FAQ
Frequently Asked Questions
Orders
Can I change or cancel my order after placing it?
We process orders quickly, so changes or cancellations must be requested as soon as possible — ideally within a few hours of placing your order. Once your order has been shipped, it cannot be changed or cancelled. Please email us at support@souldewshop.com with your order number and we'll do our best to help.
How long does it take to process my order?
Orders are processed within 1–3 business days. Please note that orders are not processed on weekends or holidays. For full shipping details, visit our Shipping page.
Shipping & Tracking
Do you offer free shipping?
Yes — we offer free shipping on all orders. Shipping time and eligible countries vary by product; please check the respective product page for details. We do not ship to China. Full details are on our Shipping page.
How do I track my order?
Once your order has shipped, you will be able to track your order with your order number and email address in 'Track your order' in the top menu. If you are unable to track your order after 5 business days of placing it, please get in touch with us at support@souldewshop.com for an update.
Who covers duties and taxes?
All orders are shipped duty-paid. If you receive a bill for import duties, send it to us, and we'll reimburse you.
Returns & Damaged Items
What is your return policy?
You may return unused items in their original condition and packaging within 30 days of receiving your order (some products have a shorter return window — check the product page). Please visit our Return Policy page for full details, including how to start a return.
What if I received a damaged or wrong item?
We're sorry to hear that! Please notify us within 7 business days of delivery. Send an email to support@souldewshop.com with your order number, the item name, and photos of the damage or incorrect item. We'll arrange a replacement or refund and provide a prepaid return label at no cost to you.
Sizing & Fibres
How do I find my size?
Our sizing runs a little differently than standard sizing — we recommend sizing up if you're between sizes. Detailed measurements for all our clothing styles are in our Size Guide.
How can I identify the fibre content of a garment?
Fibre content is listed on each product page under the product description. If you have a specific question about materials — such as whether a fabric is suitable for sensitivities or care requirements — feel free to reach out to us before purchasing.
Contact Us
How do I get in touch with SOULDEW SHOP?
The best way to reach us is by email at support@souldewshop.com. You can also visit our Contact Us page. We're committed to helping you out!