Refund, Return & Cancellation

How can we help?

Here at First Soul, we really hope you’re happy with your order but we understand that sometimes things don’t work out.

Damaged items

If all or part of your order arrives damaged, please contact us via email as soon as you can and please supply us with:

  • Photos of the damage
  • Your order number.

If you are happy for us to send a replacement out we will do so, or alternatively we will offer you a full refund. This must be done within 2 working days of you receiving your order.

Refunds

If you would simply like to return your order for a refund, please notify us in writing by emailing us, you must do this within 14 working days of receiving your order. If you have gone over the 14 days, please still email us as we still may be able to help.

Please note, it is your responsibility to return the item to us, we do not provide free returns, unless the item is damaged or faulty.

Please ensure you send it back to us using a tracked service as we cannot be held responsible if the return gets lost.

Returns

All returns must be sent back to us in the same way that you received them, in their original packaging to prevent any damages in transit. The item must be unused and undamaged.

You can return your order to us using any tracked service, alternatively please contact our team and we can arrange for the return to be collected from your home by DPD.

Furniture Returns

Please email us on hello@firstsoul.co if you would like to arrange a furniture return. We will arrange this if the furniture is damaged or faulty, however if it is being returned for any other reason you will need to cover the returns costs.

Cancellation Policies

  1. If you have to cancel an order, please do so within 24 hours of placing the order. It is NOT possible to cancel part of your order. We recommend you cancel the entire order and re-purchase required quantity to simplify the transaction.
  2. If you cancel your order before your product has shipped, we will refund the entire amount subject to deduction of charges if any and whereas you cancel your order after the shipment but before receipt of the item, the same will be liable for deduction of the two-way shipping costs.
  3. All cancellations are subject to a cancellation charge/bank transaction charge of 5%of your total order value. 
  4. There are circumstances when the company might have to cancel a particular order.
  5. Your receipt of an electronic or another form of order confirmation does not signify our final acceptance of your order and www.firstsoul.co reserves the right at any time after the receipt of your order to accept or decline your order for any reason.
  6. Although our online stock inventory is programmed to update automatically, www.firstsoul.co reserves the right at any time after receipt of your order, to inform you via telephone or email or mobile text about a shortfall in the quantity you ordered of any item. In all such cases, we have the right to either supply you less than the quantity you ordered or cancel your order with prior notice to you.
  7. If an order is to be cancelled after shipment, the individual return policy of the vendor applies. A return fee is charged by vendors in most cases.