Shipping, Return & Refund Policy

SHIPPING POLICY

Once your order has been placed with successful payment, you will receive a confirmation email. Your order will normally be dispatched within 3 working days after an order is confirmed. The shipping time is subject to the actual situation of the couriers and also the stock availability. If your order includes one or more pre-order items, the entire order will ship together once all items are available to ship.

Shipping Fee:

For orders over US$200:
^Standard shipping: FREE to most countries in the world**
*Express shipping: US$25 will be incurred

For orders under US$200:
Standard shipping: flat rate US$30
Express shipping: flat rate US$45

Delivery Times

Standard shipping: 7-15 business days
Express shipping: 5-7 business days

^Standard shipping: EMS
*Express shipping: DHL, FedEx, UPS, etc.

**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.

CUSTOMS & DELIVERY

For international shipping, there may be duties or taxes upon arrival into your country based on where you live. If you require more information on what duties and taxes may be due upon delivery, please contact your local customs office. If a customer refuses to pay for the legal duties and taxes due on a SOULMATTE shipment, SOULMATTE is not responsible for the potential repercussions with the postal service.

Please keep in mind that once a package leaves our warehouse, it is in the hands of the postal service. If you experience any problems during transit, please contact the shipper immediately.

If the package is not delivered to the customer, due to the provision of an incorrect address upon checkout, SOULMATTE will not be held responsible and will not be able to offer the customer a refund. If a second shipment is required, the customer will be responsible for the shipping cost that a second delivery may incur.

If a package is lost in transit, SOULMATTE is unable to refund the customer for the purchase. However, our Customer Services Representative will assist the customer in tracking the package.

By making a purchase with us, you agree that SOULMATTE will not be held responsible for any lost, stolen or delayed packages that may happen during transit.

RETURNS & REFUNDS

FINAL SALE NOTICE

All items purchased on pre-order, during promotional campaigns, sale events, using discount/welcome coupon codes, or customized are strictly FINAL SALE. These items cannot be returned, exchanged, or refunded unless an authentic manufacturing structural defect is verified within 72 hours of delivery.

RETURNS

SOULMATTE accept return requests for eligible, full-priced products within 14 days of delivery. To qualify for a return, the piece must remain in brand-new, unworn condition with all original packaging materials intact.

To uphold our hygiene protocols and atelier craftsmanship standards, items must be returned with their complete original packaging: the handbag, branded gift box, dust bag, all protective films on metallic hardware (including clasps, studs, and zipper pulls), handle foam wraps, interior paper stuffing, and authentic tags. Any piece returned with removed protective films, perfume or cosmetic exposure, handling scuffs, or missing packaging materials will be rejected.

EXCHANGES

Eligible full-priced items in original, unhandled condition may be exchanged for a different color or style within 14 days of delivery, subject to inventory availability. If you wish to initiate an exchange, please submit your request via our official portal. Promotional and discounted items are not eligible for exchanges.

DAMAGES AND DEFECTS

In the rare instance that your piece arrives damaged during transit or exhibits a manufacturing structural defect, you must submit a claim via our official portal within 72 hours (3 business days) of courier delivery, accompanied by unedited photographic proof.

Upon independent inspection and verification by our craftsmanship quality team, we will arrange a complimentary replacement. Organic grain textures, natural surface variations in Desserto® cactus leather, and handcrafted stitching finishes are intrinsic signatures of sustainable atelier craftsmanship and do not constitute manufacturing defects.

SHIPPING FEES & LOGISTICS

For Hong Kong and Macau orders, customers are responsible for local return courier costs back to our atelier, unless the item is verified as defective.

For International/Worldwide orders, customers are fully responsible for arranging and paying for return shipping via their own trackable courier service. Initial outbound shipping charges, import duties, customs clearance fees, and regional taxes are strictly non-refundable. SOULMATTE is not liable for return parcels lost or damaged during return transit.

