Refund policy
At Soul of Arabia, we are committed to providing a smooth and transparent shopping experience. This Return and Refund Policy ensures that the process is fair and straightforward should you not be completely satisfied with your purchase.
Eligibility for Returns
You may request a return within 14 days of receiving your order. To qualify, items must be unused, undamaged and in their original condition, with all tags, labels and packaging intact. Proof of purchase, such as your order number or receipt, must also be provided.
Certain products cannot be returned. This includes items purchased on final sale or clearance, as clearly indicated at the time of purchase, as well as customised, monogrammed, or made-to-order products.
How to Initiate a Return
To start the return process, please email support@soulofarabia.co.uk with your full name, order number, the reason for your return, and where applicable, photographs of the item if it is defective, damaged, or incorrect. Once your request is reviewed, you will receive return authorisation and instructions. Please note that we do not provide pre-paid return labels.
Return Shipping Responsibilities
If the return is due to a defective, damaged, or incorrect item, Soul of Arabia Ltd. will cover the return shipping costs, and you will receive either a full refund or a replacement.
If the return is due to change of mind, wrong size, or an unwanted item, you will be responsible for return shipping costs, and your refund will be processed minus the cost of postage. Items must be packaged securely to avoid damage in transit.
Refund Process
Once the returned item has been received and inspected, you will be notified whether your refund has been approved or rejected. Approved refunds will be processed within 10 business days and credited to the original payment method.
Original shipping costs are non-refundable unless the return is due to an error by Soul of Arabia Ltd.
Exchanges
We do offer exchanges. To exchange an item, you must first return the original item as outlined above. Once it has been received and approved, we will dispatch the replacement item.
Order Cancellations
Orders may be cancelled prior to dispatch by contacting support@soulofarabia.co.uk. Once an order has shipped, it cannot be cancelled, and the return process must be followed.
Restocking Fee
We do not apply restocking fees. Returns that meet the eligibility criteria are accepted without additional charges other than return postage where applicable.
Return Address
All authorised returns must be sent to:
Soul of Arabia Ltd.
15 Cheyne Close
Hendon
NW4 3NH
United Kingdom
We strongly recommend using a tracked shipping service, such as Royal Mail, for all returns to ensure items arrive safely.
Legal Rights
Nothing in this Return and Refund Policy affects your statutory rights under UK consumer protection law, including your right to cancel orders within 14 days of receipt under the Consumer Contracts Regulations 2013.
Customer Support
For all return, refund or exchange enquiries, please contact us at:
Email: support@soulofarabia.co.uk