FAQ
Frequently Asked Questions
Welcome to SoftSoul Threads.
Here are answers to some of the questions our customers may have about ordering, payments, shipping, made-to-order products, and returns.
ABOUT OUR PRODUCTS
Are your products made to order?
Yes. Our products are made to order, which means your item is produced specifically for you after your order is placed. This approach helps reduce waste and allows us to create each item with care.
Who produces and fulfills my order?
SoftSoul Threads uses Printful for print-on-demand production and order fulfillment. Printful produces and ships eligible products after an order is placed.
Will my product look exactly like the pictures?
We make every effort to display our products as accurately as possible. However, colors, placement, and overall appearance may vary slightly due to screen settings, lighting, materials, and the printing process.
ORDERING
How do I place an order?
Simply browse our online store, choose the product you would like, select the available options such as size or color, add the item to your cart, and complete checkout.
Can I change or cancel my order after placing it?
Because our products are made to order, production may begin shortly after an order is placed. If you need to make a change or request a cancellation, please contact us as soon as possible at softsoultreads@gmail.com. We cannot guarantee that changes or cancellations will be possible once production has started.
What if I select the wrong size or color?
Please carefully review the product description, size chart, color options, and other product details before placing your order.
Because our products are made to order, we do not accept returns or exchanges for incorrect sizes, change of mind, buyer preference, or choosing the wrong color, style, or product.
PAYMENTS
What payment methods do you accept?
Payments are processed securely through Flutterwave. Available payment methods may vary depending on your location and what is offered during checkout.
Is my payment information secure?
Payment processing is handled through Flutterwave. SoftSoul Threads does not directly store your full payment card details.
SHIPPING & DELIVERY
Do you ship internationally?
Yes. We ship worldwide to supported destinations.
Do you offer free shipping?
Yes. We offer free shipping to the United States and United Kingdom on qualifying orders of $55 or more.
Shipping fees and available shipping options for other destinations will be shown during checkout.
How long does it take to process my order?
Most orders are processed and prepared for shipment within 2–5 business days.
During holidays, peak seasons, or periods of high order volume, processing may take a little longer.
How long will delivery take?
Delivery times depend on your destination, product, shipping method, carrier, and current delivery conditions.
The most accurate estimated delivery date and available shipping options will be shown during checkout.
Can my order be shipped from different locations?
Yes. Because Printful operates fulfillment facilities in different locations, your order may be fulfilled and shipped from a location selected based on product availability and destination.
Will I receive tracking information?
Yes. Once your order has shipped, you will receive tracking information by email so you can follow your shipment's progress.
Why is my order delayed?
Delivery times are estimates and may be affected by customs processing, public holidays, weather conditions, carrier delays, high order volumes, or other circumstances beyond our control.
What happens if I provide the wrong shipping address?
Customers are responsible for providing accurate shipping information at checkout.
Please carefully review your shipping address before completing your order. SoftSoul Threads is not responsible for orders shipped to an incorrect address provided by the customer.
RETURNS & REFUNDS
Do you accept returns or exchanges?
Because our products are made to order and printed on demand, we generally do not accept returns or exchanges for incorrect size selection, change of mind, buyer preference, or ordering the wrong color, style, or product.
What if I receive a damaged, defective, or incorrect item?
Please contact us within 14 days of receiving your order at softsoultreads@gmail.com.
Include your order number, a description of the issue, clear photos of the item, and photos of the packaging if available.
Will I receive a refund or replacement?
If your claim is reviewed and approved, a refund or free replacement may be provided for damaged products, manufacturing defects, or incorrect items received.
Approved refunds will be processed through the original payment method where possible. Processing times may vary depending on the payment provider and financial institution.
CONTACT & SUPPORT
How can I contact SoftSoul Threads?
You can contact us by email at:
softsoultreads@gmail.com
Our customer support hours are Monday–Friday, 9:00 AM–5:00 PM (WAT).
We typically respond to customer inquiries within 24 hours, Monday–Friday.
Where can I learn more about SoftSoul Threads?
You can explore our online store, follow us on social media, and review our Shipping Policy, Return & Refund Policy, Terms of Service, Legal Notice, and other store policies for more information.
Thank you for choosing SoftSoul Threads.
Calm Your Mind, Wear Your Peace.