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FAQ's
Help Categories
Frequently Asked Question
Everything You Need to Know Before You Shop
1. What is Soultara’s return policy?
Soultara offers a 2-day return and refund window from the date your order is delivered. Return requests submitted after this period will not be eligible for a return or refund.
2. When am I eligible for a return or refund?
You may request a return or refund only if:
- The product has a manufacturing defect.
- The product was damaged during transit.
- You received the wrong product, size, or variant.
- An item is missing from your package.
All requests are subject to verification and quality inspection.
3. Can I return a product if I change my mind?
No. Soultara does not accept returns or refunds due to a change of mind, personal preference, sizing preference, or any reason other than a manufacturing defect, transit damage, missing item, or incorrect product delivery.
4. Are all products eligible for return?
No. The following products are not eligible for return or refund:
- Customised or personalised jewellery.
- Products that have been worn or used.
- Products that have been resized, altered, repaired, or modified.
- Products damaged after delivery.
- Products returned without their original packaging, tags, certificates, invoice, or accessories.
- Products for which the mandatory unboxing video has not been provided.
5. Is an unboxing video mandatory?
Yes. A clear, continuous, and uninterrupted unboxing video is mandatory for claims involving:
- Damaged products.
- Missing items.
- Incorrect products.
- Manufacturing defects.
- Empty or tampered packages.
Claims submitted without a clear and continuous unboxing video cannot be approved.
6. How should I record the unboxing video?
Please ensure that the video:
- Begins before the package is opened.
- Clearly shows the sealed package and shipping label.
- Shows all sides of the parcel.
- Records the complete unboxing process without pauses, cuts, or edits.
- Clearly shows the product and all contents inside the package.
The shipping label and order details should be clearly visible in the video.
7. What condition should the product be in for a return?
The product must be:
- Unused and unworn.
- In its original condition.
- Returned in its original packaging.
- Accompanied by all original tags, certificates, invoice, accessories, and complimentary items, where applicable.
Products showing signs of use, alteration, repair, or damage after delivery will not be accepted.
8. How do I initiate a return or refund request?
Email help@soultara.me within 2 days of delivery and provide:
- Your order number.
- Your registered name and contact details.
- The reason for the return.
- A clear, uninterrupted unboxing video.
- Photographs showing the issue.
Our support team will review your request and guide you through the next steps.
9. Can I send the product back without contacting Soultara?
No. Please do not send any product back without receiving return instructions from Soultara.
Unauthorised returns may not be accepted or processed.
10. Who pays the return shipping cost?
Return shipping costs may vary depending on the reason for the return and the outcome of the claim review. Applicable return shipping instructions and charges, if any, will be communicated by our support team.
11. What happens after Soultara receives my returned product?
Once the returned product is received, our quality team will inspect it to verify the reported issue and confirm whether it meets the return policy requirements.
A refund will be processed only after the claim is approved and the product passes inspection.
12. How long does it take to receive a refund?
Approved refunds are processed to the original payment method within 10 business days after the returned product passes inspection.
Your bank or payment provider may require additional time to reflect the amount in your account.
13. How will my refund be issued?
Refunds will generally be credited to the original payment method used to place the order.
Our support team will contact you if any additional payment or bank information is required.
14. What should I do if I have not received my refund?
If more than 15 business days have passed since your refund was approved, please email help@soultara.me with your order details and refund confirmation.
15. Can Soultara reject a return or refund request?
Yes. Soultara may reject a return, replacement, or refund request if:
- The request is submitted after the 2-day return period.
- The product does not meet the return conditions.
- The product has been used, worn, resized, altered, repaired, or damaged after delivery.
- The original packaging, tags, certificates, invoice, or accessories are missing.
- The mandatory unboxing video has not been provided.
- The claim cannot be verified.
- Fraudulent, abusive, or suspicious activity is detected.
16. What is considered a manufacturing defect?
A manufacturing defect is a fault in the product’s material or craftsmanship that existed before delivery.
Every manufacturing defect claim is reviewed and verified by Soultara’s quality inspection team.
17. Is silver tarnishing considered a manufacturing defect?
No. Sterling silver naturally tarnishes over time when exposed to air, moisture, sweat, perfumes, cosmetics, chemicals, or improper storage.
Tarnishing is a natural characteristic of silver and is not considered a manufacturing defect.
18. Are minor colour or finish variations considered defects?
No. Minor differences in colour, texture, polish, finish, or appearance may occur because of:
- Lighting conditions.
- Screen and display settings.
- Product photography.
