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Product
Are your products vegan?
Yes, our products are vegan and plant-based.
How can I clean cactus leather products?
Wipe the surface in a circular motion with a white cotton cloth dampened in water. Use a mild soap solution and remove it with a cloth dampened in water.
Do not clean with solvents such as alcohol, oils, vinegar or detergent cleaners.
What can I do if there are scratches on the cactus leather surface?
Light scratches can attenuate in a few days with proper storage. Store the bag and the straps separately to avoid scratches.
Orders
Can I change or cancel my order?
We do not guarantee that a change or a cancellation can be made. We work around the clock in order to ensure the quickest delivery.
Please contact our Customer Care team at [email protected] immediately in case you need to modify your order so we can check the status of your order and modify it if possible. Unfortunately, once your order is dispatched from our warehouse, it cannot be modified or cancelled.
I have not received an order confirmation.
It may take some time to receive the confirmation email after you place your order. Check your spam inbox just in case it went there! If the payment has been processed but you still haven’t received a confirmation after two hours, please get in touch with us at [email protected].
What is the current status of my order?
You will receive a confirmation email after placing your order. We will then start to arrange it and it will be dispatched within 3 business days. As soon as your order leaves our warehouse, you will receive another email with your tracking number. Use this information to track your package until its delivery.
I have ordered several items and one is out of stock or in pre-order. When will I receive it?
In the event that the order contains more than one product and one of them is out of stock or in pre-order, the products will be shipped together when the item is back in stock.
What forms of payment do you accept?
Visa, MasterCard, Alipay, Wechat pay, and PayPal.
Shipping
Is there a shipping fee?
For orders over US$200:
Standard shipping: FREE to most countries in the world
DHL/UPS/FedEx: additional US$25 will be incurred
*At the moment, we don’t ship to Puerto Rico.
**Our shipping service has been temporarily interrupted to Ukraine and Russia.
When will my order ship?
Standard shipping: 7-15 business days
DHL/UPS/FedEx: 5-7 business days (additional cost will be incurred, flat rate US$25)
Local shipping: 1-3 business days
**Please allow a longer transit time during the COVID-19 period. You will receive an email with a tracking number after your package has been dispatched. You may check the delivery status with the tracking number.**
Do you ship internationally?
Yes, we ship internationally.
For orders over US$200:
Standard shipping: FREE to most countries in the world
DHL/UPS/FedEx: additional US$25 will be incurred
*At the moment, we don’t ship to Puerto Rico.
**Our shipping service has been temporarily interrupted to Ukraine and Russia.
Do I need to pay customs or import duties?
There may be duties or taxes upon arrival into your country based on where you live. For more details, please refer to our Shipping Policy.
What shipping methods do you provide?
We provide FREE Standard Shipping i.e. EMS for order over €200/US$200.
You may also choose Express Shipping: DHL, FedEx and UPS at an extra charge.
See more details HERE.
Errors in addresses
The client is responsible for the veracity of the address information provided. In the event that there is an error in the address —in whole or partially— and a second shipment is required, the customer will be responsible for the shipping cost that a second delivery may incur.
Returns & Exchanges
Do you accept returns?
SOULMATTE will accept returns on all eligible products within 14 days of you receiving your item. To be eligible for a return, the product must be in the same condition as received, unworn, unused or undamaged, and in its original packaging.
Any item that is bought on sale, gift card and gift with purchase promotion cannot be returned, refunded or exchanged.
For more details, please refer to our Returns & Refunds Policy.
What do I do if I'm not satisfied with my products?
You have up to 14 days to exchange your products. You can choose between the Exchange or the Store credit option. To be eligible for an exchange, the product must be in the same condition as received, unworn, unused or undamaged, and in its original packaging.
Exchange: You can exchange for the same product in another color.
Store credit: Once we receive your package we will issue a Credit Store Voucher for the amount you paid, which you can use to buy another product. Your Credit Store Voucher does not expire.
Please note that you are responsible for the cost of the return including but not limited to any duties, customs or taxes involved with this shipment.
For more details, please refer to our Returns & Refunds Policy.
When will I receive my refund?
Once we have surveyed the product, we will refund the amount to the same payment method you used to place your order. In a normal situation we will refund your return within 14 days after receiving your package.
What if my products are damaged?
All of our products are carefully manufactured and inspected before they are shipped. Please inspect the product upon reception and contact us within 7 days of you receiving your item if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
My Account
What are the advantages of having a SOULMATTE account?
Having an account on our website eases the process to place your order. Your personal details will be filled in automatically on the form. In addition, all your orders will be stored together, invoices included.
You can also enjoy 1-year maintenance service for SOULMATTE bags purchased with an account.
Is it possible to place an order without an account?
Of course! In the first phase of the checkout, you have the option to log in to your account. If you’d prefer not to create an account, you can place an order as a ‘New Customer’.
How can I delete my account?
Our customer care team can delete your account whenever you want. Contact us and we’ll take care of it.
My payment has failed. What should I do?
Did you get a ‘Payment failed’ notification after you went through the payment gateway? There are a few solutions: delete your cookies and cache data, use a different browser or use a different payment method. If these solutions haven’t worked, please contact our Customer Care.
Has the purchase amount been deducted from your bank account, yet the website says that the order failed?
If this happens, in the next few hours the money should automatically return to your account.
paraben free
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cruelty free
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organic product
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