Pre-Order Terms & Conditions

PRE-ORDER POLICY

These Terms and Conditions (“T&C”) govern all pre-orders placed for SOULMATTE products (the “Product(s)”). By placing a pre-order, you agree to be bound by these T&C. SOULMATTE reserves the right to update these T&C at any time, and the version in effect at the time of your pre-order will apply.

1. Pre-Order Nature

Pre-orders are for made-to-order or upcoming Products that are not yet in stock or fully produced.
Production begins based on pre-order demand, and your order secures your place in the production queue.
Full payment is required at the time of pre-order.

2. Estimated Delivery Time

The estimated delivery date provided at checkout or on the product page is approximate only and not guaranteed.
Delivery may be delayed due to uncontrollable factors, including but not limited to factory production delays, supply chain issues, longer transportation times during peak seasons (e.g., holidays), customs delays, weather events, or other unforeseen circumstances.
SOULMATTE is not responsible for any delays, and no compensation, refund, or cancellation rights arise solely from delays.
We will provide updates via email if significant delays occur, but we are not obligated to do so for minor changes.

3. PRODUCT IMAGES, SPECIFICATIONS & ARTISANAL MATERIALS

Product images on the website and campaign lookbooks are for illustrative purposes.
Every SOULMATTE piece is handcrafted using organic Desserto® cactus leather. Natural organic grain variations, subtle surface depth, and artisanal hand-stitching finishes are authentic hallmarks of sustainable craftsmanship and do not constitute manufacturing defects.
Model showcase imagery and editorial styling are for scale and aesthetic reference only and may not represent 100% precision in fit or proportions on every individual. We strive for utmost accuracy across all digital presentations.

4. RETURNS, REFUNDS, AND CANCELLATIONS

As Pre-Order pieces are produced in limited batches specifically based on customer reservation, all pre-orders are strictly FINAL SALE.
Order Cancellations: If you change your mind, you may request an order cancellation strictly within 24 hours of placement. Beyond 24 hours, orders are irrevocably locked into our master atelier production queue and cannot be cancelled, modified, or refunded.
No Change-of-Mind Returns: No refunds, returns, or style exchanges are accepted for change of mind, aesthetic dissatisfaction, sizing expectations, or personal preferences once an order is confirmed or unsealed.
Defective or Damaged Pieces: Exceptions are granted exclusively if the Product arrives damaged in transit or exhibits an authentic factory structural defect. To qualify:
- You must submit a formal claim through our official SOULMATTE Customer Care Portal within 72 hours (3 business days) of official courier delivery, accompanied by unedited photographic proof.
- The piece must remain completely unused, with all metallic hardware protective films (clasps and base studs) intact, and returned in its original packaging (branded box, dust bag, handle wraps, and interior stuffing).
Parcels returned without prior authorization or failing warehouse physical inspection will be rejected and dispatched back to the customer at their sole expense.

5. PRICING AND PAYMENT

Full payment is processed immediately upon pre-order confirmation to secure material allocation and artisan scheduling.
Prices are subject to change without prior notice prior to order placement. In the unforeseen event of acute raw material shortages or insurmountable supply chain constraints beyond atelier control, SOULMATTE reserves the right to cancel the affected pre-order and issue a full refund to the original payment method.

6. Shipping and Risk

Shipping costs are calculated at checkout and are non-refundable.
Risk of loss passes to you upon delivery.
International orders may incur additional customs duties, import taxes, or fees imposed by your country’s authorities, which are your sole responsibility and not included in the checkout price.

7. Force Majeure

• SOULMATTE is not liable for failures or delays caused by events beyond our control (e.g., pandemics, natural disasters, strikes).

8. Intellectual Property

• All Product designs and images are owned by SOULMATTE. Pre-order does not grant any rights beyond personal use.

9. GOVERNING LAW AND JURISDICTION

These T&C shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region of the People’s Republic of China.
Any disputes arising out of or in connection with these T&C or your pre-order shall be subject to the non-exclusive jurisdiction of the courts of the Hong Kong Special Administrative Region.