Overview

At The Wooden Soul, we offer both ready-made and custom-crafted products tailored to your specifications. Our process involves preparing ready-made items for shipping and commencing custom orders only after payment is received.

Order Cancellation:

• Within 24 Hours: You may cancel your order within 24 hours of booking for a refund, subject to a 20% deduction (payment gateway charges)
• After 24 Hours: If you cancel your order while it is being manufactured, a 30% fee of the order value will be charged, with the remainder refunded
• After Shipping: If you cancel your order after it has been shipped, a deduction of up to 50% (depending on location and situation) will apply.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Product Exchange Policy:

• You may request a product change within 48 hours of placing your order or before manufacturing begins.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at sales@thewoodensoul.com for questions related to refunds and returns.