The Souled Store - Frequently Asked Questions (FAQs)

Comprehensive customer support information for The Souled Store, covering gift cards, returns, exchanges, shipping, orders, payments, and membership benefits.

Gift Card FAQ

What denominations are gift cards available in?

Gift cards are currently available in denominations of INR 2000.

How do I use my gift card balance?

There is a scratch code at the bottom right of your gift card. Scratch it to reveal a 16 digit code. You can use the code at any of our retail stores or online to redeem the voucher amount against one order only.

For online purchases:

Head to your cart page
Enter the code in the Gift Voucher section
Click apply

For retail store purchases:

Ask the store staff to use your gift code at the time of billing
The store staff will ask for your number to generate an OTP
This OTP is compulsory for us to validate the usage of your gift card
Please provide the OTP for redemption

How are returns processed against gift card purchases?

Whenever you return a product purchased by our gift card, the order amount up to INR 2000 (gift card value) will be credited back to the gift card. Please retain your gift cards in case of return so that you can reuse the card after the return has been processed. Any balance order amount over and above the gift card value will be credited back to the original purchase method or TSS Money according to your choice.

How long are my gift cards valid for?

All Gift cards are valid till October 2026.

Are gift certificates refundable?

Gift certificates are non-refundable.

Sale Terms & Conditions

Sale Period

Sale starts on 00:00 on 29th November and ends on 2nd December, 23:59.

Cash On Delivery Availability

COD will not be applicable on certain pincodes.

Sale Channels

Sale active both online and offline for the defined period.

No Refund Policy

All purchases made during festival sales, promotional events, or pop-up stalls are strictly non-refundable
This policy applies to both online and offline purchases made during such events

Exchange Policy (Case-by-Case Basis)

Exchanges may be allowed only in exceptional cases and at the sole discretion of The Souled Store
Requests for exchange must be made within 48 hours of purchase by contacting our customer support team
The product must be in unused, original condition, with tags intact and proof of purchase provided
If approved, exchanges will be subject to stock availability and may only be processed for size replacement or store credit, not a different product

Price Variations

Prices during festival sales may differ from those on our website or retail stores due to exclusive promotions
No price adjustments will be made for differences in pricing across different sales channels

Exclusive Membership

Is the fee all inclusive?

The annual/monthly introductory offer of Rs. 299/199 is excl. GST. The Souled Store may revise this annual/monthly fee at any time, without prior intimation. However, such a price change will not affect anyone who has already purchased the membership.

How long do these benefits last? Are there any benefits other than the ones mentioned?

It depends on the plan you have purchased, you can check the validity under "My Profile" section under membership tab.

What happens if I want to cancel my membership mid-way?

The Exclusive membership is non-refundable and non-transferable. Your annual/monthly membership may be canceled by The Souled Store in case of misuse or for any other reason, at the sole discretion of The Souled Store. In the event of cancellation, your membership fee will be refunded on a pro-rata basis.

Can I club the Exclusive discount with other offers?

Yes, you can club offers specifically available for the member.

Returns, Exchange & Refund

What are the terms of the exchange policy?

Exchange Window:

You can apply for an exchange for your order within 30 days after an order has been delivered
We have a reverse pick-up facility for most pin codes

Exchange Limitations:

Exchanges can only be done for the same products in a different size
It cannot be exchanged for another design in the same product category or against any other product across our website/app
If you wish to exchange products from a combo pack, the whole pack will have to be sent back to us
Partial returns aren't accepted

Additional Policies:

Gift wrapping charges are non-refundable and we will not be able to gift wrap any exchanges requested
To maintain strict hygiene standards of our products, we do not accept exchanges on several product categories, including but not limited to masks, boxers, shorts, sweat-activated t-shirts, and socks
The Souled Store may, at its discretion and without prior notice, change the products or categories to which this policy would apply

For manufacturing issues or queries: Email us at [email protected]

How do I create an exchange request?

To exchange your order, you will need to log in to your account and follow the steps:

Go to 'Orders'
Click on the exchange button next to the product you want to send us back
Select the reason for exchange from the dropdown and select the replacement size you wish to receive in exchange (Stock will be subject to availability)
Select the mode of return as Reverse Pickup and drop or Self Ship
In case your pin-code is unserviceable for a reverse pick-up, you will be prompted to change the address and pin-code or to select the Self Ship option
Click on the acknowledgment box and submit your exchange request
Your replacement order will be shipped once the original order is successfully collected, and the tracking details will be shared with you accordingly

Self-Ship Option: In case your pin-code is non-serviceable for the reverse pick-up facility, we request you to self-ship the product to us. We will credit 100 TSS Money to your account in place of the shipping costs and once the original order is received, the replacement will be shipped out for you.

