Lost, Stolen, or Damaged Packages
- If a package is lost and has never been returned to us, it falls under the Package Protection policy and customers must notify us promptly.
- For full instructions, please refer to the Lost, Stolen, or Damaged Packages section.
⚠️ Note: Soulmate Customs is not responsible for any packages that are lost or stolen without package protection.
Failed Delivery – Package returned due to shipping error
- If the package is returned due to a shipping error on our part, as verified by the tracking history, we will reship the package at no additional cost.
Failed Delivery – Package returned due to issues with the provided shipping information
- If the package is returned due to incorrect address or information provided by the customer, we will contact the customer once the package is back in our possession.
- The new shipping fee must be fully paid by the customer, and the package will only be reshipped after proof of payment is received.
⚠️ Note: Please ensure that your full name (first and last name) is provided correctly, along with the complete and accurate shipping address at checkout. All shipping information must be entered in English and without special characters, accents, or non-Latin symbols to avoid delivery issues.
International Delivery Local Policies
Some countries require the customer’s signature upon delivery. Please make sure to check your country’s international delivery policies before placing an order, so you are aware of any requirements or restrictions that may affect the delivery of your package.