My Promise to You: Returns & Resolutions

Thank you so much for bringing one of my creations into your world. 💗

Each piece in The Soulful Collection is produced especially once an order is placed, rather than being held in large quantities of stock. I love this more considered way of creating, helping to avoid unnecessary unsold stock while allowing each piece to begin its journey only when someone has chosen it.

I hope you absolutely love what arrives. And if something doesn’t feel quite right, or the universe hiccups somewhere along the way, I want the process of putting it right to feel as simple and supportive as possible.

Please contact me before sending anything back, so I can guide you towards the right next step. This is especially important if something has arrived damaged, faulty, misprinted or incorrect, as in many cases the issue can be resolved without you needing to return the item at all.

You can reach me at michaela@yourjourneytowholeness.life.

Mindful Sizing & Changes of Heart

Because each piece is made especially for your order, I gently invite you to take a moment to check the sizing information on the product page before choosing your size. A little extra pause here can help your new piece feel just right when it arrives. 💗

If you change your mind, choose the wrong size or colour, or simply find that your piece isn’t quite right for you, please contact me within 14 days of receiving your order.

Once you have let me know that you would like to return your item, please send it back within the following 14 days, using the return instructions and address I provide.

For change-of-mind returns, return postage is paid by the customer. I recommend using a tracked postal service and keeping proof of postage so you have a record of your return.

Please take reasonable care of anything you are considering returning and handle it only as much as you would reasonably need to when viewing or trying on an item in a shop. Where permitted by applicable law, a deduction may be made if additional handling has reduced the value of the item.

Please do not send anything to an address shown on your parcel or packing slip unless I have specifically asked you to do so, as the appropriate return address may be different.

If you would like to cancel and return your purchase, please, email michaela@yourjourneytowholeness.life asap. You do not need to use any special wording, but please include your order number, the item or items you wish to return, your name and the date you received your order so I can help you as smoothly as possible.

If helpful, you can use the template below, although you do not have to use it:

To: Your Journey To Wholeness
Address: 14 Hawthorn Road, Hale, Altrincham, WA15 9RG, United Kingdom
Email: michaela@yourjourneytowholeness.life

I’d like to cancel my order and return the following item(s):

Item(s):
Order number:
Ordered on / received on:
Name:
Address:
Date:

When the Universe Hiccups

Damaged, Faulty, Misprinted or Incorrect Items

I want you to feel happy and confident in what you receive. If your item arrives damaged, faulty, misprinted, defective or different from what you ordered, please get in touch as soon as possible.

To help me resolve things quickly, please include your order number, a brief description of what has happened and a few clear photographs showing the issue.

Please do not return the item unless I specifically ask you to.

Many production or delivery issues can be resolved without your item needing to make another journey. Depending on what has happened, the appropriate resolution may include a replacement, refund or another remedy available to you under applicable consumer law.

If a physical return is required because an item is faulty or incorrect, you will not be expected to bear the return cost where applicable consumer law places that responsibility on me as the retailer.

Where possible, please contact me within 30 days of receiving your order so I can investigate the issue promptly with my fulfilment partner. This does not limit any statutory rights you may have beyond that period.

Lost in the Ether

Packages Lost in Transit

If your parcel seems to have disappeared somewhere along its journey, please don’t worry. Get in touch and I’ll help investigate what has happened.

If tracking has stopped updating or your parcel has not arrived by the expected delivery date, please contact me as soon as you reasonably can and, where possible, within 30 days of the estimated delivery date.

I may ask you to confirm your delivery address and, depending on the carrier, to check with your local delivery office while I investigate.

If the parcel is confirmed as lost in transit, I’ll work with you to arrange an appropriate resolution.

If an Address Goes Astray

Please take a moment to check your shipping address carefully before completing your order.

If you notice an error after ordering, contact me as soon as possible. If your order has not yet shipped, I will do my best to correct the address before it begins the final part of its journey, although I cannot guarantee that changes will always still be possible.

Once an order has shipped, the delivery address can no longer reliably be changed.

If a parcel is returned because the delivery address supplied at checkout was incorrect or incomplete, an additional shipping charge may apply if you would like the item sent again.

Refunds

For an eligible return, your refund will be processed to the original payment method.

For UK statutory cancellations, I will process your refund without undue delay and no later than 14 days after I receive the item back or you provide satisfactory evidence that you have sent it back, whichever happens first.

Where applicable consumer law requires it, the refund will also include the cost of the standard outbound delivery originally paid. If you chose a more expensive delivery option, any additional amount above the standard delivery cost may not be refundable.

The cost of posting a change-of-mind return back to me is your responsibility.

Where permitted by applicable law, a reasonable deduction may be made if an item has been handled beyond what is necessary to inspect or try it and this has reduced its value.

If a refund is agreed for a damaged, faulty, misprinted or incorrect item and no physical return is required, I will arrange the refund as promptly as possible.

Exchanges

Because every Soulful Collection piece is produced individually to order, I don’t currently operate a traditional exchange service.

If the size or colour you chose isn’t quite right, the simplest route is usually to return the original item in accordance with this policy and place a fresh order for the piece you would prefer.

This does not affect any rights or remedies available to you if an item is faulty, incorrect or not as described.

Made to Order, With Your Rights Intact

Each Soulful Collection piece is produced after you place your order and carries artwork created for Your Journey To Wholeness.

Although the pieces are made to order, standard designs from The Soulful Collection are handled in accordance with this Returns & Resolutions Policy and any statutory consumer rights that apply to your purchase.

Being made to order does not remove any consumer rights that cannot legally be excluded or restricted.

Cancelling an Order Before Dispatch

If you change your mind shortly after placing your order, please contact me as quickly as possible.

I will do my best to stop production or dispatch where this is still possible. Because made-to-order products can move into production quickly, I cannot guarantee that I will always be able to prevent an order from being produced or dispatched.

This does not affect any statutory cancellation rights that apply to your purchase.

A Note for Customers Outside the UK

The 14-day change-of-mind return window described in this policy applies to eligible orders from every country to which The Soulful Collection currently delivers. The notification and return-dispatch deadlines described above apply to these orders as well.

Please contact me before sending anything back and use the return instructions and address I provide. For international orders, the return address may be in the United Kingdom. Change-of-mind return postage is paid by the customer where permitted by applicable law; international return postage may cost more than a domestic return. You are welcome to contact me before ordering if you would like to clarify the return arrangements.

Refunds are handled as described in the Refunds section above. Any import taxes, customs duties or clearance charges paid directly to a carrier or public authority are separate from amounts paid to this shop. You may need to contact that carrier or authority about any available repayment process. This does not limit any refund or other remedy required by applicable law.

Your country may give you additional mandatory consumer rights. Those rights take precedence over any part of this policy that would otherwise limit them. Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted.

How to Reach Me

Behind this screen is a real human who genuinely cares about your experience. 💗

If something has gone wrong, you’re unsure what to do, or you simply have a question before ordering, please feel very welcome to get in touch.

michaela@yourjourneytowholeness.life

I aim to respond within 2–5 working days, although order problems will always be attended to as promptly as I can.