How do i place my Order ?

To place your order, follow these steps :
  • Browse through our wide range of products until you find something you like. After you’ve chosen what you want, select the relevant size, if applicable. You can check out our size chart for reference.
  • Once you’re done, click the ‘Add To Cart’ button
  • After you have added all the products, click on the cart icon on the top right. You can either choose to continue shopping or confirm the order and click ‘Checkout’.
  • From there, you can either login to your existing The Souled Store account or simply continue as a 'New User' and create one.
  • Once you’re done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking ‘Place Order’.

How will I know that my order is placed successfully?

To place your order, follow these steps :
  • Once you successfully place your order, you will receive a confirmation email with details of your order and your order ID.
  • You’ll receive another email once your order is shipped out. All you have to do then is, sit back, relax, and wait for your awesome product(s) to arrive!

How do I receive my Order?

To place your order, follow these steps :
  • We have tied up with several reputed courier companies, so your orders will be delivered right to your doorstep within 2-7 business days depending on where you live.
  • All orders come in fully sealed packages to make sure that all your goods reach you in perfect condition.

I tried placing my order using my Debit Card/ Credit Card/ Net Banking. The order was not successful but my money got deducted. What’s happening here?

To place your order, follow these steps :
  • As a first step, kindly check your bank account to ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 10 business days.
  • For any other assistance/issues you can write to us at fake@fake.com or call us on our helpline, and we’ll help sort things out.

How should I check the status of my Order?

To place your order, follow these steps :
  • To find out when your order is arriving, you need to first log in to your account. Click on the icon to the left of the cart (located on the top right corner) and enter your details.
  • Click on Orders to see the status of your current order (as well as your order history). You can also simply click on ‘Track Order’ on the top right, type in your order ID, and check your order status.
  • After your order has been successfully placed, you will immediately receive a confirmation and order details via email and SMS. Once your products have been shipped, you will be notified again via email and SMS.
  • In case there is any unusual event or complication that leads to a delay in shipping your order, you will immediately receive an update from our end- with reasons and the revised shipping and delivery timelines.
  • If there are any other issues/ delays that come up, or you need the order to be delivered urgently, write to us at fake@fake.com, we will see what we can do to help.

How long will it take for my order to be delivered?

To place your order, follow these steps :
  • Orders in India, once shipped, are typically delivered in 1-4 business days in metros, and 4-7 business days for the rest of India. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.).
  • Please Note: Due to the ongoing pandemic, our courier partners are working with limited staff. Delivery of your orders may be delayed by up to 15 days.

When will my products on pre-order be shipped?

We ship pre-order products on the date given in the product description, as far as possible. However, there may be a slight delay in shipping in case of an unforeseen surge in demand or any similar issue. Rest assured, our customer experience team will keep you updated on the status of your order.

How do I receive my Order?

To place your order, follow these steps :
  • Once you successfully place your order, you will receive a confirmation email with details of your order and your order ID.
  • You’ll receive another email once your order is shipped out. All you have to do then is, sit back, relax, and wait for your awesome product(s) to arrive!

I tried placing my order using my Debit Card/ Credit Card/ Net Banking. The order was not successful but my money got deducted. What’s happening here?

To place your order, follow these steps :
  • As a first step, kindly check your bank account to ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 10 business days.
  • For any other assistance/issues you can write to us at fake@fake.com or call us on our helpline, and we’ll help sort things out.

How should I check the status of my Order?

To place your order, follow these steps :
  • To find out when your order is arriving, you need to first log in to your account. Click on the icon to the left of the cart (located on the top right corner) and enter your details.
  • Click on Orders to see the status of your current order (as well as your order history). You can also simply click on ‘Track Order’ on the top right, type in your order ID, and check your order status.
  • After your order has been successfully placed, you will immediately receive a confirmation and order details via email and SMS. Once your products have been shipped, you will be notified again via email and SMS.
  • In case there is any unusual event or complication that leads to a delay in shipping your order, you will immediately receive an update from our end- with reasons and the revised shipping and delivery timelines.
  • If there are any other issues/ delays that come up, or you need the order to be delivered urgently, write to us at fake@fake.com, we will see what we can do to help.

What are the terms of the Return Policy?

  • Customers can return their order within 15 days after an order has been delivered
  • In the interests of hygiene, we may refuse returns where it's obvious that the item has been worn, washed or soiled. Defective products need not be sent back to us, unless confirmed by the Customer Experience Team. If you have received a defective product, send us images at connect@thesouledstore.com and we will get back to you. Once confirmed by the Customer Experience Team the refund will be provided either into your bank account or as TSS Money as per your convenience.
  • If you have to return anything from a combo pack, the whole pack will have to be returned. There will not be any partial returns accepted for this. If there is a manufacturing issue, or if you have any other query regarding this, you can contact us on the number or email us on connect@thesouledstore.com.
  • Gift cards/vouchers are non-refundable.
  • Gift wrapping charges will not be refunded if goods are returned. Also, we will not be able to gift wrap any replacements you have asked for.
  • To maintain strict hygiene standards of our products, we do not accept returns on several product categories, including but not limited to masks, boxers, shorts, sweat-activated t-shirts and socks. The Souled Store may, at its discretion and without prior notice, change the products or categories to which this policy would apply.

