how can we help?

ORDERING

How do I place an order?

To place an order, simply browse our collection of lovely objects and select the ones you like. Add them to your cart and proceed to the checkout page. Fill in your shipping and payment information, and confirm your order. Once your order is placed, you will receive a confirmation email.

Please review this confirmation for accuracy and notify us immediately if there are any discrepancies.

Can I cancel my order?

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. The products are made especially for you as soon as you place an order. Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions! We hope to have a cancellation window one day in the future.

What methods of payment do you accept?

We accept various payment methods, such as credit cards, debit cards, and online payment systems. All payments are processed securely through our trusted payment gateway.

What if I need to modify my order?

If you would like to add items to your existing order, please place an additional order. We do not store your payment information, so we cannot change the order.

How do you work?

The printed products are made especially for you as soon as you place an order, which is why it takes us a bit longer to deliver it to you. Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions! All prints are placed by humans, so please let us know, if there are any quality issues due to printing.

For our home&living section we work with partners around the world. Most of the products are made in China and send directly from their warehouses.

Can I track my order?

Yes, you can track your order using the tracking number provided in the shipping confirmation email. Simply visit the website of the shipping carrier and enter the tracking number to see the status of your delivery.

Sizes

Find our apparel size charts here

SHIPPING

Shipping policy

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information.

Shipping costs vary based on the delivery location, shipping method, and the supplier's terms. Please refer to the checkout page for shipping cost details.

Shipping fees are non-refundable in the case of returns.

If you have concerns or questions about shipping times, tracking, or delivery, please feel free to contact our customer support team. We are here to assist you and provide updates as needed.

How long does the shipping take?

Shipping times are estimates and may vary depending on your location and the product you order. Typically, orders are processed and shipped within 3-5 business days.

We rely on our suppliers to fulfill and ship orders, and delivery times can be affected by factors beyond our control, such as customs delays or extreme weather.

If you require an item urgently - please get in touch and we will try our best to deliver it to you.

Apparel & Printed Goods

This product is made especially for you as soon as you place an order, which is why it takes us a bit longer to deliver it to you.

Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions!

Once shipped, domestic orders on apparel usually arrive within 3-7 business days, while international orders may take 7-14 business days to arrive.

Homeware Goods

At Soul Objects Studio, we are committed to providing our customers with transparency and clarity regarding shipping times for products originating from our suppliers in China. We understand the importance of setting realistic expectations for our valued customers.

Our shipping times for homeware products shipped from China typically range from 10 to 16 business days. Please note that these times are estimates and may vary based on various factors, including:

  • Customs processing in both China and the destination country.
  • Shipping method selected at the time of purchase.
  • Your location and proximity to the shipping destination.
  • Weather conditions, political events, or other external factors beyond our control.

I ordered multiple items but only received one. Where is the rest of my order?

We work with multiple global print and warehouse partners, so it can happen that your items are shipped separately, this is to speed up delivery. Don’t worry, you will get the items that you ordered.

Taxes

Soul Objects Studio will cover customs fees on all orders up to 150€.

Home& Living orders over 150€ will be charged customs on arrival into your european country.

For orders over150€ - VAT, taxes and custom fees will be at the customer’s expense, and will be asked for at the time of the delivery. (The amount will be calculated once the goods arrive in customs).

For international customers, please be aware that customs regulations and import duties may apply in your country. Any additional charges or delays due to customs are beyond our control and should be considered when placing your order.

Soul Objects Studio does not manage the tax refund. You can either contact the customs directly or have the delivery made to the asked address.
The courier will be in contact once they receive the parcel for the payment to be made.

Do you ship overseas?

No not yet. We only ship within the European Union.

RETURN & REFUND

Return policy

At Soul Objets Studio, we take pride in the quality of our printed products. We understand that preferences can vary, and sometimes a product may not meet your personal expectations. This policy is designed to address returns for products that do not have defects but are returned due to personal preference or dissatisfaction.

If you are not satisfied with your purchase, you may initiate a return within 14 days of receiving your order.

To initiate a return please contact our customer support team to request return authorization. We will guide you through the process and provide you with instructions on how to return the product.

To be eligible for a return, the product must be in its original condition, free from damage, stains, or alterations. Please ensure that the product is returned in the same condition as it was received.

Buyers are responsible for return shipping costs unless the return is due to our error or a defective product.

Customers are responsible for the cost of return shipping for products returned due to personal preference. We recommend using a reliable shipping method and packaging the product securely to prevent damage during return shipping.

Once we receive and inspect the returned product, we will issue a refund for the purchase price. This refund will be processed to the original payment method used for the purchase.

Shipping fees are non-refundable in the case of returns.

Return policy for damaged items

If you receive a damaged item, please contact our customer support team within 7 days of receiving your order to initiate the return process.

To initiate a return for a damaged product, we require clear, high-resolution photographs that clearly show the damage or defect. This helps us assess the issue accurately and expedite the resolution.

Upon review and approval of your return request, we will provide you with detailed instructions on how to return the damaged product. This may include returning the item to us or, in some cases, to our supplier.

After receiving and inspecting the returned product, we will offer you the choice of a replacement (if available) or a refund for the purchase price. The method of resolution will be determined on a case-by-case basis.

If a return is required, we will cover the cost of return shipping for damaged products.

Refund

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@soulobjectsstudio.de