Refund policy

At Soul Candy, we want every purchase to bring confidence and joy. If your order is not quite right, our returns and refunds process is designed to be simple and transparent. Please read the following policy carefully to understand your rights and our procedures.

1. Eligibility for Returns

You may return eligible items within 14 days of delivery, provided they are unworn, unwashed, undamaged, and in their original condition with all tags attached. Items showing signs of wear, alteration, or use will not be accepted.

2. Non-Returnable Items

For hygiene and safety reasons, accessories, hair items, and any garments marked as Final Sale cannot be returned or exchanged.

3. Requesting a Return

To initiate a return, please email info@soulcandylondon.com within 14 days of receiving your order. Please include your order number, the item or items you wish to return, and the reason for the return.

Once your return is approved, we will send you return instructions together with our Returns Form.

4. Return Method

Approved returns should be sent back using a postal or courier service of your choice. You must complete the Soul Candy Returns Form and include it with your parcel.

Items remain the customer’s responsibility until they are received by Soul Candy, so we strongly recommend using a tracked service and retaining proof of postage.

5. Optional Return Label Service

In some cases, Soul Candy may offer to provide a return shipping label for your convenience. Where a return label is provided by us, a flat fee of £3.95 will be deducted from your refund.

If you choose to arrange return shipping yourself, you will be responsible for the full return postage cost.

6. Faulty or Incorrect Items

If you believe your item is faulty or incorrect, please contact info@soulcandylondon.com within 48 hours of delivery. Please include your order number, a description of the issue, and clear photographs of the item and packaging.

Once assessed, we will confirm whether the item is deemed faulty or incorrect. If accepted, a full refund will be issued and no return postage deduction will apply.

7. Refund Processing

Once your return has been received and inspected, we will notify you by email to confirm whether your refund has been approved. Approved refunds will be processed to your original payment method within 7 working days.

Please note that your bank or payment provider may take additional time to process and display the refund.

8. Exchanges

We do not currently offer direct exchanges. If you would like a different size, colour, or style, please place a new order once your refund has been processed.

9. Contact Us

If you have any questions about this policy or need help with a return, please contact us at info@soulcandylondon.com.

Effective date: March 2026