Returns & Refunds Policy
We craft each item with our heart, and we want you to love your new item from Hoi An Soul in the same way. If you are not entirely satisfied with your purchase or you don't love your bag for any reason, we'll take it back. It's that simple.
Shop confidently and enjoy free return and exchange with our money back guarantee. You can return the product and get a full refund or exchange the product for another similar one within 30 days of purchase delivery.
What item is returnable?
- Within 30 days of purchase delivery.
- Item must be in be new, unused condition, with the original tag attached and in the same original packaging that you received.
What item is non-returnable?
- Custom-made or personalized items (including items have been engraved).
How do I return?
1. Contact us by email at email@example.com with:
- Order Number (or Proof of purchase)
- Reason for Return
2. Once your return request is approved, we will send out the confirmation email with the shipping guidelines for the return.
3. Print the prepaid shipping label that you will receive by email.
4. Securely pack and send all items back to us using the shipping address provided.
How soon will I get my refund?
- Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
- When your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your bank issuer’s policies.
- If you prefer, you can make an exchange for the same item by contacting us here with your proof of purchase.