At Soulmate Customs, we want every order to bring you joy and leave you completely satisfied. If something isn’t right, don’t worry — we’ll redo your item until you’re happy.
Replacements are available if:
- Your item doesn’t match the design or custom requests you approved.
- Design quality
- There are defects in workmanship or the item arrived damaged.
- A package is lost (only for orders with tracking issues and purchased package protection).
Shipping & International Notes
Shipping costs are non-refundable. While we will redo your item until you’re satisfied, for international shipments we are not responsible for any extra government fees, customs charges, or import taxes.
How to Request Support:
- Submit your request within 14 days of receiving your order.
- Include a clear photo showing the issue.
- VIP customers (with 2+ orders or $250+ purchase history) will receive priority handling.
Note: If you notice an issue with your item after the 14-day period, please contact us for evaluation. Our team will review the situation and determine whether a replacement can be processed. Please note that any replacement may be subject to shipping fees.
For any questions or to request a replacement, contact us at info@soulmatecustoms.com. We’re here to ensure you’re fully happy with your Soulmate Customs experience.