Terms of Trade
Right of withdrawal
Due to holidays, we will not be receiving return packages in weeks 29 and 30.
There is a 14-day full right of return on items purchased in our webshop. Please note that this does not apply to purchases made via our Instagram story sales if it has been stated in the story that there is no right of return (e.g., in the case of special story sales during buying trips).
The period is calculated from the day you receive the order.
You must bear the return costs yourself.
Withdrawal must be notified to us no later than 14 days after the purchase, and from the time of withdrawal, you must return the shipment within 14 days.
The notification must be sent by email to support@soulful.dk. In the notification, you must clearly inform us that you wish to exercise your right of withdrawal.
The right of withdrawal does not apply to digital products.
Returns
Due to holidays, we will not be receiving return packages in weeks 29 and 30.
When returning, it is the customer's responsibility to pack the item securely. If the item is received in a defective condition, no refund will be given.
The customer pays for return shipping, and return packages must be sent to the address below and not to a parcel shop. Remember to include your order number in your package.
Have you changed your mind about a purchase? In that case, you can send your order back to us, including the order number. Remember to pack it securely so that it is intact when it reaches us. We do not accept damaged return products.
When you send a return, you must send it with delivery to our showroom:
Soulful ApS
Sædding Ringvej 2
6710 Esbjerg V
Denmark
Please note that DAO does not deliver to business addresses. If sent with delivery to a business, it will be delivered to a parcel shop. It is your responsibility that the package is delivered correctly, and we do not collect packages from parcel shops.
NOTE! When we receive the package back, it can take up to 7 days for it to be processed. If you have any doubts, you are welcome to write an email to support@soulful.dk.
Condition of the item when you return it
You are only liable for any deterioration in the value of the item caused by handling other than what is necessary to determine the nature, characteristics, and functioning of the item. In other words – you can try the item in the same way as if you were trying it in a physical store.
If the item has been tested beyond what is described above, we consider it used, which means that if you cancel the purchase, you will only receive part or none of the purchase amount back, depending on the commercial value of the item.
To receive the full purchase amount back, you must therefore do the same as you can in a physical store. You may test the item, but not actually use it.
Gifts
If your order included a free gift as part of a campaign, by purchase over a certain amount, or similar, the gift must be returned together with your order if you wish to exercise your right of return. If the gift is not returned, we reserve the right to withhold 50% of the order's value during the refund.
In campaigns, a maximum of 1 gift is given per customer per campaign - even if ordering from different email addresses. Contact our customer service at support@soulful.dk if you wish to purchase more of the gift in question, and we will help you.
We only provide gifts with orders in campaigns while supplies last.
Gifts are only included with the purchase of physical products. Not for online courses or gift cards.
Campaigns and volume discounts (e.g., “3 for 2”)
When purchasing via campaigns such as “3 for 2”, where the cheapest item is free, the discount is conditional on the terms of the campaign being met.
If one or more items from a campaign order are returned, and the conditions are no longer met, the discount lapses. The refund will then be adjusted so that full price is paid for the items kept.
We reserve the right to offset the value of the obtained discount against the amount to be refunded. This means that the free item cannot be kept without also meeting the campaign's conditions.
Digital products
There is no right of withdrawal or return on digital products, including courses, guides, workbooks, etc., as your product is delivered to you immediately after your purchase. When a digital product is purchased, the money will be withdrawn from your account within 1-3 days.
You will have access to your digital products from the moment you have placed the order, where you will receive a link to your product.
You have access to your purchased courses on the course portal for 1 year from the date of purchase.
Payment
Soulful accepts payment with Dankort/VISA-Dankort, VISA, VISA Electron, Mastercard, and JCB. Furthermore, Mobilepay. Payment will only be withdrawn from your account when the item is shipped, unless otherwise agreed in writing.
All amounts are in DKK. Danish kroner and are inclusive of VAT. No additional fees will be charged. The fee you see in your confirmation email is the VAT - it is included in your price, and is therefore not withdrawn separately.
Soulful uses an approved payment server that encrypts all your card information with SSL (Secure Socket Layer) protocol. This means that your information cannot be read.
