Returns & Refunds.

Returns & Refunds

Every garment at Souls In Clothes is handmade and made after the order is placed. We do not operate as a mass-produced ready-to-wear retailer and we do not hold finished garments in stock. Each piece is individually cut, sewn and finished for the customer’s order.

Standard-size orders — EU/EEA right of withdrawal

If you are a consumer in the European Union or European Economic Area and order a garment in one of our standard sizes, you may exercise your statutory right of withdrawal within 14 days of delivery, where applicable under consumer law.

To exercise this right, email info@soulsinclothes.com with your order number before the withdrawal period expires. After notifying us, the garment must be returned without undue delay and in accordance with applicable law.

The customer is responsible for the direct cost of return shipping for a standard withdrawal unless the return results from an error or confirmed lack of conformity on our part.

A garment may be tried on only to the extent reasonably necessary to establish its nature, characteristics and fit. The customer may be responsible for any diminished value resulting from handling beyond what would normally be permitted when examining a garment in a physical shop.

Custom-sized, made-to-measure and personalised garments

Garments made to measurements supplied by the customer, altered to individual specifications, or otherwise clearly personalised are produced specifically for that customer.

Goods made to the consumer’s specifications or clearly personalised are excluded from the statutory right of withdrawal under Article 16(c) of Directive 2011/83/EU. Accordingly, once production of a custom-sized, made-to-measure or otherwise personalised garment has begun, the order is final and cannot be cancelled, returned, exchanged or refunded merely because the customer changes their mind, no longer requires the item, prefers a different colour or style, or supplied incorrect measurements.

This does not affect mandatory statutory rights where a genuine lack of conformity exists.

Customer measurements

For custom-sized garments, the customer is responsible for supplying accurate body measurements in accordance with our measurement instructions.

A garment is not considered defective solely because it does not fit correctly where the fit problem results from inaccurate, incomplete or incorrectly taken measurements supplied by the customer.

Minor construction tolerances consistent with handmade garment production do not in themselves constitute a defect.

Claims of defect or lack of conformity

If you believe that a garment is defective, incorrect or does not conform to the agreed order, please contact info@soulsinclothes.com and provide:

• your order number;
• a clear description of the problem;
• clear photographs showing the issue;
• measurements of the relevant part of the garment where fit or dimensions are disputed.

We may request additional photographs, measurements, information, or that the garment be returned or otherwise made available to us for inspection before determining the appropriate remedy.

The existence of a claimed defect is not established solely by a customer statement or photograph where further inspection is reasonably necessary.

Repair and replacement

Where a genuine manufacturing defect or lack of conformity is confirmed, the primary remedy will normally be repair or replacement, subject to applicable consumer law.

We may repair the garment or produce a replacement garment where this can be done within a reasonable time and without significant inconvenience to the customer.

A full or partial refund will not automatically be due merely because a defect is alleged. A price reduction or refund may apply where required by applicable law, including where repair or replacement is impossible, disproportionate, unsuccessful, or cannot be completed within a reasonable time.

What is not considered a manufacturing defect

The following are not manufacturing defects where they arise after delivery or are caused by the customer or a third party:

• accidental damage;
• deliberate or intentional damage;
• tearing, cutting, burning, staining or puncturing after delivery;
• normal wear and tear;
• damage from improper washing, drying, ironing, cleaning or storage;
• failure to follow the garment’s care instructions;
• alteration, repair, tailoring or modification by the customer or a third party;
• damage caused by jewellery, bags, pets, furniture, machinery or other external objects;
• misuse or use of the garment for a purpose for which it was not intended;
• incorrect customer-supplied measurements;
• natural or minor variations associated with handmade production or the characteristics of the fabric;
• colour differences caused solely by screen, monitor, lighting or photographic display differences.

Where inspection shows that the reported problem resulted from one of the above circumstances, it will not be treated as a manufacturing defect.

Condition of returned garments

Any garment returned to us must not have been worn beyond reasonable fitting, washed, altered, damaged, stained, scented or otherwise changed after delivery, except where the condition complained of is itself the subject of a legitimate defect claim.

Where permitted by law, we reserve the right to account for diminished value caused by handling beyond what is necessary to inspect the garment.

Damaged or incorrect goods

If we have sent the wrong garment, or if an item arrives damaged or has a confirmed manufacturing defect, please contact us as soon as reasonably possible.

Where the claim is confirmed, we will provide the remedy required by applicable consumer law, which may include repair, replacement, price reduction or refund depending on the circumstances.

Return shipping

For a standard statutory withdrawal, the customer bears the direct cost of returning the garment unless applicable law provides otherwise.

Where a genuine defect, incorrect item or lack of conformity attributable to us is confirmed, reasonable return costs will be covered by Souls In Clothes where required by law.

Express shipping

Where a refund of the original order is legally required, any additional amount paid for an upgraded delivery service such as express DHL may be excluded to the extent permitted by applicable consumer law. The least expensive standard delivery option offered by us will be treated in accordance with the applicable legal rules.

Outside the EU/EEA

For customers outside the EU/EEA, returns and remedies are subject to the mandatory consumer protection rules applicable in the customer’s jurisdiction.

Nothing in this policy limits any rights that cannot lawfully be excluded or restricted.

Contact

Before returning any garment, please contact info@soulsinclothes.com and include your order number and full details of the issue so that we can review the case before the item is sent back.