FAQs
-What is your refund policy?
Refunds, returns, and exchanges
We accept returns (excluding apparel) up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. We are only able to accept returns and exchanges for apparel that is defective, mislabeled or a wrong item.
In the event that your order arrives damaged in any way, please email us as soon as possible at support@soulsisterscocoon.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at support@soulsisterscocoon.com.
Full Refund Policy below:
Your satisfaction is important to us, so we have a 30-day return policy (excluding apparel), which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@soulsisterscocoon.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at support@soulsisterscocoon.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Our apparel collection is only eligible for a return if it is damaged, mislabeled, or incorrectly made in any way. We are unable to offers returns or exchanges for wrong sizes or buyers remorse. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
-When can I expect my order?
Shipping policy
Orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. Apparel items are usually ready to ship out 3-4 days after the order is processed and eligible for standard shipping only. You will receive another notification when your order has shipped.
**Due to COVID-19, kindly expect some shipping delays.**
Domestic Shipping Rates and Estimates
***Shipping charges for your order will be calculated and displayed at checkout. See below for estimated rates.
We offer free standard shipping on orders over $75!
|
Shipping option |
Estimated delivery time |
Price |
|
Standard |
3 to 5 business days |
$5.95 |
|
Expedited |
2 business days |
$6.99 |
|
Priority |
next business day |
$13.85 |
We currently are not able to ship internationally.
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at support@soulsisterscocoon.com with your name and order number, and we will look into it for you.
Shipping to P.O. boxes
Some carriers do not ship to P.O. boxes. If you have a P.O. Box and need your items shipped there, please use the address to your post office and include the number of your box (e.g. 142 Post St. #155) instead.
For Consumer Privacy information:
https://www.soulsisterscocoon.com/pages/ccpa-opt-out