Frequently Asked Questions
Ordering
How do I place an order?
Add the items you want to your cart and follow the checkout steps. You'll enter your delivery address and payment details, and you'll receive a confirmation email once the order is placed.
I didn't receive a confirmation email — what now?
Check your spam or promotions folder first. If it's not there, email us at info@soulvogue.com with your name and the email address you used, and we'll look it up.
Can I change or cancel my order after placing it?
Contact us as soon as possible at info@soulvogue.com. We process orders immediately, so once an order is in transit it can no longer be cancelled. In that case, you can follow the return procedure after you receive it.
Can I order from outside my country?
Yes. We ship internationally.
Shipping & delivery
How long does delivery take?
Processing takes 1 to 2 business days. Once shipped, average delivery is 7 to 12 business days. Orders placed on Friday afternoon or over the weekend may take a little longer to process.
How much does shipping cost?
Shipping is completely free on all orders. There are no extra shipping fees and no minimum order value.
Where do my items ship from?
To offer fair prices, we work directly with our suppliers and ship internationally, which means delivery can take longer than with local stock. We're upfront about this so you know what to expect.
Will I have to pay customs or import taxes?
Any customs duties or import taxes are the consumer's responsibility. Where applicable, we make this clear in advance.
My order is taking longer than expected.
During periods of high order volume there can be some delay. We ship as soon as possible and keep you informed. If your order is outside the stated delivery window, email info@soulvogue.com with your order number and we'll check on it.
Returns & refunds
Can I return my order?
Yes, within 30 days of receipt, provided the item is in original condition with all parts and packaging, shows only signs of normal use (no damage from negligence or misuse), and hygiene-related products are returned properly cleaned.
Are returns free?
No. We do not offer free returns — the customer is responsible for the return shipping costs.
How do I start a return?
Email info@soulvogue.com with your order number, the reason for the return, a photo (if the item is damaged), and your full name and address. Important: do not send the return to the sender's address — we'll provide the correct return address after reviewing your request.
How long does a refund take?
Returns are processed within 7 business days of arrival. We refund all payments received via the same payment method, within a maximum of 30 days of receiving the returned products. Please keep proof of your return shipment.
Can I cancel my order and get my money back?
Private customers may cancel within 30 calendar days of receiving the last item, by a clear written request via email. We refund all payments received, excluding the extra cost of a delivery method more expensive than our standard option.
My item arrived damaged.
Email info@soulvogue.com with your order number and a photo of the damage, and we'll sort it out with you.
Payment & security
Which payment methods can I use?
Credit card (AMEX, Mastercard, Maestro, Visa), Apple Pay, Google Pay and Shop Pay.
Is it safe to pay on your site?
Yes. All payment options on soulvogue.com are protected with SSL encryption, and card data is encrypted.
Products
Will the item look exactly like the photos?
We do our best to display colours and images accurately, but we can't guarantee how they appear on your screen.
Is an item still available?
Certain products are available online only and in limited quantities. If something is out of stock, it will show as unavailable at checkout.
Privacy & contact
What do you do with my personal data?
We only use it to process your order, provide customer service, and — if you've opted in — send you marketing. Full details are in our Privacy Policy, and you can request access, correction or deletion of your data at any time by emailing info@soulvogue.com.
How do I contact you?
Email us at info@soulvogue.com and our customer service team will be happy to help, before and after your purchase.
Soulvogue is a trading name of Panorama Brands B.V. (Company No. 92632483), registered at Rocamadour 86, 1448LA, Purmerend, The Netherlands.