Frequently Asked Questions about Soulmategift

Orders and Payment

I did not receive an order email confirmation or a tracking link. What should I do?

We apologize for any inconvenience caused by not receiving an order email confirmation or a tracking link. In such cases, we recommend the following steps:

Check your Email: Please re-check your email inbox, including both your primary inbox and any SPAM/JUNK folders. Sometimes, order notifications may inadvertently be filtered into these folders.

Contact Customer Support: If you have thoroughly checked your email and still cannot locate any missing order notifications, we advise reaching out to our customer support team. They will be able to assist you further, provide you with the necessary information about your order, and help resolve any concerns you may have.

To contact our customer support team, please email us at [email protected]. Please include relevant details such as your name, order number (if available), and a brief description of the issue you are facing. Our team will promptly respond and assist you in resolving the matter.

At Soulmategift, customer satisfaction is our top priority, and we are committed to ensuring that you have a positive shopping experience with us. We apologize for any inconvenience caused and appreciate your understanding and patience as we work to address and resolve the issue promptly.

Once again, we apologize for any inconvenience caused and appreciate your cooperation.

I have an incorrect item in my order, what should I do?

Please contact our Customer Care team with the order number and the incorrect item’s name and number. The team will sort out any issues with incorrect items straightaway.

Email: [email protected].

Can I amend my order with you after I have placed it?

You have up to 24 hours to amend your order from the time your order is completed through email. Once the 24-hour period has passed, it’s too late for you or our Customer Care team to amend your order. Please contact our Customer Care team as soon as possible.

Can I cancel my order with you after I have placed it?

You have up to 24 hours to cancel your order from the time your order is completed through email. Once the 24-hour period has passed, it’s too late for you or our Customer Care team to cancel your order. If you cancel your order, we will refund what you paid through PayPal within 5 working days. For more information on how to return your order check our Shipping and Return.

Shipping and Delivery

What do I do if I receive a faulty item in my order?

Please contact our Customer Care team with the order number and the incorrect item’s name and photo. The team will sort out any issues with incorrect items straightaway.

I am missing a product from my order, what should I do?

We may have sent your items in separate packages so please check your emails to see if any of your items will be arriving separately.

If an item is missing, please contact our Customer Care team with the order number and the missing item’s name and number. We will get back to you within 24 hours.

Fulfillment Errors vs. Customer Errors

Any returns or problems that occur because of an error on our part will be handled at our expense.

In the cases where customer would like to exchange or return a product without any defect or due to a wrong size being ordered, we cannot exchange the products as they are made to order.

We apologize for any inconvenience this might have cause. We are working hard to find a solution to this. In the meantime, thank you for your continuous supports.

Product Care

How to wash and care for my custom printed garments?

To ensure the longevity and quality of your custom printed garments, it is essential to handle them with care and follow our recommended guidelines:

  1. Turn Your Clothes Inside Out: Prior to placing your garments in the washing machine, we recommend turning them inside out. This helps protect the printed design during the washing process.

  2. Wash at a Low Temperature: When washing your garment, opt for a low temperature setting. This helps preserve the colors and overall print quality.

  3. Use a Mild Laundry Detergent: Choose a mild laundry detergent specifically designed for delicate fabrics. Harsh chemicals can potentially damage the print, so opting for a gentle detergent is recommended.

  4. Hang to Dry: For optimal care, we suggest hanging your garments to dry. Avoid tumble drying, as it can cause shrinkage or affect the print quality.

  5. Iron Inside Out: If ironing is necessary, always do so inside out. This protects the print from direct heat, ensuring it remains intact and vibrant.

In the unlikely event that you encounter any issues with our printed products despite following the above guidelines, please don’t hesitate to contact us. You can reach us at [email protected], and kindly include a photo of the faulty product in your email.

Depending on the circumstances, we may be able to offer a replacement within 30 days of the delivery date. Please note that any refund or replacement requests received after the 30-day period will not be accepted.

At Soulmategift, we value your satisfaction and want to ensure that you enjoy your custom printed garments for a long time. By following these care instructions, you can help maintain the quality and longevity of your items.

If you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We are here to assist you and provide the necessary support.

Time Support: Mon – Fri: 9:00 am – 5:00 pm GMT -8
Office Address: 1501 N Hayden Island Dr, Portland, OR, 97217 USA
Email: [email protected]
Phone: +1 814 350 6552