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FAQ'S

To know the current status of your order please log into your account on Soulesence and go to MY ORDERS section. Click on the button Track Order next to the order that you wish to track.

Due to unforeseen circumstances, it is possible that your order might get delayed. We will send you an email/SMS informing you about the delay along with the new expected delivery date. Visit the MY ORDERS page in your account and click on Track Order to get real time status of your order.

Once your order is confirmed and processed, you will receive confirmation of your order via E-mail/SMS advising you on the estimated date of delivery. To check the current status of your order, log onto your account on Soulesence and go to MY ORDERS section.

Order verification is done by Soulesence for all cash on delivery orders. It is a backend process to ensure authenticity of the order placed and to make sure there is no inconvenience caused to the customer.

Processing: We have received your order and we have forwarded to the seller.
Approved: Order has been packed by the seller and ready to be picked up by the courier partner
Shipped: Your order has been dispatched and is on its way to you.
Delivered: Your order has been delivered to the delivery address successfully.
Transaction Declined: If any error occurs in Payment Gateway.
Can not Process: By any reason, seller don’t want to process the order.

 

 

 

You can find out if Soulesence delivers to your location by entering the pincode in the “Estimate your shipping” mentioned in the Shopping Cart. We are updating the list of serviceable PIN Codes, so if delivery option is not available right now, please come back to see if this has changed.

Shipping and delivery charges are particular to a product and have been mentioned on each product page. The charges will vary depending on your location. For some products on Soulesence, the shipping and delivery is provided free of cost.

 

We usually deliver items quickly and efficiently. We currently do not have express delivery service.

Once your order is confirmed and processed, you will receive a shipment notification via E-mail/SMS advising you on the estimated date of delivery. You can also TRACK ORDER online. 

Soulesence believes in making your shopping experience perfect. However, if you receive an open or a tampered package, please do not accept it. Call the Customer Support numbers to report this concern immediately. On receiving this report we will look into it. 

Shipping refers to packing and dispatching of your order. While placing an order, you will find a shipping timeline on the products displayed on the website (e.g. Estimate 5-7 days). This refers to the number of working days it will take to dispatch the product from our end. The delivery is dependent on the address specified for the order.

 

Please check if your order contains items with different delivery times. They will be shipped to you separately. The expected delivery date of each item will be communicated to you before your order is shipped. If your missing item was part of a combo/set, let us know. Write to us at support@soulesence.com

 

The courier companies usually make three attempt to deliver your order. In case you do not receive your order, please do write in to us at support@soulesence.com

To know the current status of your order, please log into your account on Soulesence and go to MY ORDERS section. Click on Track Order next to the order that you wish to track. 

 

Unfortunately, we do not deliver products internationally at this point in time. However, you can place your orders to India from any part of the world.

If you wish to cancel your order, please follow these steps:
1) Find your order on in the MY ORDERS section on our website 
2) Click on the Cancel link against the product you wish to cancel
3) Our Customer Care Representative will get in touch with you 
 

Order can be cancelled within 24 hours of placing the order. Visit MY ORDERS and click on Cancel against the relevant item. 

If you are not able to see a Cancel option in your My Orders section against a product:

1. Then 24 hours must have passed since the order was placed. To check the delivery date go to MY ORDERS section. 

2. Product could be a non-cancellable product

If you are unable to cancel the order you can write to us at support@soulesence.com or call us on the Customer Support numbers. 

 Your order may have been cancelled because of any of the following reasons:

  • Non-availability of the product(s)
  • Inaccuracies or errors in pricing information
  • Problems identified by our fraud detection department
We may put additional checks and verifications or seek more information before accepting any order. We will contact you if all or a part of your order is cancelled or if additional information is required to accept your order.
 

If you placed a single order with multiple items, you can individually cancel delivery of any of them. However, an item can’t be cancelled individually if it is part of a combo or clubbed with another item. Products which are part of a promo, cannot be cancelled.

 

If you want to replace a product on Soulesence, please call on Customer Support number within 7 days of delivery. 

If you want to replace a product on Soulesence, please call on Customer Support number within 7 days of delivery. 

