RETURN AND REFUND POLICY
Last updated: 9 September 2026
We hope you love everything you order from Soul Living. However, if you change your mind or there is a problem with your purchase, please contact us and we will be happy to help.
ONLINE PURCHASES
You have the right to cancel an online order within 14 days of receiving it without giving a reason.
To request a return, email hello@soul-living.co.uk within 14 days of receiving your order. Please include your name, order number and the item you would like to return.
Once you have told us that you wish to cancel, you then have a further 14 days to return the item.
Please do not return anything until you have contacted us and received return instructions.
RETURN CONDITION
Returned items must be unused and in their original condition. You may inspect an item as you would in a shop, but we may reduce the refund if it has been used, damaged or handled beyond what is reasonably necessary.
Please return products in their original packaging wherever possible and package them carefully to prevent damage in transit.
RETURN COSTS
If you are returning an item because you have changed your mind, you are responsible for the return delivery cost.
If an item is faulty, damaged, not as described or sent to you in error, Soul Living will cover the reasonable cost of returning it.
FURNITURE RETURNS
Please check product measurements and access to your property carefully before ordering furniture.
Furniture returned because of a change of mind must be kept in its original condition and packaging wherever possible. You will be responsible for arranging and paying for its safe return.
Because furniture cannot usually be returned by standard post, please contact us at hello@soul-living.co.uk before ordering if you would like to discuss the likely cost of returning a particular item.
If required, we may be able to arrange collection. Any collection charge will be confirmed and agreed with you before the collection is booked.
FAULTY OR DAMAGED ITEMS
Please inspect your order as soon as it arrives.
If an item is faulty, damaged or incorrect, contact us as soon as possible at hello@soul-living.co.uk. Please include your order number, a description of the problem and photographs where appropriate.
Do not dispose of, use or attempt to repair a damaged item before speaking to us.
Your statutory rights are not affected.
REFUNDS
Once we receive and inspect your return, we will confirm whether the refund has been approved.
Approved refunds will be made to the original payment method within 14 days of receiving the returned goods, or within 14 days of receiving evidence that the goods have been returned, where applicable.
If you cancel your complete online order within the cancellation period, we will also refund the standard delivery charge originally paid. Additional charges for enhanced or express delivery will not be refunded beyond the cost of our standard delivery service.
Your bank or card provider may take additional time to show the refund in your account.
EXCHANGES
If you would like to exchange an item, please email hello@soul-living.co.uk. Exchanges are subject to availability.
ITEMS THAT CANNOT BE RETURNED
Unless faulty, damaged or not as described, we cannot accept returns of:
Personalised or specially made items
Products made or ordered to your individual specification
Fresh flowers or other perishable goods
Sealed goods that cannot be returned for health or hygiene reasons once the seal has been broken
Gift cards that have already been used
Please contact us before ordering if you are unsure whether an item can be returned.
CANCELLING BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at hello@soul-living.co.uk.
We will do our best to stop the order. If it has already been dispatched, it will need to be returned using the process above.
PURCHASES MADE IN STORE
The automatic right to cancel within 14 days applies to purchases made online, by telephone or by mail order.
For purchases made in our shop, change of mind returns are subject to our in store returns arrangements. This does not affect your statutory rights if an item is faulty, damaged or not as described.
CONTACT US
Email: hello@soul-living.co.uk
Telephone: 01743 291510
Soul Living
32 to 34 Castle Street
Shrewsbury
SY1 2BQ