Delivery
Due to holidays, we do not send out orders in weeks 29 and 30. Feel free to contact our support@soulful.dk for questions.
Normally, I can get your package sent within 2-5 business days, but in some periods there may be longer delivery times of up to 7 days.
If you have ordered a package where there has unfortunately been an error in stock management, and one of your products is not in stock, we will notify you by email.
We always send domestically via GLS or DAO, where you can choose home delivery or delivery to a parcel shop. If you have questions or requests regarding delivery, please contact us at support@soulful.dk.
A parcel shop can be full during busy periods, which may mean that your package is delivered to another parcel shop. We disclaim responsibility here and hope for your understanding.
Foreign countries
Prices for shipping to Greenland are indicative, and if you have ordered goods for over 1 kg, we will contact you subsequently by email regarding the shipping price.
Uncollected packages in parcel shop
Please be aware that we do not accept uncollected packages in weeks 29 and 30 due to holidays. We do not take responsibility for uncollected packages during these two weeks.
For packages that are not collected at the parcel shop or cannot be delivered due to incorrect delivery information from the customer, we reserve the right to charge DKK 45 to cover the extra return shipping price that Soulful pays for this.
If the package is requested to be re-sent, this costs DKK 39 for parcel shop / DKK 59 for delivery to a private address, plus DKK 45 to cover the extra shipping price.
Be aware: It is your responsibility to keep an eye on your tracking number and ensure that you pick up your package on time. If, contrary to expectations, you have not heard from GLS or DAO within 2 days after your package has been sent, you are always welcome to contact us at support@soulful.dk, and we will help you find out how far your package is.
Complaint
In case of damaged products, or products that have errors or defects, you must contact us at support@soulful.dk - then we will figure it out together.
There is a 2-year right of complaint in accordance with the Danish Sale of Goods Act. Our right of complaint applies to errors in material and/or manufacturing.
The complaint does not apply to errors or damage caused by incorrect handling of the product, such as a dropped crystal. If you lose your crystal from your jewelry, we can unfortunately only categorize it as a complaint if you still have the crystal itself.
Soulful will cover return costs to a reasonable extent.
Packages sent cash on delivery are not accepted.
Our Outlet category contains imperfectly perfect crystals with aesthetic flaws and small blemishes, the category is priced accordingly, and crystals from this category are not subsequently accepted as a complaint.
Refund
If a refund has been agreed, please contact us at support@soulful.dk so we can transfer the agreed amount.
Errors in stock management
During large shop updates or large drops, our system can occasionally have trouble keeping up. This can unfortunately result in double sales. In this case, we will let the item go to the first person who has completed payment and let you know via email if the product is unfortunately sold out. We will in most cases be able to offer you an alternative, but all crystals are unique, and therefore it will not be possible to find one exactly the same. We are very sorry that this happens and hope for your understanding that it is not with our intent.
Prices
We reserve the right for errors on the website. If a price is obviously wrong, and you reasonably should have discovered it, we are not obliged to deliver the product in question at the wrong price.
GDPR/Personal data security
To shop at Soulful, we need the following information:
- Name
- Address
- Phone number
The collection of this information is necessary for us to deliver your goods to you; this information is registered and stored securely in our system for future purchases. Information such as name, address, country, phone number, and email provided to Soulful is shared with GLS in connection with the shipment of your order. We do not register any sensitive personal information about you.
When personal data is collected via our website, we ensure that it always happens by giving your consent, so that you are informed about exactly what information is collected and why.
According to the Personal Data Act, your personal information must be kept secure and confidential, which is why we store your information in our systems, to which there is no access for unauthorized persons outside the company.
You can always be informed about the collected personal information by contacting us by email at support@soulful.dk. You can always object to the registration of your information; these rights are granted to you under the Personal Data Act, and you can also contact us in this regard by email support@soulful.dk.
Cookies
Cookies are a small data file that is stored on your computer's or other IT equipment's hard drive. Cookies make it possible to recognize your IP address and can collect information about which pages you visit and which functions you use while on our website.
Cookies are not stored in our systems but are instead stored locally on your IT equipment, which is why we cannot delete your cookies either. You must therefore ensure that you delete these cookies from your computer yourself if you are not interested in this.