Once pickup is completed, we process an item through our quality team and initiate the replacement process. You will receive an email and SMS with your replacement item’s details and delivery timelines.

 Soulesence gives you the option to replace/return your item within 7 days of delivery. You can return your item if:

  • You are dissatisfied with the quality
  • You need a different size/fit of the item
  • You received a damaged/defective/incorrect item
All items to be returned or replaced must be unused and in their original condition with all original tags and packaging intact. Return/Replacement will be initiated ONLY IF the original packing, tags, etc. are present along with the returned item. Courier will not pick up the item in absence of the above.
Click here to read our policy for complete terms and conditions.

Soulesence’s courier partner’s has pick up for most PIN codes where we deliver.

If you placed a single order with multiple items, you can individually return/replace any of them. However, an item can’t be returned/replaced individually if it is part of a combo or clubbed with another item.

 

We ensure customer satisfaction at all times. In case you receive a wrong item, please call on Customer Support number within 7 days of delivery.

Soulesence offers to replace/change size for apparel and footwear. You can get the size exchanged within 7 days of item delivery. Ensure that the original tag and packaging is intact. Call on Customer Support number within 7 days of delivery to place replacement request. 

 

 

Absolutely! You can return these items within 7 days of delivery. Ensure that the original tag and packaging is intact. Call on Customer Support number within 7 days of delivery and we will look into it at the earliest.

 

When the delivered product has a physical damage, is defective or is not working as per the description given in the website, the product can be returned as a faulty product.

Our courier partner’s take utmost care to deliver the product to you safely. In case you receive a damaged item, you can return/replace it within 7 days of delivery. If on delivery, you can see that the item has not been packed properly, don’t accept delivery.

If you receive an item which differs from its description on Soulesence, please call on Customer Support number within 7 days of delivery and we will look into it at the earliest. 

You will have to courier us the product only in rare cases when our courier partners are unable to pick it up from your location. Courier charges paid by you will be reimbursed by us on submission of the Airway bill/courier receipt.

Majority of items on Soulesence are eligible for return. The following items are not eligible for return/replacement:

To maintain our high standard of hygiene and professional service, we shall accept returns of all items except the following:

  • a) Lingerie - briefs/ bottom wear
  • b) Socks
  • c) Cosmetics/Beauty Products
  • d) Free items
  • e) Consumable Products like food and beverages, bath and beauty Products and bulky items like furniture/statues/paintings/temples (mandir)
  • f) Custom stitched Products cannot be returned
  • g) Products that are sold as packs cannot be returned as individual items
  • h) In the interests of hygiene, we may refuse returns where it’s obvious that the item has been worn, washed or soiled

If the product bought on Soulesence comes with a free gift, you will have to return it along with the product you have raised return request for.

Don’t worry! If you are not satisfied with the quality of the item*, you can return/replace it within 7 days via MY ORDERS. We will arrange to pick up the item. Once the item is passed through our quality team, we’ll initiate refund/replacement per your request.

*Not all items can be returned/replaced if you are dissatisfied with quality. Please click here to read our return policy in detail before initiating your return/replacement request.

You can re-activitate your order within 2 days by calling us on our Customer Support numbers and we will process your order with the same order number. 

It is unlikely that you will repeatedly receive a faulty item as we focus on the quality of the items sold on Soulesence. Please email us at support@soulesence.com  and let us know in case this happens and we will look into it immediately. 

For all cash on delivery order, payment will be refunded by cheque. 

For prepaid orders, once pickup is completed, we will process your item through our quality team and will initiate your refund. Once refund is initiated, it will be credited to your card/account. For cash on delivery, once pickup is completed, we will process your item through our quality team. We will credit your amount will send you a cheque of the refund amount.

If you cancel your item before it’s shipped, we will take up to 15 business days to refund the amount to the card/account you paid with.

Prepaid orders will be refunded to the original card/account used for payment. For cash on delivery orders, we will send you a cheque for the amount.

Sorry! We will not be able to refund Credit/Debit car, Net Banking or Cash on Delivery transactions to any bank account. Refund amount will be credited to the same account from where the payment was made. Incase of Cash on Delivery, refund will be made by cheque.

