Shipping, return & refund policy

Shipping & delivery

All orders are generally dispatched within 2 business days (During peak periods , there may be an additional 1 business day for dispatch).

Shipments are always sent via Australia Post, and delivery times follow Australia Post’s standard timeframe once your order has been dispatched. You can track your parcel using the tracking number provided via email.

Not satisfied with your item? Just return it to us! You are welcome to return items within 14 days of receipt.

Return Eligibility

  • A return must be requested within 14 days of receiving your package.
  • Items must be unused, unopened, sealed, and in their original packaging.
  • Please note: any items sent back opened, unsealed, or used will not be eligible for a refund and will be disposed of upon receipt.

How to Initiate a Return

  • Request Approval: To initiate a return, please contact us via our contact form. Only items with a return approval can be accepted.
  • Include Your Order Number: Clearly state the order number either inside or outside of the parcel. Returns without an order number cannot be processed.
  • Shipping: Customers are responsible for arranging the return shipping. You may use any shipping provider you prefer.

Once your return request is approved by Soulmi, the item(s) must be returned within 7 days. Returns sent after this window may not be eligible for a refund.

Return Cost

Customers are responsible for shipping costs, customs duties, and taxes related to the return.

Damages and Issues

Please inspect your order upon delivery. If any items are defective, damaged, or incorrect, contact us via our contact form with photos of the items, packaging, and shipping label.

Note: Minor creasing or cosmetic damage to outer packaging during shipping is not considered product damage and does not qualify for a refund.

For questions about ingredients or allergies, please check the product page or reach out to our team — we’re happy to assist!

Address and Delivery Issues

  • Incorrect Address: If a package is returned to us due to an incorrect, incomplete, or invalid address,
    and the item is received back by us, we will issue a refund minus the original shipping cost.
  • Rejected or Uncollected Packages: If the package is returned to us because it was rejected at delivery or not collected within the required timeframe, and the item is received back by us, we will issue a refund minus the original shipping cost.

Exceptions / Non-Returnable Items

We do not accept returns for:

  • Gift cards
  • Any product that has been opened or used
  • Or any item that cannot be resold due to its condition

Refund Process

Once your return is received and inspected, we’ll confirm if it meets our return criteria.

If approved, the refund will be issued to your original payment method, and you’ll receive a confirmation email.

Please allow a few business days for your bank or credit card provider to process the refund.

Any fees or shipping deductions (including for free shipping orders) will be applied accordingly.

 

If you need help, don’t hesitate to reach out via our contact form.

Thank you for shopping with Soulmi 💛

Return & Refund Form