I have created an exchange request. When will the product be picked up?

Once we receive this request, someone from the courier partner's team will arrive at the address for a pickup within 2 business days. Please ensure the product(s) and the tags are intact on the product(s) for it to be accepted by the courier company.

When will I get my exchanged product delivered?

Your exchange product will be shipped from our warehouse after the returned product has been picked from your end. Orders in India, once shipped, are typically delivered in 1-4 business days in metros, and 4-7 business days for the rest of India. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.).

What are the terms of the Return Policy?

Return Window:

You can return their order within 30 days after an order has been delivered
We have a reverse pick-up facility for most pin codes
For pin codes that are non-serviceable by our courier partners against the reverse pick-up policy, you will have to self-ship the product(s)

Return Options:

You can also return or exchange products at any of our nearest stores
Visit https://www.thesouledstore.com/stores-near-me to check the stores available near your location

Return Conditions:

In the interest of hygiene, we may refuse returns where it's obvious that the item has been worn, washed, or soiled
Defective products need not be sent back to us unless confirmed by the Customer Experience Team
If you have received a defective product, send us images at [email protected] and we will get back to you
Once confirmed by the Customer Experience Team the refund will be provided either into your bank account or as TSS Money as per your convenience

Combo Pack Returns:

If you have to return anything from a combo pack, the whole pack will have to be returned
There will not be any partial returns accepted
If there is a manufacturing issue, or if you have any other queries regarding this, you can contact us on the number or email us at [email protected]

Non-Refundable Items:

Gift cards/vouchers are non-refundable
Gift wrapping charges will not be refunded if goods are returned
We will not be able to gift wrap any replacements you have asked for

Hygiene Policy:

To maintain strict hygiene standards of our products, we do not accept returns on several product categories, including but not limited to masks, boxers, shorts, caps, sweat-activated t-shirts, and socks
The Souled Store may, at its discretion and without prior notice, change the products or categories to which this policy would apply

How do I create a return request?

To return your order, you will need to log in to your account and follow the steps:

Go to 'Orders'
Click on the return button next to the product you want to return
Select the reason for return from the dropdown
Select the mode of return as reverse pick up or self shipping
In case your pin-code is serviceable for a reverse pick-up, kindly confirm the address and contact number
Click on the acknowledgment box and submit your return request

I have created a return request. When will the product be picked up?

Once we receive this request, someone from the courier partner's team will arrive at the address to pick up your product within 3 business days. Once your product has been picked up, your refund will be initiated in your preferred mode within 24-48 hours. Once initiated, it will take around 7 days to reflect in your account.

Where should I self-ship the returns?

In case your pin code is non-serviceable for a reverse pick-up, you'll have to courier the product(s) to the following address:

Return Address:

K-Square Logistics Park,
Prakhhyat Land Developers Private Ltd Warehouse,
Building No. 13A, Near Padgha Toll Naka,
On Mumbai-Nashik Highway,
Bhiwandi, Maharashtra – 4211011

Packaging Requirements:

Please ensure that the items are packed securely to avoid any loss or damage during transit
All items must be in unused condition with original tags attached and packaging intact

Self-Ship Benefits:

Once we receive the product(s) within 24 hours, we'll credit the entire amount of the self-ship courier charge to your TSS Money
You'll earn 100 TSS points for your next purchase as a thank-you for using the self-ship process

Important Notes:

We request that you do not use The Professional Couriers for self-return as they are not reliable and the package will not be accepted at the warehouse
Please make sure your courier costs do not exceed the amount stipulated above
We recommend using 'Speed Post' as your courier service. Speed Post is a Government of India-owned entity and has the most widely distributed postal network in India

My product has been picked up but I have not got my refund yet.

If it has been 24-48 hours since the order has been picked by our courier partner and if the refund isn't reflected as TSS money, please email us at [email protected] and we will sort it out for you.

The product I want to return was bought on discount. Will I get refunded the full amount?

No. You will only receive the exact amount paid for the product.

In case I return the products, will the COD/Shipping/Gifting charges be credited back?

No. These are charges applicable each time an order is placed and are non-refundable.

Is there a convenience fee to get a refund?

For Members: There is no Return Fee for Members.

For Non-Members: There is a charge of just Rs. 20/- per product applicable to receive refund either in the original source of payment, bank account or TSS money.

Shipping & Tracking

Can I modify the shipping address of my order before it has been shipped?

Sorry, that is not possible at the moment as the system would have already passed the mobile number and address to our warehouse to pack and ship your product. That said, we never say never! You can always cancel the order before it has been packed and can place a new order. Don't worry, there are no cancellation charges.

How long will it take for my order to be delivered?

Orders in India, once shipped, are typically delivered in 1-4 business days in metros, and 4-7 business days for the rest of India. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.).