You can use any one of the following payment methods:

  • Credit card (Visa/ Master/ Amex)
  • Debit card (All leading bank debit cards)
  • Net Banking (For all leading banks)
  • Cash on Delivery (Available on select pincodes and products)

For most of the products, COD is available. If COD is available for the product, this information is indicated on the product page. 

Absolutely! You can make use of our Cash on Delivery option. By selecting this payment option, you are required to pay money on the actual delivery of your product(s).

There are no extra charges other than the item cost mentioned on its page. Your total bill amount will be displayed at the time of making the payment and before your order is placed. You can pay through credit card, net banking, debit card, Balance or cash on delivery. You are not required to pay any amount in excess of what is mentioned on the invoice.

Absolutely! You can complete your purchase by either of the following modes of payment:

  • Internet banking - You may use your internet-enabled bank account to make the purchase online.
  • Cash on delivery - You may choose to pay money on the actual delivery of your product(s). However, this option may not be available for every product.

Sorry, we cannot accept cheques. We accept only Cash and request you to make cash payment on delivery for certain products only.

We recommend you register on Soulesence so that you can enjoy all the benefits of being a member. You can shop using your email id and mobile no. 

Follow these instructions if you face an issue logging in:

  • Check your login details. Your username is the e-mail address you used for registration.
  • Ensure that your web browser accepts cookies.
  • If you have forgotten your password, reset your password using the ’Forgot your Password’ link on the sign-up page.
In case the system is undergoing maintenance, please try logging in again after some time. If you are still unable to access your account, please email us on support@soulesence.com and we will resolve the issue at the earliest.

Do not worry! We are absolutely committed to safeguarding your personal information. The personal information collected is done to enable us to send you the products you have ordered and to validate your identity, as well as to provide us with a way to get in touch with you if the need should arise. We follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorized access. We do not pass on, trade or sell your personal information to anyone. In case you need more details please go through our PRIVACY POLICY.

There are many benefits to creating a Soulesence account. You can access all of the following:

  • My Orders: Manage all your orders quickly and easily. You can view orders, track them and cancel them.
  • My Wishlist: Browse through all your shortlisted items
  • Reviews & Rating: Write reviews and rate product that you have purchased through Soulesence. Your honest review will help other buyers like you. 

Creating an account on Soulesence is absolutely free. There are no registration charges. 

You can unsubscribe from our emails by clicking the ’Unsubscribe’ link at the bottom of the promotional email you have received from us. Please share your reason(s) for unsubscribing so that we can examine it and serve you better in future.

There is no expiry date for your account on Soulesence. You can enjoy shopping on our site and discover promotional offers from time to time. 

Follow these steps to reset your forgotten password: 

  • Click on ‘My Account’ by clicking on the profile icon at the top right corner of Soulesence.
  • Click on the ’Forgot password?’ link. 
  • Enter your registered e-mail address and we will send you a security code to reset your password to your registered email id.
  • Enter the code and set a new password for yourself.

Not at all. You can save the items you like in your wishlist for as long as you want so that you do not waste time searching for them later. Please note that the price and availability of items remain subject to change. Your wishlist serves only to remind you of items that you want to buy.

Promo or Promotion code is a discount coupon code feature of Soulesence using which you can avail discounts on your purchase. Promo code can be applied while processing payment.

Reviews is a feature provided by Soulesence wherein you can share your purchase experience on a broad platform. Post the pros and cons of a product or services. Your reviews will help buyers like you to make buying decisions.  

Seller Zone is a unique feature of Soulesence which enables you to start selling products directly on our website. You need to register online and within a few hours you can start selling your products, reaching customers located in different parts of India.

If you require any assistance, please click on the Customer Support link in the top right corner of the page. Alternately you can email us on support@soulesence.com.

When you write a review, it helps customers choose a product wisely. Please note these points while writing a review:

- Product centricity: Concentrate only on product feedback and DO NOT include service or seller feedback. Reviews with such content will NOT BE made live.
- Simple language: Keep the language simple, light and in your own words.
- Be crisp: If the details run long, break the review into readable short paragraphs and bullets.
- No profanity/copyright information: Profanity, copyrighted or copied content must be avoided.
- Share your experience: Explain what you liked and disliked about the product. The most helpful reviews are the ones that help readers know exactly what to expect.
- Pros & cons: Include appropriate pros & cons to give a quick summary of your review to the reader. 
- Best usage: Mention best uses of the product and why one should buy it. 

