In case there is a failure in payment, please retry and keep the following things in mind: Please confirm if the information you’ve provided is correct i.e. account details, billing address, and password (for Net Banking); and that your internet connection wasn’t disrupted during the process. If your account has been debited even after a payment failure, it is normally rolled back to your bank account within 10 business days. For any further clarification, you can email us at genzewear@gmail.com
Tap on “My Orders” section under the main menu of your App/Website and then select the order you want to cancel. The 'Cancel' option will only be available before your order is shipped. If you are facing an issue, please email us at connect@thesouledstore.com and we will sort it for you
We have to leave the tags intact in case the person you’re gifting faces any issues and would like to return the product. We will blacken the prices on the invoice. Please reach out to us as soon as your order is placed. If you want to add a note to the gift, please email the note to us at connect@thesouledstore.com and immediately call us on our number so that we can add it before the order is shipped. Please note that the character limit for the note is 250 characters
Sorry, currently we do not have any service available to expedite the order delivery. In future, if we start offering such a service and your area pincode is serviceable, you will receive a communication from our end
Once you have confirmed the order and we have accepted it, you cannot add any more products to your order. You will have to place a fresh order for the other products
If the Cash On Delivery (COD) option is not showing, it’s because this facility is unavailable for your postal code. You can either pay by Debit Card, Credit Card, or Net Banking, or you can get the products delivered to an alternate address (where COD is available).
Yes, we charge a flat fee of ₹25 for Cash On Delivery (COD) orders.
To place your order, follow these steps : Browse through our wide range of products until you find something you like. After you’ve chosen what you want, select the relevant size, if applicable. You can check out our size chart for reference. Once you’re done, click the ‘Add To Cart’ button. After you have added all the products, click on the cart icon on the top right. You can either choose to continue shopping or confirm the order and click ‘Checkout’. From there, you can either login to your existing The Souled Store account or simply continue as a 'New User' and create one. Once you’re done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking ‘Place Order’.
Once you successfully place your order, you will receive a confirmation email & SMS/Whatsapp with details of your order and your order ID. You’ll receive another email & SMS/ Whatsapp once your order is shipped out. All you have to do then is, sit back, relax, and wait for your awesome product(s) to arrive!
To find out when your order is arriving, you need to first log in to your account. Click on the Menu bar on your left hand side of the screen. Click on My Orders to see the status of your current order (as well as your order history). You can also simply click on the product from the Order ID to check your order status. After your order has been successfully placed, you will immediately receive a confirmation and order details via email and SMS. Once your products have been shipped, you will be notified again via email, SMS and Whatsapp. In case there is any unusual event or complication that leads to a delay in shipping your order, you will immediately receive an update from our end- with reasons and the revised shipping and delivery timelines. If there are any other issues/ delays that come up, or you need the order to be delivered urgently, write to us at connect@thesouledstore.com, we will see what we can do to help.
Sorry, that is not possible at the moment as the system would have already passed the mobile number and address to our warehouse to pack and ship your product. That said, we never say never! You can always cancel the order before it has been packed and can place a new order. Don't worry, there are no cancellation charges
Orders in India, once shipped, are typically delivered in 1-4 business days in metros, and 4-7 business days for the rest of India. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.).
The Souled Store provides FREE shipping for all orders above ₹445 in India. A shipping charge of ₹50 is payable only on orders below ₹445. Minimum order value should be ₹199 (excluding GST)
We ship pre-order products on the date given in the product description, as far as possible. However, there may be a slight delay in shipping in case of an unforeseen surge in demand or any similar issue. Rest assured, our customer experience team will keep you updated on the status of your order
You can track your order once it has been dispatched from our warehouse. An email, SMS, and Whatsapp notification will be sent with a link. You can also track it from your account on the website by Selecting ‘Orders’ from the top right corner and then clicking on 'Track Order' for the respective Order ID
No. You will only receive the exact amount paid for the product
No. These are charges applicable each time an order is placed and are non-refundable
If it has been 24-48 hours since the order has been picked by our courier partner and if the refund isn't reflecting as TSS money, please email us at connect@thesouledstore.com and we will sort it out for you.
To exchange your order, you will need to log in to your account and follow the steps: Go to 'Orders' Click on the exchange button next to the product you want to send us back. Select the reason for exchange from the dropdown and select the replacement size you wish to receive in exchange. Stock will be subject to availability. Select the mode of return as Reverse Pickup and drop or Self Ship. In case your pin-code is unserviceable for a reverse pick up, you will be prompted to change the address and pin-code or to select Self Ship option. Click on the acknowledgment box and submit your exchange request. Your replacement order will be shipped once the original order is successfully collected, and the tracking details will be shared with you accordingly. In case your pin-code is non serviceable for the reverse pick up facility, we request you to self-ship the product to us. We will credit 100 TSS Money in your account in lieu of the shipping costs and once the original order is received, the replacement will be shipped out for you
Once we receive this request, someone from the courier partner's team will arrive at the address for a pickup within 2 business days. Please ensure the product(s) and the tags are intact on the product(s) for it to be accepted by the courier company.
Your exchange product will be shipped from our warehouse after the returned product has been picked from your end. Orders in India, once shipped, are typically delivered in 1-4 business days in metros, and 4-7 business days for the rest of India. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.).
Yes, there is a charge of just Rs. 35/- per product in the order to transfer your refund to your original mode of payment or Bank Account/UPI
In case your pincode is non-serviceable for a reverse pick up, you’ll have courier the product(s) to the following address: The Souled Store F6 - 202, Bhumi World-Industrial Park, Pimplas Village, Mumbai-Nashik Highway, Before Kalyan-Bhiwandi Naka, Opp. Tata Amantra, Pimplas, Thane, Maharashtra - 421302. Please ensure the items are packed securely to prevent any loss or damage during transit. All items must be in unused condition with all original tags attached and packaging intact. Within 48 hours of receiving the product(s), the complete amount + 100 (in lieu of courier charges) will be refunded to your The Souled Store account as TSS Money. PLEASE NOTE: We request that you do not use The Professional Couriers for self return as they are not reliable and the package will not be accepted at the warehouse. Please make sure your courier costs do not exceed the amount stipulated above. We recommend using ‘Speed Post’ as your courier service. Speed Post is a Government of India owned entity and has the most widely distributed postal network in India