.
We reserve the right to make a deduction from your refund if the value of the goods has been diminished by unnecessary handling by you.

3. REFUND TIMELINE & PROCESS

Processing Time: Once we receive your returned items, or you provide verifiable proof of postage/return shipping, we will process your refund within 14 days.
What is Refunded: We will refund the full price paid for the goods, including the standard delivery costs originally paid (if you chose an expedited or premium delivery service, only the standard delivery rate will be reimbursed).
Payment Method: Your refund will be issued via the original payment method used during the purchase on soulvaier.store. No administrative fees will be charged for processing your refund.

4. FAULTY, DAMAGED, OR INCORRECT GOODS

We take immense pride in our craftsmanship and quality control. However, if you receive an item that is faulty, damaged, not as described, or unfit for purpose, you are fully protected under the Consumer Rights Act 2015.

Within 30 Days (Short-Term Right to Reject): If your item develops a manufacturing fault within 30 days of delivery, you are entitled to a full refund, repair, or replacement.
Between 30 Days and 6 Months: If a fault develops after the first 30 days, you are entitled to a repair or replacement. If the item cannot be repaired or replaced successfully, you may then claim a full or partial refund.
Return Costs for Faulty Goods: If an item is verified as faulty, Soulvaier London will cover all return shipping costs. Please contact help@soulvaier.store immediately so we can arrange a prepaid return label.

5. EXCLUSIONS

Please note that in accordance with UK consumer law, the following items cannot be returned or refunded unless they are faulty:

Custom-made, bespoke, or personalised garments.
Items unsealed after delivery that are not suitable for return due to hygiene reasons (such as underwear, swimwear, or earrings).

6. RETURN SHIPPING COSTS

Except in the case of faulty or incorrect items (Section 4), you will be responsible for paying the direct cost of returning the goods to us. We highly recommend using a tracked shipping service and obtaining proof of postage, as Soulvaier London cannot be held responsible for items lost or damaged in transit back to our warehouse.