When will my products on pre-order be shipped?

We ship pre-order products on the date given in the product description, as far as possible. However, there may be a slight delay in shipping in case of an unforeseen surge in demand or any similar issue. Rest assured, our customer experience team will keep you updated on the status of your order.

Are there any additional shipping charges?

For Members: Members enjoy free shipping on all orders.

For Non-Members: A shipping charge of ₹50 is payable on orders below ₹499.

How do I track my order?

You can track your order once it has been dispatched from our warehouse. An email, SMS, and Whatsapp notification will be sent with a link. You can also track it from your account on the website by Selecting 'Orders' from the top right corner and then clicking on 'Track Order' for the respective Order ID.

What if my order is undelivered?

For prepaid orders, if our courier partners are unable to deliver the product and they send it back to us, we will initiate a refund as TSS Money to your The Souled Store account which will reflect within 24-48 hours of initiation.

Does TSS have any physical stores?

Yes, we are present offline as well, check the stores available around you: https://www.thesouledstore.com/stores-near-me

How can I track my Return Status?

You can go to "My Orders" page and check the status of your return on the product you wish to.

Are there any cancellation charges?

No, there won't be any cancelation charges.

What is the estimated delivery time?

What if my order shows delivered but I've not received it?

If your package shows as delivered but you haven't received it yet, don't worry — we're here to help! Just reach out to us at [email protected] or call us on 022-68493328, and our team will look into it right away.

Important Note:

To make sure we can assist you effectively, please report any such issue within 3 days of the delivery date
After this window, we may not be able to raise a dispute with the courier on your behalf

How can I get my order delivered faster?

We currently offer expedited delivery for a few select pin codes and products either through Same Day Delivery or Next Day Delivery at a nominal cost of ₹29. You can check the eligibility at checkout page.

Orders & Payment

How to place an order?

To place your order, follow these steps:

Browse through our wide range of products until you find something you like
After you've chosen what you want, select the relevant size, if applicable (You can check out our size chart for reference)
Once you're done, click the 'Add To Cart' button
After you have added all the products, click on the cart icon on the top right
You can either choose to continue shopping or confirm the order and click 'Checkout'
From there, you can either login to your existing The Souled Store account or simply continue as a 'New User' and create one
Once you're done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking 'Place Order'

How do I use my TSS Money?

Checking Your Balance:

You can check how much TSS Money you have in your account once you login
Select My Account and click on 'TSS Money' from the list
You will be able to see Available Balance, Total Purchases and Usage History

Using TSS Money:

Once you have added your products to cart and clicked on the cart icon to go to the checkout page, you will see your order details
Below that will be an option to apply codes for discounts
Tick the 'Use TSS Money' box
Once you're done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking 'Place Order'

TSS Money Rules:

There is no minimum or maximum usage limit on TSS Money
TSS Money can be clubbed with gift vouchers and discount codes
TSS Money is applicable on products on offer/sale

How do I use my TSS Points?

Checking Your Points:

You can check how many TSS Points you have in your account once you login
Select My Account and click on 'TSS Points' from the list
You will be able to see Current Active Points, Total Purchases, Usage History and Expired Points

Using TSS Points:

Once you have added your products to cart and clicked on the cart icon to go to the checkout page, you will see your order details
Below that will be an option to apply codes for discounts
Tick the 'Use TSS Points' box
Once you're done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking 'Place Order'

TSS Points Rules:

A Maximum 10% of cart value can be paid using TSS Points
TSS Points cannot be clubbed with a discount code/offer
Any TSS points used would not be reinstated in case you return a product/order
TSS Points are not applicable on products on offer/sale
TSS Points are subject to expiry. To check the expiry date, visit your account details. Once expired, the points will lapse automatically and cannot be credited back

Can I place an order on Cash On Delivery?

Yes, you can place an order using Cash On Delivery. Maximum COD amount allowed is 4k.

Is there any additional charge for Cash On Delivery (COD) orders?

We have a COD charge of Rs. 29/-. This is subject to change.

Why can't I see the Cash On Delivery (COD) option?

If the Cash On Delivery (COD) option is not showing, it's because this facility is unavailable for your postal code. You can either pay by Debit Card, Credit Card, or Net Banking, or you can get the products delivered to an alternate address (where COD is available).

Do I have to have an account to place an order at The Souled Store?

Yes, you need to sign up on our website/app to place an orders.

Can I ship the products to an address that is different from my billing address?

Yes, you can do that. Please check the address while placing an order.

Can I order a product that is Out of Stock?

No, that won't be possible. However, you can add your email address in the "Notify me" section. As soon as the product is back in stock you will receive the communication.

Can I leave items in my shopping bag for future purchase?