How does the Return process work?

  • You can only apply for a Return from your The Souled Store account. Login to your account and go the ‘My Orders’ section. Click on ‘View/Edit Order Details’ for the respective order.
  • Self-Ship: Since we do not have a reverse pick up facility, we request you to self-ship the product to us. We will credit 100 TSS Money in your account in lieu of the shipping costs.

What is the refund policy for returns of orders placed during a sale?

  • If an order placed during a sale is returned to us, only the amount paid by you will be refunded, not the current product price.

How do I self-ship the products?

  • Please pack the items securely to prevent any loss or damage during transit. All items must be in unused condition with all original tags attached and packaging intact.
  • You can courier the product(s) to the address mentioned below:
    The Souled Store
    F6 - 202, Bhumi World-Industrial Park, Pimplas Village, Mumbai-Nashik Highway,
    Before Kalyan-Bhiwandi Naka, Opp. Tata Amantra, Pimplas,
    Thane, Maharashtra - 421302.
  • On receiving the product at the warehouse, TSS Money will be credited to your account along with 100 Points for Courier Charges.

How do I cancel my order?

  • Orders that have not been shipped can be cancelled by logging into your The Souled Store account, clicking ‘Orders’ and then ‘Cancel Order’.
  • If you want to edit your order we will not be able to change anything once shipped. For changes in the order before it has been shipped, please call us directly on the number and we will see if we can work it out for you.

What are the terms and conditions for refund?

  • Returns - The product amount and 100 for courier will be added as TSS Money to your The Souled Store account.
  • Cancellations - If the order is cancelled before shipped, the refund will be done to your bank account and will reflect within 7-10 business days. If a cancellation is required after the product is shipped, we will provide a bank refund upon request, after the package reaches back to us.
  • Defective/ Damaged in transit - Once confirmed by the Customer Experience Team the refund will be provided either into your bank account or as TSS Money as per your convenience.
  • Wrong/ Missing products - We can either ship out the product(s) (if available in stock at the time) or a refund into the bank account or as TSS Money as per your convenience.

What are the rules for refunding courier charges?

  • As we do not have a reverse pickup facility yet, we will provide you with TSS Money worth ₹ 100 for the shipping charges borne by you.
  • Please make sure your courier costs do not exceed the amount stipulated above. We recommend using ‘Speed Post’ as your courier service. Speed Post is a Government of India owned entity and has the most widely distributed postal network in India. Please try and avoid Professional Couriers as much as possible since we have been facing issues with them.

I haven't received my refund yet. What should I do?

  • We update our customers via email once we initiate the refund procedure.
  • Bank refunds will take 7-10 business days and a refund as TSS Money will take 24-48 hours.

What are the terms and conditions for refund?

  • Customers can return their order within 15 days after an order has been delivered
  • In the interests of hygiene, we may refuse returns where it's obvious that the item has been worn, washed or soiled. Defective products need not be sent back to us, unless confirmed by the Customer Experience Team. If you have received a defective product, send us images at connect@thesouledstore.com and we will get back to you. Once confirmed by the Customer Experience Team the refund will be provided either into your bank account or as TSS Money as per your convenience.
  • If you have to return anything from a combo pack, the whole pack will have to be returned. There will not be any partial returns accepted for this. If there is a manufacturing issue, or if you have any other query regarding this, you can contact us on the number or email us on connect@thesouledstore.com.
  • Gift cards/vouchers are non-refundable.
  • Gift wrapping charges will not be refunded if goods are returned. Also, we will not be able to gift wrap any replacements you have asked for.
  • To maintain strict hygiene standards of our products, we do not accept returns on several product categories, including but not limited to masks, boxers, shorts, sweat-activated t-shirts and socks. The Souled Store may, at its discretion and without prior notice, change the products or categories to which this policy would apply.

How does the Return process work?

  • You can only apply for a Return from your The Souled Store account. Login to your account and go the ‘My Orders’ section. Click on ‘View/Edit Order Details’ for the respective order.
  • Self-Ship: Since we do not have a reverse pick up facility, we request you to self-ship the product to us. We will credit 100 TSS Money in your account in lieu of the shipping costs.

What is the refund policy for returns of orders placed during a sale?

  • If an order placed during a sale is returned to us, only the amount paid by you will be refunded, not the current product price.

How do I self-ship the products?

  • Please pack the items securely to prevent any loss or damage during transit. All items must be in unused condition with all original tags attached and packaging intact.
  • You can courier the product(s) to the address mentioned below:
    The Souled Store
    F6 - 202, Bhumi World-Industrial Park, Pimplas Village, Mumbai-Nashik Highway,
    Before Kalyan-Bhiwandi Naka, Opp. Tata Amantra, Pimplas,
    Thane, Maharashtra - 421302.
  • On receiving the product at the warehouse, TSS Money will be credited to your account along with 100 Points for Courier Charges.
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