Any returned package that fails our physical inspection upon arrival will be rejected. Rejected items will be dispatched back to the customer at their sole expense (via SF Express collect for Hong Kong/Macau, or upon receipt of international shipping payment).

HOW TO INITIATE A RETURN OR EXCHANGE

To ensure swift tracking and quality assessment, please do not dispatch unsolicited parcels to our address. All requests must be submitted through our official system:

Submit Request: Visit our official SOULMATTE Customer Care Portal to submit your order number, reason, and required condition photos.
Review & Approval: Our team will review your application within 2 to 3 business days. Approved requests will receive formal instructions and our return warehouse address.
Dispatch Package: Securely pack the item with all original protective materials and send it via a trackable courier service.
Inspection & Resolution: Once received and verified by our workshop team, your refund or exchange will be executed within 5 to 7 business days.

REFUNDS

Once your return is inspected and approved by our quality control team, your refund will be processed strictly to your original payment method. Please allow up to 7 business days for the funds to reflect on your statement, depending on your card issuer or banking provider. Outbound shipping fees and payment transaction surcharges are non-refundable.

REPEATED RETURNS & MONITORING

SOULMATTE actively monitors return frequency and account activity. Continuous violations of our terms, excessive return patterns, or wardrobing behaviors will result in account flagging, and we reserve the right to decline after-sales processing and refuse future orders at our sole discretion.

Contact

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at: hello@soulmatte.earth

**Free Standard Shipping and Express Shipping DO NOT apply to the following areas. A flat rate of US$45 will be charged for standard shipping to the following areas:
Afghanistan, Albania, Algeria, Anguilla, Antigua, Aruba, Bahamas, Barbados, Belarus, Belize, Benin, Bosnia and Herzegovina, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Caroline Islands (Micronesia), Caroline Islands (Palau), Central African Republic, Chad, Congo (Dem. Rep. of the), Congo (Republic of), Costa Rica, Côte d’Ivoire (Ivory Coast), Cuba, Djibouti, Dominica, Dominican Republic, East Timor, Ecuador, El Salvador, Equatorial Guinea (Republic of), Eritrea, Eswatini, Ethiopia, Faröe Islands, French Guiana, Gabon, Gambia, Gaza and Khan Yunis, Georgia (Republic of), Gibraltar, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guinea (Republic of), Guinea Bissau (Republic of), Guyana, Haiti, Honduras (Republic of), Iraq, Jamaica, Kazakhstan, Kenya, Kiribati, North Korea, Latvia, Lebanon, Lesotho, Liberia, Libya, Lithuania (Republic of), Madagascar (Democratic Rep. of), Malawi, Mali, Malta, Mariana Islands (Northern), Marshall Islands, Martinique, Mauritania, Mauritius, Montenegro (Republic of), Montserrat, Mozambique, Namibia, New Caledonia, New Zealand Islands Territories (Cook Islands), Nicaragua, Niger Republic, Norfolk Islands, Panama (Republic of), Papua New Guinea, Paraguay, Peru, Réunion, Romania, Russian Federation (Russia), Rwanda, Samoa (U.S.A. Territory), San Marino, Sao Tomé and Principe (Republic of), Senegal, Serbia (Republic of), Seychelles, Sierra Leone, Slovak Republic (Slovakia), South Africa (Republic of), St. Christopher (St. Kitts) and Nevis, St. Lucia, St. Vincent, Sudan, Suriname (Republic of), Syrian Arab Republic (Syria), Tajikistan (Republic of), Tanzania, Togo, Tonga, Tortola (British Virgin Islands), Trinidad & Tobago (Republic of), Tunisia, Turkmenistan, Turks & Caicos Islands, Tuvalu, Uganda, Ukraine, Uruguay, Uzbekistan (Republic of), Venezuela, Virgin Islands of the USA, Western Samoa, Yemen (Republic of), Zambia, Zimbabwe