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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?
If you have changed your mind, you may request an order cancellation within 24 hours of purchase, provided that your order has not been packaged or dispatched from our atelier.
Please contact our Customer Care team at hello@soulmatte.earth immediately with your Order Number. Once an order has entered dispatch preparation or has been shipped, it cannot be modified or cancelled and must be processed under our standard return policy upon arrival.
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 hello@soulmatte.earth.
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?
If your order contains both in-stock pieces and pre-order items, your entire order will be consolidated and dispatched together once the pre-order handcrafted batch is completed.
If you prefer to receive in-stock pieces earlier, we recommend placing two separate orders. Please note that pre-order items are bespoke creations produced on demand and are governed by our official Pre-Order Terms (Final Sale).
What forms of payment do you accept?
Apply Pay, Google Pay, Visa, MasterCard, Alipay, Wechat pay, and FPS.
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?
In-Stock Pieces: Orders are packaged and dispatched from our atelier within 1 to 3 business days (Monday to Friday, excluding public holidays). Estimated transit times after dispatch are:
Local (Hong Kong & Macau): 1–3 business days via SF Express
International Standard: 7–15 business days
Express (DHL / FedEx / UPS): 3–5 business days (Flat rate US$25)
Pre-Order Creations: Handcrafted in small batches by our master atelier. Dispatch follows the specific production timeline indicated on the respective product page and in your order confirmation email.
(You will receive an automated dispatch notification with your tracking number once your parcel leaves our studio.)
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?
Customs clearance duties, local import taxes, and administrative charges are not included in our product pricing and may be levied by your local customs authorities upon arrival. All applicable duties and taxes are the sole responsibility of the recipient.
Please note that in the event of an authorized return, non-collection, or package refusal, all incurred customs charges, import duties, and return transit fees are strictly non-refundable and will be deducted from any final credit or resolution. For further information, please consult our Shipping, Return & Refund 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?
We accept returns for eligible, full-priced items within 14 days of delivery. To qualify, the piece must remain in brand-new, unworn condition with all protective plastic films intact on metallic hardware (clasp and studs), and returned inside its complete original packaging (branded box, dust bag, handle wraps, and interior stuffing).
Final Sale Notice: All items purchased on pre-order, during sales/promotions, using welcome or discount codes, or customized are strictly FINAL SALE and cannot be returned, exchanged, or refunded. For full terms, please visit our Shipping, Return & Refund Policy.
What do I do if I'm not satisfied with my products?
Eligible full-priced products in brand-new, unhandled condition may be returned for a refund to your original payment method or exchanged for another color within 14 days of delivery (subject to stock availability). Items must be in pristine condition with all original packaging, foam wraps, and hardware protective films completely intact. Promotional, discounted, and pre-order pieces are not eligible for exchanges or change-of-mind refunds. To initiate a request, please submit your details via our official SOULMATTE Customer Care Portal.
When will I receive my refund?
Once your return package is delivered to our atelier and passes our craftsmanship inspection, we will issue a refund confirmation email. The refund will be credited directly to the original payment method used at checkout within 5 to 7 business days. Please allow an additional billing cycle or up to 7 business days for the credit to reflect on your card or bank statement, depending on your financial institution's processing schedule. Outbound shipping charges are non-refundable.
What if my products are damaged?
Every SOULMATTE piece is thoroughly inspected by our artisans before dispatch. In the rare event that your product arrives damaged in transit or exhibits a factory structural defect, you must notify us via our official SOULMATTE Customer Care Portal within 72 hours (3 business days) of courier delivery with unedited photo proof. Once verified, our team will arrange a complimentary replacement.
Please note: Organic grain textures, natural surface depth in Desserto® cactus leather, and handcrafted stitching finishes are intrinsic artisanal characteristics and do not constitute manufacturing defects.
My Account
What are the advantages of having a SOULMATTE account?
Creating an account allows you to seamlessly track order statuses, view order history, save shipping addresses for faster checkout, and gain early access to bespoke pre-order launches and limited atelier releases.
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.
