Terms of Service.

1. Seller, Scope and Contact

This website, soulsinclothes.com, is operated by Vladimir Zahov, trading as Souls In Clothes, as an individual seller based in Bulgaria (“we”, “us”, “the Seller”).

Contact email: info@soulsinclothes.com
Website: soulsinclothes.com
Contact address: Sofia, Lulin 6, block 624, entrance W, floor 3, apartment 76, 1336 Sofia, Bulgaria.

These Terms apply to orders placed through soulsinclothes.com. Orders placed through third-party marketplaces are also subject to the terms of the relevant marketplace.

By placing an order, you agree to these Terms. Mandatory consumer rights under applicable law are not excluded or reduced by these Terms.

2. Products and Made-to-Order Production

Souls In Clothes sells handmade clothing in a range of materials. The material composition for each garment is stated on the relevant product page.

Most garments are produced after an order is placed. Standard made-to-order production normally takes 5–7 business days before dispatch. Production times are estimates and may be longer where materials are temporarily unavailable or during unusually busy periods.

Handmade production and natural or textured fabrics may result in minor variations in colour, texture, weave, stitching, placement of details or finish. Such normal variations are not defects where the product otherwise conforms to the description and agreed specifications.

3. Orders and Contract Formation

Product listings are invitations to place an order and do not themselves constitute acceptance of an order. After you place an order, we will send an electronic confirmation. We may refuse or cancel an order where, for example, there is a pricing error, a product or material is unavailable, payment cannot be verified, or fraud is reasonably suspected.

If we cancel an order after payment has been received, the amount paid will be refunded to the original payment method without undue delay.

You are responsible for providing complete and accurate delivery, contact, size and measurement information.

4. Prices, Taxes and Payment

Prices on the website are displayed in euros (EUR). Any taxes that must be charged under applicable law will be shown as part of the order or checkout process.

Available payment methods are those displayed at checkout. Payments are processed by Shopify and/or other payment providers made available at checkout. Souls In Clothes does not store full payment card details.

Where a pricing or typographical error occurs, we may cancel the affected order and refund any amount already paid, or offer you the opportunity to proceed at the corrected price.

5. Standard Sizes and Custom Sizing

Standard-size garments are garments ordered from our published standard size range without individual alteration or personalisation.

Custom-sized, made-to-measure or personalised garments are garments produced or altered to measurements or specifications supplied specifically by the customer.

Custom sizing is available at no extra cost. When you provide individual measurements, you are responsible for their accuracy and completeness.

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

If we manufacture a custom garment materially differently from the agreed measurements or specifications, your statutory rights remain unaffected.

6. Right of Withdrawal and Personalised Orders

For eligible online purchases of standard-size, non-personalised garments, consumers in the EU/EEA may exercise the statutory right of withdrawal within 14 days of delivery, subject to applicable law and the conditions set out in our Returns & Refunds Policy.

Garments made to the customer’s individual measurements or otherwise clearly personalised are excluded from the statutory right of withdrawal where the legal exception for goods made to the consumer’s specifications or clearly personalised applies.

Once production of a custom-sized, made-to-measure or otherwise clearly personalised garment has begun, we do not accept cancellation, return, exchange or refund merely because the customer changes their mind, no longer requires the item, prefers a different colour or style, or supplied incorrect measurements.

Choosing a standard size by itself does not make a garment personalised.

This section does not limit rights relating to genuinely faulty, incorrect, non-conforming or misdescribed goods.

7. Returns, Claims, Repair and Replacement

If a customer believes that a garment has a manufacturing defect, is incorrect, or does not conform to the agreed specifications, the customer must contact info@soulsinclothes.com and provide the order number, a clear description of the issue and sufficiently clear photographs. Where a dispute concerns dimensions, fit or proportions, we may also request measurements of the relevant parts of the garment.

Where reasonably necessary, we may request additional information or require the garment to be made available or returned for inspection before determining the appropriate remedy.

Providing a photograph or alleging a defect does not automatically establish that a manufacturing defect or lack of conformity exists where further inspection is reasonably necessary.

Where a genuine lack of conformity is confirmed, the customer is entitled to the remedies provided by applicable consumer law.

As a general rule, the goods should first be brought into conformity through repair or replacement. The customer may choose between repair and replacement unless the chosen remedy is impossible or would impose disproportionate costs on the Seller compared with the alternative remedy, taking into account the value of the goods, the significance of the lack of conformity and whether the alternative remedy can be provided without significant inconvenience to the customer.

