Refund policy
Last updated: August 14, 2026
We hope you love your soul dept. pieces. If something isn't right, we're here to help.
Most of our products are made-to-order and produced specifically after your order is placed. However, this does not affect any mandatory consumer rights you may have under applicable law.
14-Day Returns
You may request a return within 14 days of receiving your order.
To be eligible for a return, your item must be:
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Unworn and unused
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Unwashed
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In its original condition
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With any original tags attached, where applicable
You will also need your order information.
How to Request a Return
To request a return, please visit:
Log in using the email address associated with your order and select the relevant order to submit your return request.
Please do not send your return to our business address or directly to Printful.
Once your return request has been reviewed, we will provide you with the correct return instructions and, where applicable, the return address.
Returns sent without following the provided return instructions may not be accepted or may experience significant delays.
If you have any problems submitting your request, contact us at contact@souldept.co.
Right of Withdrawal – EU Customers
If you are a consumer in the European Union or another jurisdiction providing a statutory right of withdrawal, you may have the right to withdraw from your online purchase within 14 days after receiving the goods, without having to provide a reason.
You can exercise your right of withdrawal electronically through:
Your statutory withdrawal rights remain unaffected by the fact that our standard products are produced using a print-on-demand model.
Exceptions may apply to products that are genuinely personalised or made according to your individual specifications, where permitted by applicable law.
Return Shipping Costs
For standard returns or changes of mind, the customer is responsible for the cost of returning the item unless applicable law requires otherwise.
Original shipping charges are generally not refundable, except where required by applicable law.
If you exercise a statutory right of withdrawal, any refund of standard outbound delivery costs will be handled in accordance with applicable consumer law.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or you receive the wrong item, please submit a request through your customer account or contact us at contact@souldept.co as soon as possible.
Please include your order number and clear photographs showing the issue where applicable.
If the product is confirmed to be defective, damaged or incorrect, we will provide an appropriate solution, such as a replacement or refund, at no additional cost to you and in accordance with applicable consumer law.
Exchanges
Because our products are made-to-order, we do not offer direct exchanges.
If you would like a different size, colour or product, please request a return for the eligible item and place a new order separately.
Non-Returnable Items
Certain items may not be eligible for return where an exception is permitted by applicable law, including:
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Products personalised or customised specifically for you
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Gift cards
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Items that cannot be returned for health or hygiene reasons after being unsealed, where applicable
A product is not considered personalised solely because it was produced on demand after your order was placed.
Refunds
Once your return has been received and inspected, we will notify you about the status of your refund.
If approved, the refund will be issued to your original payment method.
Please note that your bank, credit card provider or payment processor may require additional time to process and display the refund.
Order Cancellations
Because our products enter production shortly after an order is placed, please submit a cancellation request as soon as possible if you change your mind.
You can manage eligible cancellation and return requests through:
If production has already started, we may not be able to stop the order before shipment.
This does not limit any statutory withdrawal or cancellation rights available to you under applicable law.
Returns & Our Fulfilment Partner
soul dept. works with Printful for the production and fulfilment of our products.
Depending on where your product was fulfilled, the applicable return instructions and destination may vary.
For this reason, do not return products directly to Printful or to The Frosali Group S.L. business address unless we specifically instruct you to do so.
Your purchase is from The Frosali Group S.L. / soul dept., and we are your point of contact for returns, refunds and order issues.
Contact
If you need help with a return, refund or cancellation, contact us at:
soul dept. is operated by:
The Frosali Group S.L.
Spaces Palma Marina
Carrer de Monsenyor Palmer 1
07014 Palma, Illes Balears
Spain
VAT: ESB56943574
Please note: The business address above is not a return address. Always submit your return request first to receive the appropriate return instructions.