Shipping & Return Policy
There has been uncertainty and delay in order delivery due to the Covid-19 situation in various parts of our country. Due to these unforeseen circumstances, we wish to share the following information with you:
- Soul can no longer guarantee the regular delivery timeline of 5-7 business days, especially for cities and towns with strict quarantine rules. Delivery delays are dependent entirely on the rules in place for your pin code. Please contact your local authorities/post office for any clarification.
- Once your order has been shipped out of our factory, regrettably, we have no means or authority to guarantee a timeline for delivery.
- There is no option for a refund in the event of shipping delays.
- We are not accepting any exchanges/returns during the Covid-19 Pandemic for safety reasons, except in the case of manufacturing defects.
Please be thoughtful about your purchases.
Once you place an order on our website, you will receive an email confirmation, this indicates that your order has been registered in our system. If you do not receive an email within 24 hours, please write to us at email@example.com mentioning ‘Confirm my order’ in the subject line.
Your order will be processed and shipped within 4-6 days of checkout. Do note that products bought during a sale, through pre-order, and other extraordinary situations may take longer.
All products are shipped from our premises in Bangalore, India. Our working hours are 9 am to 5 pm, Monday-Friday, Indian Standard Time (IST). Orders are not processed on Saturdays, Sundays, and national/public holidays of India.
Have a question about your order? You can contact us at firstname.lastname@example.org and we will gladly help.
You may cancel your order within 24 hours of placing it on our website.
To cancel your order, please email us at email@example.com mentioning ‘CANCELLATION of Order [number]’ in the subject line. Your refund will be processed within 14 days of receipt of your cancellation request via email as instructed above.
Do note that an order once cancelled cannot be revived. If you wish to purchase those products, after all, you will need to place a fresh order on our website. Soul is not responsible for items that may go out of stock in the interim.
If your order cannot be fulfilled for any reason, Soul reserves the right to cancel it. In such rare instances, you will be informed of the cancellation via email and your money will be fully refunded.
- Orders placed during a sale or promotion cannot be canceled, modified or exchanged. All orders placed during such times will be considered final.
- Once the order is fulfilled, you will receive a shipping confirmation via email. From this point, you can no longer cancel your order, and our Return Policy will apply.
We only ship to addresses within India
We offer FREE SHIPPING in on all orders above Rs 750.
Delivery time to addresses within India ranges from 7-10 working days from the time of checkout. Do note that some remote locations that are not serviced by our primary shipping service may take up to 18 working days.
We work hard to ensure that you love your Soul products as much as we do! If you need help or further information about your Soul products, we have trained and certified babywearing educators available to answer your queries and help you get the best out of your Soul baby carriers on our Facebook chatter group - Soul Family. We also offer free online one-on-one babywearing sessions with our team, to help you find your perfect fit in your Soul carrier.
For safety during the Covid-19 Pandemic, we are ONLY accepting returns/exchanges in the case of products that have a manufacturing defect.
Soul baby carriers come with a limited 6-month warranty against manufacturing defects.
You may return a defective Soul baby carrier within 30 days of receipt for a full refund or exchange it for a product of the same value (subject to stock availability). If you wish to return/exchange a product without any manufacturing defect, you will be charged a restocking fee of 10% of the value of the returned product (price including tax). The conditions for product return/exchange are detailed below so do read them carefully and ensure you follow our guidelines:
In the unlikely event that we have inadvertently sent you incorrect or defective merchandise, please notify us immediately at firstname.lastname@example.org mentioning ‘RETURN/EXCHANGE of Order [number]’ in the subject line.
Do include clear and detailed photographs/videos (ideally taken in natural daylight) of both - the product(s) and the packaging so that the defect or damage is clearly visible.
NOTE: Soul fabrics may show colour variations, loose threads, tiny slubs, snags, or unevenness that are characteristic of natural fiber textiles. These variations should in no way be considered flaws or defects as they do not affect the functionality of the carrier. It is the nature of the fabric and these imperfections highlight its natural beauty and uniqueness.
Once your package is shipped from our premises Soul cannot control its surroundings or circumstances. Accordingly, Soul is no longer responsible for any damage after shipping in any circumstances. If your items are damaged in transit, we may be able to guide you in filing a claim if you email us as explained above (we cannot guarantee results).
You may ship items for return/exchange at your own cost to:
No.33/1, New Timberyard Layout
Bangalore - 560026
Ph: +91 81050 24466
Please include the original product invoice and a note mentioning your name, Soul order number, shipping address + phone number, and the reason for return.
We recommend you send the package through a reputable tracked shipping service. Soul cannot be responsible for any packages that do not reach our premises. When your package reaches us, we will email you to confirm your request status as applicable.
We will process your exchange or refund request within 14 days of receiving the returned product and after confirming that the returned item(s) meets our criteria listed below.
Refunds will be processed through your original method of payment.
Conditions for Return/Exchange
- We can only accept return/exchange for Soul baby carriers (Basic, AseemA & AnoonA) that have been purchased directly from Soul through this website.
- All other Soul products (apart from those specifically mentioned in point 1) are not eligible for return/exchange so please read the product description carefully before choosing size, fabric etc.
- We do not accept returns of products that have been used, soiled, washed, altered, or degraded in any way. Any tags or labels originally attached to the new product must be intact.
- No return or exchange can be offered for products sold during sales or promotions.
- No order will be executed for the exchange of products more than once. Products once exchanged may not be exchanged further.
- Products that are sold as sets cannot be returned as individual items.
- We cannot offer any return or repair options for Soul products that have been purchased secondhand.
- Soul retains the right to decide, after inspection of the returned item whether it fulfills our return/exchange criteria and will process your request accordingly.
- No return/exchange request can be processed after 30 days of receipt of your order (except for conditions where the warranty applies).
- These terms and conditions are subject to change.