Refund policy

1. Right of withdrawal — 14 days

If you are a consumer, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

The period starts on the day you, or a third party designated by you other than the carrier, take physical possession of the products. Where an order comprises several items delivered separately, it starts on receipt of the last item.

How to exercise it. Write to info@buildyoursoul.com stating your order number and the products you wish to return. It is sufficient for your communication to be sent within the 14-day period; you may also use the model withdrawal form available in our Terms and Conditions of Sale.

Returning the goods. You must return the products within 14 days of communicating your withdrawal, to [RETURN ADDRESS]. Products must be intact, unworn, unwashed, with all labels and tags attached and in their original packaging. You are liable for any diminished value resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the product.

Costs. Return shipping costs are borne by you.

Refund. We will refund the full amount paid, including standard delivery costs, within 14 days of receiving your withdrawal notice. We may withhold the refund until we receive the products back or until you provide evidence of having sent them. The refund will be issued to the same payment method used for the purchase.

The right of withdrawal also applies to products bought on sale or on promotion. Only products made to your specifications or clearly personalised at your specific request are excluded.

2. Extended returns — 30 days

In addition to the statutory right of withdrawal, we offer you the option to return products for up to 30 days from receipt of your order.

This option is a commercial concession on our part and is additional to, and does not limit, the rights granted to you by law.

Conditions: products intact, unworn, unwashed, with labels and original packaging, together with a receipt or proof of purchase.

Return shipping costs: borne by you.

Refund method: for returns made after the first 14 days, the refund is issued as a store credit voucher of equal value, redeemable on the Site with no expiry date.

Exclusions: sale or promotional items and gift cards are excluded from the extended 30-day return option. This does not affect the 14-day right of withdrawal, which applies to those products as well.

3. Faulty, damaged or incorrect items

Please check your order on arrival. If a product is faulty, damaged in transit, or does not match what you ordered, write to us straight away at info@buildyoursoul.com, attaching photographs of the product and the packaging.

In these cases all return and reshipping costs are borne entirely by us, and we will arrange a replacement or a refund.

If the packaging appears damaged on delivery, please note a written reservation on the carrier's delivery note before signing: it helps us handle the claim.

All products are additionally covered by the 24-month legal guarantee of conformity from delivery. Further details are set out in our Terms and Conditions of Sale.

4. Exchanges

The quickest way to get a different size or colour is to return the item you have and place a separate new order. Given the limited-edition nature of our garments, we cannot guarantee that the replacement product will still be available while your return is being processed.

5. Refund timescales

We will let you know the outcome once we have received and inspected your return. If approved, the refund is issued to the original payment method within the timescales set out above. The time it takes for the funds to appear also depends on your bank or card issuer.

For any questions about returns: info@buildyoursoul.com

Last updated: 11 August 2026