Refund & Return Policy

How to Initiate a Return

You can initiate a return directly through your Thesoulmate account.

If you check out as a guest, chat with us and provide your order number to begin the return process.

General Returns and Exchanges

At Thesoulmate, your satisfaction is our top priority. If you have any questions about your order, we're here to help.

We offer a 30-day return period from the date your order was delivered. Items must meet the following conditions:

Unworn or unused

Original packaging

Accompanied by proof of purchase

Once your return is approved, we will provide a prepaid shipping label and return instructions. Unauthorized returns will not be accepted.

Return Address:

1505 Pearl St, Boulder, CO 80302

Damaged or Defective Items

Please inspect your order upon delivery and contact us immediately if there are any damages, defects, or errors. We will process the return.

Examples of manufacturing defects include:

A clasp that doesn't close properly

Unusual discoloration (this doesn't include natural changes or tarnish over time)

A broken or improperly closed link or jump ring

Loose glass or crystals due to adhesive failure

You have 90 days from the shipment date to report a defect or request a replacement/refund.

Within 30 days: A refund will be issued to your original payment method.

After 30 days: A refund will be issued as store credit.

All Thesoulmate jewelry comes with a 60-day limited warranty on manufacturing defects.

Thesoulmate Items

Thesoulmate jewelry is custom-made just for you. Due to its personalized nature, there are no cancellations, returns, or refunds unless there is a manufacturing defect or the final product differs significantly from your preview. Minor variations are to be expected and add to the uniqueness of your piece.

Non-Returnable Items

We do not accept returns on the following:

Personalized products

Sale or clearance items

Gift cards

Earrings (for health and hygiene reasons)

Unsure if your item qualifies? We'll be happy to assist you by chatting with us online.

Exchanges

Need to exchange an item for another one? The fastest way is to return the original item and place a new order once your return is approved.

Refunds:

Once we receive and review your return, we'll notify you of the refund status. Approved refunds will be issued to your original payment method within 10 business days. Your bank or credit card provider may require additional time to process your refund.

If your return has been approved for more than 15 business days, please chat with us for assistance.

Items originally ordered through thesoulmate.club

Orders purchased on thesoulmate.club cannot be returned through Thesoulmate.

If you're unsure where your order was placed, please contact us and provide your order number.

Redirecting from thesoulmate.club

Going to thesoulmate.club will not automatically redirect you to thesoulmate.club.

For purchases, returns, or account management, please visit thesoulmate.club directly.