Refund policy

Returns & Right of Withdrawal

We hope you love your SOALI pieces. If you change your mind, you have 14 days from the day you receive your order to notify us that you wish to withdraw from your purchase and return it.

To be eligible for a return, items should be returned in their original condition and packaging, with any tags attached. You may inspect the product as you would in a physical store, but items should not be used or worn beyond what is reasonably necessary to assess them.

To request a return, you can use the return function available through your SOALI customer account or contact us using the contact details provided on our website. We will provide you with return instructions and the appropriate return address.

Unless the item is faulty, damaged or incorrect, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service and keeping proof of postage.

After notifying us of your withdrawal, please return the goods without undue delay and no later than 14 days after notifying us.

Order Cancellations

If your order has not yet been fulfilled, you can submit a cancellation request through your SOALI customer account.

This cancellation option is provided in addition to your statutory right of withdrawal and does not limit any rights available to you under applicable consumer law.

Refunds

Once your return has been received and inspected, we will process the applicable refund to your original payment method.

Where required by applicable consumer law, refunds will include the original standard delivery charge. Additional delivery costs resulting from your choice of a more expensive delivery method are not refundable.

We may withhold the refund until we have received the returned goods or you provide evidence that the goods have been sent back, where permitted by law.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty or if you have received the wrong item.

Where an item is faulty, damaged or not as described, we will provide the remedies required under applicable consumer law. You will not be required to pay return shipping costs where SOALI is responsible for the return.

Exchanges

We do not currently offer direct exchanges. If you would like a different colour or size, please return the original item in accordance with this policy and place a new order.