Yes, you can put them in your wishlist for future purchases.

Can I buy multiple products in a single order?

Yes, you can buy multiple products in a single order.

Why is my order not showing?

This could be because of a technical error. Please share this with us over email - [email protected].

What do I do in cases of failed delivery?

In cases of delivery attempt failed by courier partners, you will receive communications for next steps basis which we'll reattempt the delivery.

How do I know if my order was placed successfully?

Once you successfully place your order, you will receive a confirmation email & SMS/Whatsapp with details of your order and your order ID. You'll receive another email & SMS/Whatsapp once your order is shipped out. All you have to do then is, sit back, relax, and wait for your awesome product(s) to arrive!

How do I check the status of my order?

Checking Order Status:

Log in to your account
Click on the Menu bar on your left hand side of the screen
Click on My Orders to see the status of your current order (as well as your order history)
You can also simply click on the product from the Order ID to check your order status

Order Notifications:

After your order has been successfully placed, you will immediately receive a confirmation and order details via email, Whatsapp, and SMS
Once your products have been shipped, you will be notified again via email, SMS, and Whatsapp
In case there is any unusual event or complication that leads to a delay in shipping your order, you will immediately receive an update from our end with reasons and the revised shipping and delivery timelines

Need Urgent Delivery? If there are any other issues/delays that come up, or you need the order to be delivered urgently, write to us at [email protected], we will see what we can do to help.

I wish to add few more products in my order. Will it be possible?

Once you have confirmed the order and we have accepted it, you cannot add any more products to your order. You will have to place a fresh order for the other products.

How do I cancel the order I have placed?

Tap on the "My Orders" section under the main menu of your App/Website and then select the order you want to cancel. The 'Cancel' option will only be available till the order is processed. If you are facing an issue, please email us at [email protected] and we will sort it for you.

What should I do if my payment fails?

In case there is a failure in payment, please retry and keep the following things in mind:

Please confirm if the information you've provided is correct i.e. account details, billing address, and password (for Net Banking)
Ensure that your internet connection wasn't disrupted during the process
If your account has been debited even after a payment failure, it is normally rolled back to your bank account within 10 business days
For any further clarification, you can email us at [email protected]

Miscellaneous

Contest Terms and Conditions

What are the standard terms and conditions applicable to contests run by The Souled Store?

You can find the standard terms and conditions for our contests here: https://www.thesouledstore.com/contest-terms-and-conditions

Sale Price Refunds

The product I want to return was bought at discount. Will I get refunded the full amount?

No. You will only receive the exact amount paid for the product.

Try the Product

There is no try-and-buy option available for the website/app purchases. However, to make sure you pick the right size, we have a size chart with measurements on our product pages. You can also visit any of our retail stores if they are present in your city. For any queries, please write to us at [email protected].

Will I automatically receive marketing emails from you after registration?

You will automatically get subscribed to our marketing emails and SMSs after registering with us. In case you do not want to receive these, you can click on the unsubscribe link in the email.

Contact Information

Customer Support Email: [email protected]

Customer Support Phone: 022-68493328

Store Locator: https://www.thesouledstore.com/stores-near-me

Contest Terms: https://www.thesouledstore.com/contest-terms-and-conditions

Key Policies Summary

Policy	Details
Return Window	30 days after delivery
Exchange Window	30 days after delivery
Gift Card Validity	Valid till October 2026
Gift Card Denomination	INR 2000
COD Maximum Amount	4k
COD Charge	Rs. 29/-
Shipping Charge (Non-Members)	₹50 on orders below ₹499
Shipping Charge (Members)	Free on all orders
Return Fee (Members)	No fee
Return Fee (Non-Members)	Rs. 20/- per product
Expedited Delivery Cost	₹29 (Same Day/Next Day)
Membership Fee	Rs. 299/199 (annual/monthly, excl. GST)
Delivery Time (Metros)	1-4 business days
Delivery Time (Rest of India)	4-7 business days
Reverse Pickup Time (Exchange)	Within 2 business days
Reverse Pickup Time (Return)	Within 3 business days
Refund Processing Time	24-48 hours after pickup
Refund Reflection Time	Around 7 days
TSS Money Credit (Self-Ship)	100 TSS Money
TSS Points Bonus (Self-Ship)	100 TSS Points
TSS Points Maximum Usage	10% of cart value
Delivery Issue Reporting Window	Within 3 days of delivery date

About The Souled Store

The Souled Store is a homegrown Indian brand serving over 6 million happy customers. The company offers both online shopping through their website and app, as well as physical retail stores across India.

Key Features:

COD Available
30 Days Easy Returns & Exchanges
100% Secure Payment
Multiple shipping partners
Mobile app with 10% additional cashback on all orders