Customer Care
Customer Care
At Soulla, care doesn’t end with your purchase—it begins there. From the moment you arrive here to the moment your piece becomes part of your ritual, we’re with you. Whether you’re choosing your size, tracking your order, or making a return, this space is here to support you—gently, clearly, and with intention.
Sizing & Fit
Our pieces are intentionally designed to move with you—through your cycle, your seasons, your everyday rhythm. The fabrics are soft, forgiving, and made to support your natural shape, not restrict it.
We know bodies aren’t one-size-fits-all, and we celebrate that. Use the chart below as a guide, but if you’re between sizes or unsure, just reach out. We’re happy to help you find what feels right.
Size Guide
Our designs are naturally adaptable—cut to move with your body and support how you feel, not just how you look.
Questions about fit? Email us at hello@soullacollective.com and we’ll guide you gently.
Shipping & Delivery
Each order is packed with care and intention, using eco-conscious materials. We ship from both Bali and Portugal depending on your location and the piece you order.
Worldwide Shipping
Processing Time on ready items: 2-5 business days
Processing Time on pre-order items: 10-14 business days
International Express Shipping: 5-10 days
Local Shipping: 1-3 days
Please note: Shipping times may vary slightly due to customs or global delays. We appreciate your patience as your parcel makes its way across oceans to reach you.
Tracking
As soon as your order is on its way, you’ll receive a confirmation email with tracking details
Returns & Exchanges
We know that alignment takes time. If something doesn’t feel quite right when it arrives, we welcome returns or exchanges within 14 days of receiving your order.
✨ Return Guidelines
Items must be unworn, unwashed, and in original condition with tags attached
Returns are for store credit or exchange only
Sale items are final sale
Return shipping is the responsibility of the customer unless your item is faulty
To start a return, email hello@soullacollective.com with your order number and reason for return. We’ll guide you from there.
♻️ We’re a small-batch label. Every return affects not just our business, but our impact. If you’re unsure about a piece, please message us first—we’re always here to help you choose mindfully.
Frequently Asked Questions
Do you offer refunds?
We currently offer store credit or exchanges only. This helps us minimise waste and stay aligned with our slow-fashion values.
What if I received the wrong item or something is faulty?
We’re so sorry. Email us within 48 hours of receiving your order, along with a photo and your order number. We’ll fix it as quickly and kindly as possible.
Can I return something bought with store credit?
Yes—items purchased with store credit are eligible for one exchange.
How should I care for my piece?
We recommend cold hand washing or a gentle machine wash with similar colours. Air dry in the shade. Do not bleach. Love your garment and it will love you back.