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- Help & FAQ
Frequently Asked Questions
If you can’t find the answer to your question, please contact us at: info@soulovestone.com
Orders typically ship within 2–4 business days, though some process in hours. Once processing starts, we can’t cancel them.
Email us immediately with your cancellation request—we’ll try our best to help, but it depends on timing.
If you’ve already gotten a confirmation email, cancellation might not work. No worries—you can request a return or exchange after delivery!
Sorry your item arrived damaged! Items can occasionally get damaged in transit—we’ll take care of it.
Email us a photo of the damage, and we’ll send a replacement ASAP!
After placing your order, you’ll get a confirmation email with your tracking number and a link to track it.
Tracking updates may take up to 24 hours to show up—if you don’t see movement right away, just check again later.
Most orders show shipping progress 3–4 days after purchase—click the link in your confirmation email to see updates.
To cancel, email us at info@soulovestone.com right away—include your order number and reason for cancellation in the message.
Orders can only be canceled before shipping. If yours has already shipped, check our return policy for next steps.
Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.
If no one was home at the time of delivery, the carrier will leave the package in a safe location.
Be sure to check around your home and with neighbors/building management who may have collected the package for you.
Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package, please reach out to the carrier.
If you need additional assistance, please email our team.
We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.
Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!
To apply a promo or discount code:
·Proceed to checkout and enter your code in the ‘Discount Code’ field.
·Click ‘Apply’ to see your new total before finalizing your order.
·Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
Please note that we will not be adjusting discount amounts after the order has been placed.
Of course! We believe high quality gemstones hold higher vibrations. That’s why all of our products are made with the highest quality gemstones we can find. Grade AA or better!
Orders Ship within 2-4 Days and should arrive within 7-21 days depending on Customs and Freight Delays using DHL or other International Carriers Shipping fees, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.
For additional questions about our shipping policy, please contact us at info@soulovestone.com
We do ship to most countries, however, there are a few that we are unable to send to.
Please note that international shipments can take up to 21 days.
If you have been waiting for more than 21 to receive your order, please get in touch with our team to investigate the issue.
Free shipping only applies to orders over $85 AFTER discounts are applied. (US orders Only)
International Shipping: International shipping cost is calculated at time of checkout.
Delivery times vary depending on the destination and the shipping method selected.
Orders Ship within 2-4 Days and should arrive within 7-21 days depending on Customs and Freight Delays using DHL or other International Carriers.
Lost packages
We strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at info@soulovestone.com with your order number and any relevant details.
Damaged packages
We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at info@soulovestone.com within 72 hours of receiving the order and include photos of the damaged items or package.
We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.
Our return policy allows returns for products purchased in the last 30 days.
If you’d like to proceed with a return, please visit our Return Portal.
Once your request is approved, you will receive a prepaid return label via email. All returns must be approved and processed with our company-issued return shipping label to ensure proper tracking and processing of the return.
You can expect your refund to be processed within 14 business days or fewer after our returns department receives the return.
Yes, we offer refunds and exchanges within 30 days of purchase. To be eligible for a refund or exchange, items must be returned in their original condition, with all tags and packaging intact. Please note that Final Sale items are not eligible.
Refunds will be processed to the original payment method within 14 days of receiving the returned item.
Once your return has been received and processed, you will be notified via email when the refund has been issued.
Please allow up to 14 business days for the refund to reflect in your account.
Our return policy allows returns or exchanges for products purchased in the last 30 days.
Please note that Final Sale items are not eligible for return.
You can expect your refund to be processed within 14 business days or fewer, after our returns department receives the returned item.
If you’d like to start a return, please visit our Return Portal
