We understand that purchasing online can sometimes be difficult, and occasionally a garment may not feel quite right once it arrives.
Each SoulSong piece is thoughtfully handmade using traditional textile techniques including hand block printing, weaving, embroidery, natural dyeing, and vintage textiles. Because of this, slight variations, irregularities, and imperfections are considered part of the beauty and individuality of handmade clothing.
We kindly ask that you read the information below before lodging a return.
The Nature of Handmade Textiles: Our hand block printed, hand woven, hand stitched, and naturally dyed garments are created slowly by skilled artisan hands using traditional techniques passed down through generations.
Unlike factory-made garments, these pieces are not designed to be perfectly uniform. Slight print variations, tonal irregularities, small imperfections, or subtle markings are all part of the character and authenticity of genuine handmade textiles.
These details are not considered faults, but part of what makes each garment unique, individual, and full of character.
We don’t create factory-perfect replica prints. Every SoulSong piece carries the individuality and character that only handmade textiles can bring.
Vintage Textile & One-of-a-Kind Pieces: Our Vintage Kantha Jackets, Vintage Sari Blouses, and other one-of-a-kind vintage textile garments are created using carefully sourced vintage fabrics and embellished textiles that carry a story of the past.
Due to the nature and age of these textiles, visible wear, fading, patching, irregular stitching, marks, and imperfections are expected and form part of their individuality and charm.
These characteristics are not considered faults.
RETURN ELIGIBILITY
Returns must be lodged within 14 days of receiving your order, and returned to us within 14 days of Return Approval via our Returns Portal.
We recommend trying garments on as soon as they arrive to ensure return requests can be lodged within the required timeframe.
FULL PRICED ITEMS
Full priced items ,or, full priced items purchased with the 15% Off Welcome Code are eligible to be returned for a:
- Refund (*excluding the Refunds Exclusions list below)
- SoulSong Store Credit
Exchanges
Rather than processing direct exchanges, we issue an online store credit once your return has been received, allowing you to purchase another size, colour, or style. If you'd like us to hold a particular item while your return is in transit, simply let us know.
REFUND EXCLUSIONS
Please note that the following items are NON REFUNDABLE and eligible for a STORE CREDIT ONLY.
Vintage Textile garments | One-of-a-kind pieces | Hand Knits
ITEMS PURCHASED DURING A PROMOTION
Full priced items purchased during a promotional period with a discount code of 20% or more are eligible for a SoulSong Store Credit only.
*includes 20% off New Website Celebration Sale
*includes 25% off Mid-Year Sale
CLEARANCE ITEMS
Clearance Sale items (any items permanently marked down from their original RRP) are final sale and are not eligible for return, exchange, refund, or store credit.
This does not affect your rights under the Australian Consumer Law. If an item is deemed faulty, not as described, or as failing to perform as expected, we will offer to repair, replace, or refund the value paid for the item.
Any Clearance items returned to SoulSong without approval and/or are not deemed faulty, not as described, or as failing to perform as expected, will be sent back at the customer’s expense.
Please note: Promotional/Discount vouchers cannot be used on Clearance Sale items, unless stated otherwise.
IN-STORE PURCHASES
In-store purchases are eligible for store credit only.
RETURN CONDITIONS
To be eligible for return, garments must be unworn, unwashed, unaltered, and in original condition, neatly folded, with all original tags and swing tags attached, and placed inside the recycled Vintage Sari carry bag provided.
HOW TO LODGE A RETURN
All returns must be submitted through our Returns Portal.
Once your return has been lodged, changes or adjustments cannot be made to the request, so please ensure all details are correct before submitting.
PROCESSING TIMES
Returns are generally processed within 7 business days of arriving back to us.
Once approved:
- refunds will be returned to your original payment method
- store credits will be issued via email
RETURN SHIPPING
FREE return postage is available for STORE CREDIT returns on Australian orders.
Returns for refund have a $12 return postage fee, which will be deducted from the refund balance, or, can be sent back at the customer’s own expense using their preferred postal method. Applies to Australian orders only.
Return shipping costs for all international orders are the responsibility of the customer.
We recommend using a tracked postal service, as returned items remain the responsibility of the sender until received by us.
Slow Fashion & Thoughtful Making
Our manufacturing process embraces sustainability and respects the artisans, their families, and communities. We don’t work to unrealistic production deadlines or mass-manufacturing methods - this is slow fashion.
Every SoulSong garment carries the time, care, and character of something truly made by hand.
Important Information:
While we always aim to be fair and understanding, we do monitor return activity. In cases of repeated or excessive return activity, SoulSong reserves the right to restrict or decline future returns.
If you’re unsure about sizing, fit, or fabric feel before purchasing, we’re always happy to help at info@soulsong.com.
