Refund policy

Last updated: November 5, 2026

We want you to be happy with your Wild Soul order. If something is not right, write to us at customerservice@wsoul.co with your order number. We reply within 1 business day.

You keep the item

We do not take physical returns. In every case below, you keep the item you received and there is nothing to send back. This policy covers every item in our store, including items bought on sale.

1. Size, fit or change of mind

If an item does not fit or you changed your mind, contact us within 7 days of delivery and send a photo of the size label inside the item. You can choose:

  • Exchange: we send the item in another size for 50% of the price you paid for it, with free shipping, subject to availability.
  • Partial refund: we refund 25% of the price you paid for the item, and you keep it.

Before ordering, check the measurements on each product page. If you are between two sizes, write to us and we will recommend one.

2. Right of withdrawal (European Economic Area and United Kingdom)

If your order was delivered in the European Economic Area or the United Kingdom, you can withdraw from your purchase within 14 days of delivery, for any reason. Tell us by email with a clear statement, for example: "I withdraw from my order #____ received on ____." You can also use the model form at the end of this policy.

We refund the price of the item and the standard shipping you paid, to your original payment method, within 14 days of receiving your request. If you chose a faster shipping option, we refund the cost of standard shipping. You do not need to send the item back.

3. Damaged, defective or not as described

If an item arrives damaged, has a defect or is clearly different from its description, contact us within 7 days of delivery. Send a photo or short video of the issue and a photo of the size label. You can choose:

  • a replacement of the same item, at no cost to you; or
  • a full refund of the price you paid for the item.

Customers in the European Economic Area and the United Kingdom keep their legal rights for faulty goods beyond these 7 days.

4. Wrong or missing item

If you received a different item, color or size from the one you ordered, or an item is missing from your parcel, contact us within 7 days of delivery. Send photos of the item, its size label and the shipping label on the package. We will send the correct item at no cost or refund the price you paid for it in full. You keep the item you received.

5. Late or lost orders

You can follow your order with the tracking link in your shipping confirmation email. If tracking shows no movement for 20 days, or your order has not arrived 45 days after it shipped, we will send a replacement at no cost or refund your order in full.

If tracking shows your parcel as delivered but you cannot find it, please check with your neighbors, your building office and your mailbox, then contact us within 7 days. We will open a claim with the carrier and, if the parcel does not turn up within 7 days, we will send you a replacement.

6. Duties and import taxes

Duties and import taxes are prepaid on our orders. If you are asked to pay any of them on delivery, send us the receipt within 7 days and we will refund that amount in full.

7. Cancellations

You can cancel your order for a full refund until it ships. After it ships, the options in section 1 apply.

If we cannot ship your order within the processing time in our Shipping Policy, we will let you know, and you can choose to wait or to cancel for a full refund.

8. Incorrect or incomplete address

If a parcel cannot be delivered because the address given at checkout was incomplete or incorrect, we can ship it again to a corrected address. The new shipping cost is paid by the customer. See our Shipping Policy for details.

9. How refunds are paid

Approved refunds go back to your original payment method within 2 business days. Depending on your bank, they can take 5 to 10 business days to appear on your statement.

10. Before opening a dispute

If something went wrong, please write to us before opening a dispute with your bank or PayPal. We usually resolve cases within 2 business days, much faster than a dispute.

11. Your legal rights

This policy does not limit any rights you have under the consumer laws of your country.

Contact

Wild Soul Co. is operated by WildSoul International LLC.
Email: customerservice@wsoul.co

Model withdrawal form

(Complete and send this form only if you wish to withdraw from your purchase under section 2.)

To: WildSoul International LLC, customerservice@wsoul.co

I hereby give notice that I withdraw from my contract for the sale of the following goods:

  • Order number:
  • Ordered on:
  • Received on:
  • Name:
  • Address:
  • Date: