Veelgestelde Vragen (FAQ)

Frequently Asked Questions (FAQ)

Below you'll find answers to some frequently asked questions about Soulgems. If your question is not answered here, please do not hesitate to contact us via email or WhatsApp.

 

Order

1. How do I place an order with Soulgems?

To place an order, select the product you want, add it to your cart, and follow the simple ordering process.

2. Can I change or cancel my order after I've placed it?

 If you wish to cancel or modify your order, please contact us within 24 hours of placing it due to the shipping process. After this period, you will need to return the package yourself. For more information, please visit our Return policy

 

Shipping

3. Where does Soulgems ship to?

We currently only ship within Europe. If your country is not available during checkout, please contact us for more information.

4. What are the shipping costs and delivery times?

Please see our Delivery information for information on shipping costs and delivery times.

 

Payments

5. What payment methods does Soulgems accept??

We accept a variety of payment methods, including iDEAL, credit card, PayPal, Bancontact, Sofort, SEPA Bank Transfer, Apple Pay and Klarna. See our Payment options for more information.

6. Is my payment safe at Soulgems?

Yes, all payments are processed through Mollie, a reputable payment provider that meets the highest security standards.

 

Returns & Exchanges

7. What is Soulgems' return policy?

Please see our Return policy for information on our return policy and how to return an item.

8. Can I exchange an item for another product?

Unfortunately, we are unable to offer direct exchanges. If you would like a different product, please place a new order and follow the return process for the original item.

 

Contact

9. How Can I Contact Soulgems Customer Service?

You can reach us by email on info@soulgems.eu or via WhatsApp on +34603495723.

10. What are the opening hours of customer service?

Our customer service team is available from Monday to Friday, from 14:00 to 20:00 (local time). We aim to respond to emails within 24 hours and to messages via WhatsApp within 1 hour.