Refund policy
We want you to love your SOUL STUDIO bag. If something isn't right, here's how returns and refunds work.
Return Window We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.
To be eligible for a return, your item must be unused, in its original condition, and in its original packaging. You'll also need your order number or proof of purchase.
Non-Returnable Items
- Items made or customized to order (for example, a specific organizer color or add-on combination requested outside our standard listed options)
- Items showing signs of use or damage not caused by us
- Sale items
Pre-orders
Pre-order bags are printed and finished especially for you once your order is placed. By paying for a pre-order, you confirm that you'd like us to begin making your piece, so pre-orders can't be cancelled once payment is made. After your pre-order bag is delivered, our standard 10-day return policy applies.
How to Request a Return Email us at hello@soul-studio.shop with your order number and the reason for the return. Please don't send an item back before reaching out — items sent to us without a return request first will not be accepted. Once your return is approved, we'll send you instructions on how and where to send your package.
Once your return is approved, we'll share the return shipping details with you.
Damages and Issues Please inspect your order as soon as you receive it. If an item arrives defective, damaged, or if you received the wrong item, contact us within 48 hours of delivery with photos of the issue, and we'll arrange a replacement or refund at no extra cost to you.
Exchanges If you'd like a different bag or variant instead of a refund, let us know when you reach out — once your return is accepted, we're happy to arrange an exchange where possible.
Refunds Once we receive and inspect the returned item, we will notify you of the approval status. Approved refunds are issued to your original payment method within 10 business days. Please note it can take additional time for your bank or payment provider to post the refund. If more than 15 business days have passed since your return was approved and you still haven't received your refund, please contact us at hello@soul-studio.shop.
Contact Us Questions about a return? Email us at hello@soul-studio.shop.