Refund policy

We want you to love your Soulspring order. If something isn't right, here's how we'll help. None of this affects your statutory rights.

Contact: support@soulspring.co.uk. Please include your order number.

1. Changed your mind? (physical items)

For non-personalised tees, hoodies, the notebook, the mug, the ornament and the Christmas sweatshirt:

Your 14 days: under UK law, you can cancel within 14 days of the day your item arrives, for any reason.
Before it's posted: you can cancel at any time.
How to cancel: email us within those 14 days. Then send the item back, unworn, unwashed and in its original condition, within 14 days of telling us.
Return address: Soulspring, Suite 19.6, Exhibition House, Addison Bridge Place, London, W14 8XP, United Kingdom. Please include "Suite 19.6" and the name "Soulspring" exactly as shown, or the parcel may be refused.
Return postage: you pay for it.
Your refund: we refund the price you paid plus the standard delivery charge, to your original payment method, within 14 days of receiving the item back or of you sending us proof that you've posted it, whichever is sooner. If you chose express delivery, we only refund the standard rate.
Condition: if an item has lost value because it was handled more than needed to check it (for example, worn or washed), we may reduce the refund by that amount.

Sizes: please check the size guide on each product page before you order. We can't exchange sizes directly, but you can return an item under the 14-day right above and reorder.

2. Personalised items

Items made to your own details, such as names, dates or messages, are made just for you. They can't be cancelled or returned for a change of mind. If one arrives faulty or with a mistake we made, see section 4.

3. Digital downloads

Before you check out, you tick a box to ask us to give you access straight away. By ticking it you agree that once your download starts, you lose your 14-day right to cancel. You can't go to checkout without ticking it. Your download email confirms this agreement.

After your download starts: we can't give a refund if you change your mind, because you asked for immediate access and agreed to lose your cancellation right.
Problems: if a file is faulty, won't open or isn't what was described, email us and we'll fix it, replace it or refund you.
Personalised digital prints: if one has a mistake we made, we'll correct it free of charge.

4. Faulty, damaged, misprinted or wrong items

Report it: email us with your order number and a clear photo within 30 days of delivery.
Your choice: we'll send a free replacement or a full refund, including delivery.
No need to post it back unless we ask.
Lost parcels: if a parcel never arrives, tell us within 30 days of the estimated delivery date and we'll replace it or refund you.
After 30 days: you still have your legal rights if an item is faulty. Contact us and we'll help.