Refund policy
Every Soulmade piece is made to order.
Changes or cancellations must be requested within 24 hours of ordering. After that window, we can't guarantee that a change or cancellation can be made because production may have started. Message us immediately if you need to make a change.
- Once production has begun, we cannot accept changes or cancellations
- Customization details cannot be changed after production starts — double-check everything before you submit
Returns & Exchanges
Because every Soulmade piece is custom-made to order, we do not accept returns or exchanges on personalized items.
We will replace or refund if:
- Your item arrives damaged or defective
- We made an error on your embroidery
- Your item is lost in transit (tracked shipments only)
Contact us within 7 days of delivery with your order number and a photo. We'll make it right — no runaround.
What Is Not Covered
- Spelling errors or typos submitted by the customer
- Thread color variations due to screen settings
- Sizing issues — review our size guide carefully before ordering
- Change of mind after production has begun