Customer Care
Soulful Suburb is dedicated to ensuring our customers have a beyond-average experience with our brand. All of our antiques are expertly restored and cleaned before arrival, then carefully packaged to be delivered straight to your door. If we can do anything to make your experience better, reach out to [email protected] for a prompt response and remedy.
You may return an item for free within 30 days. Large items require a scheduled shipping pickup, so shipping cannot be refunded. After 30 days, we are happy to return your item for merchandise credit.
If you would like to inquire about a more tailored shopping experience, please do not hesitate to reach out. We are happy to take requests for special items that you are looking for to complete your décor.
Disclaimer
Although Soulful Suburb takes great time and care to correctly identify objects in our possession, we cannot always be 100% sure of a product’s origin. Many of our pieces are museum quality, but that does not mean you should be purchasing our products as investments. If we work with professional appraisers, it is noted in the product description. We do not take responsibility for the misidentification of a piece. We are happy to share all research we have conducted about an item–please reach out to us at soulfulsuburb.com if you are curious as to why we priced an object as we did.
How do I check the status of my order?
All products are shipped within 3-7 days. This may be slower during the COVID-19 crisis. Once your order is shipped, you will receive a confirmation email that includes a tracking number. If you have not received this email, please feel free to contact [email protected] to check on the status of your order.
What if my product(s) are damaged upon arrival?
Please email us right away at [email protected] with your order number in the subject line of the email for an immediate response.
I never received my package. What should I do?
Please contact us at [email protected] if you do not receive your package after a reasonable period of time. Soulful Suburb is not responsible for packages once they have been consigned to a carrier for delivery to your shipping address. However, we would be happy to contact the carrier to inquire after your package.
Soulful Suburb is not able to refund or replace stolen packages that have been confirmed as delivered. Please ensure your delivery address is correct and secure.
Expedited Orders
If your order is a rush, please contact us at [email protected] and we will do our very best to accommodate your request.
Domestic Returns
All unused full-priced merchandise can be returned for store credit or exchange within 14 days of delivery. Items must be returned to us in original condition in order to receive credit.
How To Initiate A Return Or Exchange
- Please email [email protected] with your original order number in the subject of the email.
- A customer care representative will reply to you within 1-2 business days with a pre-paid UPS return label for you to use to return your item(s).
- Please use the original packaging included in your shipment to return any item(s).
- Once our team has approved the returned stock, your refund will be credited in the form of a store credit or exchange within 5-10 business days. Store credit can only be used for full priced items.
Items Purchased via Temporary Promotions
Unless otherwise indicated, any items that are purchased with a discount code are eligible for a full refund within 14 days of purchase.
Sale/Markdown Items
Unless otherwise indicated, any items that are marked down and on sale on soulfulsuburb.com may be returned for an exchange or Soulful Suburb store credit only.
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