We encourage our customers to share their shopping experience with larger audience by writing reviews. Go to my account and click on review section. 

We welcome you to join Soulesence as a seller. You need to fill a form and within few hours you can start selling your products on Soulesence. Click here to fill the form.

You cannot change delivery address once the order is place. The change is only possible before placing the order.

Currently, this option is not available for Soulesence purchases. You can only open the package once you have made the full payment for your order.

You can find out if Soulesence delivers to your location by entering the pincode in the “Estimate your shipping” mentioned in the Shopping Cart. We updating the list of serviceable PIN Codes, so if delivery option is not available right now, please come back to see if this has changed.

Shipping and delivery charges are particular to a product and have been mentioned on each product page. The charges will vary depending on your location. For some products on Soulesence, the shipping and delivery is provided free of cost.

Shipping time varies depending upon the location of the vendor & serviceability of the couriers in that area. It can take more than one day to be handed over to the courier by the vendor.

Soulesence currently has Aramex Courier’s  and Fedex as official courier partner. Once your order is handed over to the courier, you will receive shipping details via email and SMS. We do not offer the option to choose your preferred courier. However, we will inform you when such services are rolled out in future.

Your order is fulfilled by the seller directly, so it will be shipped by the seller between the estimate number of days mentioned on the product detail page. In all cases, your item will be packed in secure and sealed packaging and will be delivered by our courier partner.

Once the order is shipped, you will get an email and SMS. To know the current status of your order please log into your account on Soulesence and go to the MY ORDERS section. Click on ’Track my Order’ and enter your order number. 

 

The courier will make more than one attempt to deliver your order. When they return an undelivered package to us, you will be issued a refund (excluding shipping charges, if any). Orders that are returned to us as undelivered cannot be re-shipped. If you would still like to purchase items that could not be delivered, you are welcome to place a new order on our website.

A package is sometimes deemed undelivered due to one of the following reasons:

- Incorrect address. You may want to remove an incorrect address from your account for future purchases.
- Other address problems: In rare cases, it is also possible that the address became unserviceable during the shipping process.
- Failed delivery attempts: The courier will return the package to us if nobody is available to accept the delivery after multiple attempts. 

When your order is out for delivery, the personnel from the courier company will have your contact details. They will calll you before making an attempt to delivery your product. At that time you can specify your preferred delivery time.

Currently this service is not offered. Different vendors could be located in different cities and it might not be possible to club the delivery of all products together as this may delay the delivery. We ship products as and when they are packed and ready to be handed to the courier.

All items are carefully & safely packed and sealed to ensure that they are not damaged enroute. Our delivery partners are trained to handle your precious cargo with extreme care.

It is possible that the seller is located in a different city and the increase in price could be because of increased shipping costs and other government charges. 

Depending on the type of product, insurance is provided by the seller.

Grooviest Exhibitions in Town

Soulesence.com, a venture of Mumbai based Green Wallet Services Pvt. Ltd. is an online marketplace that connects skilled craftsmen, micro and small entrepreneurs with buyers. Soulesence.com was started with an idea to make available to woman products that emphasize on her essence and appeal to her soul. Soulesence.com is a shopping destination for internet users across India delivering to multiple cities and towns.

Soulesence, offers sellers a robust and scalable E-Commerce platform along with a host of services that help a seller to have their own store and products listed on Soulesence.com. Sellers can manage their store from anywhere and at any time through any device that is connected to the internet. It also provides a host of other services to its sellers. Start your.

To buyers of modern Indian craft it makes available a trusted and safe online shopping environment with a variety of products in various categories like Clothes & Accessories, Jewellery, Home & Living, Kitchen & Dining, Bath & Wellness, entrepreneurial journey with Soulesence.com by filling a simple registration form Office Accessories, Gardening and Gourmet.