Cancellation policy

Last Updated: December 2024

At Sustainable Soul, we strive to provide a smooth and transparent shopping experience. Below is our policy for order cancellations, including pre-orders and special requests.

1. Pre-Orders

  • Cancellation Window:
    Pre-orders can be canceled within 48 hours of purchase for a full refund.
  • How to Cancel:
  • Refund Timeline:
    Refunds for pre-order cancellations will be processed within 5–7 business days to your original payment method.

2. Custom or Special Requests

  • Cancellation Policy:
    Due to the personalized nature of custom orders, cancellations must be made within 24 hours of purchase. After this time, we cannot guarantee cancellations as production may have started.
  • Refund Eligibility:
    If your custom request is eligible for cancellation, a full refund will be issued within 5–7 business days.

3. Orders After the Pre-Order Window

  • Standard Orders:
    Once the pre-order window has closed, orders are considered final, and cancellations are no longer possible.
  • Exceptions:
    • If unforeseen circumstances prevent us from fulfilling your order, we will offer you the option to cancel for a full refund or adjust your order.

4. Changes to Your Order

  • Modifications:
    If you need to update your order (e.g., change delivery preferences or adjust quantities), please contact us within 48 hours of purchase. While we cannot guarantee all changes, we will do our best to accommodate your request.

5. Contact Us for Assistance

If you need help canceling or modifying your order, reach out to us as soon as possible:

We appreciate your understanding and support of our small-batch, sustainable production model, which helps us reduce waste and create a better shopping experience for everyone.