Refund policy

What's your return policy?

Most of our products are personalized and made to order, so we can't offer returns or exchanges unless the items you receive are not what you expected. We strive to provide a 100% customer satisfaction guarantee, so please reach out to us if you have any issues with your order!

Do you offer refunds?

Refunds are only offered to customers who receive the wrong items or damaged items. If any of these apply, please get in touch with us at info@heirloomsoul.store with photos of the wrong/damaged items, and we'll sort it out for you as soon as possible. We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@heirloomsoul.store.

Can I cancel my order?

All orders are processed within 12 hours of placement. Once the production team has started, we cannot cancel.

Please understand that we're a two-person team just starting out, so when you insist on cancelling your order and demanding a refund, it means we'll have to eat the charges and pay out of our own pocket. Most of our products are also personalized, so we can't resell them. Thank you for understanding and supporting our small business!

Can I exchange an item for a different size/color?

At this time, we don't offer exchanges. If you're unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.

Though rare, it's possible that an item you ordered was mislabeled. If that's the case, please let us know at info@heirmloomsoul.store within a week after receiving your order. Include your order number and photos of the mislabeled item, and we'll send you a new one or issue a refund!

You can always contact us for any return questions at info@heirloomsoul.store.