- The handcrafted nature of jewellery.
Such minor variations are not considered manufacturing defects.
19. Is damage caused by improper care covered?
No. Damage caused by improper storage, accidental impact, exposure to chemicals, perfumes, water, moisture, or normal wear and tear is not covered under the return or refund policy.
20. What should I do if my order arrives damaged?
Keep the original packaging and contact us within 2 days of delivery.
Email help@soultara.me with:
- Your order number.
- An uninterrupted unboxing video.
- Clear photographs of the damaged product.
- Photographs of the outer and inner packaging.
Do not use, repair, alter, or discard the product or packaging while your claim is under review.
21. What should I do if I receive the wrong product?
Contact us within 2 days of delivery and provide your order details, uninterrupted unboxing video, and clear photographs of the product received.
Our support team will verify the claim and guide you through the return process.
22. What should I do if an item is missing from my package?
Email help@soultara.me immediately with your order details and uninterrupted unboxing video.
The video must clearly show the sealed package, shipping label, complete unboxing process, and all contents received.
23. What should I do if the package appears opened or tampered with?
Do not accept a visibly opened or severely damaged package whenever possible.
If the package is delivered, record the sealed or tampered condition before opening it and contact Soultara immediately with photographs, an uninterrupted unboxing video, and your order details.
24. Can I cancel my order after placing it?
Yes. An order may be cancelled only before it has been dispatched.
Once an order has been shipped, it cannot be cancelled.
25. How do I request an order cancellation?
Email help@soultara.me as soon as possible with your order number and cancellation request.
Cancellation is subject to confirmation from our support team.
26. Can I cancel an order after it has been shipped?
No. Orders cannot be cancelled after dispatch.
You may review the return policy after delivery to determine whether the product qualifies for a return.
27. Can I modify my order instead of cancelling it?
Order modifications may be possible before dispatch, subject to product availability and confirmation from our support team.
Contact us immediately if you need to change the product, size, variant, contact information, or delivery address.
28. When will I receive a refund for a cancelled order?
If an eligible prepaid order is successfully cancelled before dispatch, the refund will generally be processed within 5–7 business days.
Your bank or payment provider may require additional time to reflect the refund.
29. Where does Soultara deliver?
Soultara currently delivers orders across India, subject to courier serviceability.
30. How long does order processing take?
Orders are generally processed within 1–3 business days after order confirmation.
Processing may take longer during public holidays, promotional periods, product launches, or other high-demand periods.
31. What is the estimated delivery time?
Delivery generally takes 3–7 business days after dispatch, depending on your location, courier availability, and other operational factors.
Delivery timelines are estimates and may be affected by circumstances beyond our control.
32. Will I receive tracking information?
Yes. Tracking details will be shared through email, SMS, WhatsApp, or another available communication channel after your order has been dispatched.
33. What should I do if my order is delayed?
Check the tracking information shared after dispatch. If there is no update for an extended period, email help@soultara.me with your order number.
34. What happens if my order cannot be delivered?
If delivery fails because of an incorrect or incomplete address, an unavailable recipient, or repeated unsuccessful delivery attempts, the shipment may be returned to Soultara or the order may be cancelled.
Please contact our support team for information about re-delivery or the next available resolution.
35. Can I change my delivery address?
A delivery address may be changed only before the order is dispatched and is subject to confirmation.
Address changes are not possible after the shipment has been handed over to the courier partner.
36. Is my personal information secure?
Soultara takes reasonable measures to protect customer information and uses it to process orders, provide customer support, manage accounts, and improve the shopping experience.
For more information, please review our Privacy Policy.
37. Does Soultara share customer information with third parties?
Customer information may be shared with trusted service providers, such as payment gateways, courier partners, and technology providers, only when necessary to process payments, deliver orders, and operate our services.
38. How can I contact Soultara customer support?
For assistance with orders, shipping, cancellations, returns, or refunds, contact us through:
Email: help@soultara.me Phone/WhatsApp: +91 9833442441
Please include your order number whenever you contact us regarding an existing order.
39. What information should I provide when contacting support?
To help us resolve your request quickly, please provide:
- Your order number.
- Your registered name.
- Your registered email address or mobile number.
- A clear description of the issue.
- Relevant photographs or videos.
- The mandatory uninterrupted unboxing video for damaged, missing, defective, or incorrect product claims.
40. Can Soultara update these FAQs or policies?
Yes. Soultara may revise its FAQs, policies, processes, or service terms when required. The policy published on the website at the time of your request will apply, subject to applicable laws.
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