Repair or replacement will be carried out free of charge, within a reasonable time and without significant inconvenience to the customer where required by applicable law.

A claim of defect does not automatically entitle the customer to a full refund. A price reduction or termination of the contract and refund may apply only where the conditions required by applicable law are met.

8. What Is Not Considered a Manufacturing Defect

The following are not considered manufacturing defects where they arise after delivery or result from the actions of the customer or a third party:

• normal wear and tear;
• accidental or intentional damage;
• tearing, cutting, puncturing, burning or staining after delivery;
• improper washing, drying, ironing, dry cleaning or storage;
• failure to follow the care instructions applicable to the garment or fabric;
• misuse of the product;
• repair, shortening, lengthening, widening, narrowing, tailoring, alteration or other modification performed by the customer or a third party;
• mechanical damage caused by jewellery, bags, furniture, pets, machinery or other external objects;
• inaccurate or incorrectly supplied customer measurements in the case of a personalised order;
• natural characteristics and minor variations resulting from the fabric or handmade production that do not materially alter the agreed characteristics of the product;
• colour differences caused solely by monitor or phone settings, photographic lighting or other characteristics of digital image reproduction.

If inspection establishes that the damage occurred after delivery as a result of use, improper care, external impact, alteration of the garment or another cause unrelated to an original lack of conformity, the claim will not be treated as a manufacturing defect.

9. Refunds and Return Shipping

Eligible refunds are made to the original payment method in accordance with applicable consumer law and our Returns & Refunds Policy.

For standard-size change-of-mind returns, the customer pays the direct cost of return shipping. Where an item is defective, incorrect or otherwise non-conforming and the claim is valid, remedies and return costs are handled in accordance with applicable law.

Please see our Returns & Refunds Policy for the current procedure.

10. Shipping and Delivery

Standard shipping is free worldwide. Production time is normally 5–7 business days before dispatch.

Estimated transit times after dispatch are:

• Europe: 5–7 business days
• USA & Canada: 6–12 business days
• Rest of world: 14–30 business days

Transit times are estimates and can be affected by customs, carriers, public holidays, weather and other circumstances outside our reasonable control.

Express DHL shipping is optional and paid by the customer. Current express rates and estimated transit times are stated in our Shipping & Delivery Policy.

Souls In Clothes covers customs duties, import taxes and import processing fees on orders, as stated in the current Shipping & Delivery Policy. If a carrier or customs authority requests such a payment, contact us before paying it.

11. Legal Guarantee and Non-Conforming Goods

Nothing in these Terms limits the mandatory legal guarantee and conformity rights available to consumers under applicable EU and national consumer law.

For consumer goods sold in the EU, consumers have at least a two-year legal guarantee against lack of conformity. Where goods are faulty or do not conform to the contract, the consumer may be entitled to repair or replacement and, where the legal conditions are met, a price reduction or refund.

Contact info@soulsinclothes.com with your order number and details of the issue.

12. Intellectual Property

Website content, original product photographs, written descriptions, graphics, logos and other original materials are protected by applicable intellectual property laws. Purchase of a garment does not transfer intellectual property rights in the website content or original protected materials.

13. Privacy

Personal data is processed in accordance with our published Privacy Policy and applicable data protection law. Payment information is processed by the relevant payment provider.

For privacy-related requests, contact info@soulsinclothes.com.

14. Liability and Events Outside Our Control

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, or any mandatory consumer rights.

We are not responsible for delay or failure caused by circumstances genuinely outside our reasonable control, including severe carrier disruption, natural disasters, government restrictions, strikes by third parties or serious supply disruption. Where such an event materially affects an order, we will communicate with the customer and apply the remedies required by applicable law.

15. Governing Law and Consumer Disputes

These Terms are governed by the laws of the Republic of Bulgaria, without depriving consumers resident in another country of any mandatory protections granted by the law applicable to them.

We encourage customers to contact us first at info@soulsinclothes.com so that we can try to resolve any complaint directly.

Consumers may use any competent consumer protection authority, European Consumer Centre, alternative dispute resolution body or court available to them under applicable law.

16. Changes to These Terms

We may update these Terms from time to time. The updated version will be published on this page with a revised “Last updated” date. The version applicable to an order is the version in force when that order is placed, subject to mandatory law.

17. Contact

Souls In Clothes
Vladimir Zahov, trading as Souls In Clothes
Sofia, Lulin 6, block 624, entrance W, floor 3, apartment 76, 1336 Sofia, Bulgaria
Email: info@soulsinclothes.com
Website: soulsinclothes.com