FAQ

When do you ship orders?
We ship orders within 1–3 business days unless the item is clearly marked as a pre‑order. Pre‑order items will include an estimated shipping timeline on the product page.

Do you ship internationally?
Yes — we ship worldwide.

Customs, duties & taxes
International orders may be subject to customs duties, taxes, or import fees depending on your country. These fees are the responsibility of the customer and are not included in your order total. If customs fees are not paid, packages may be held, delayed, or returned. We recommend checking your country’s import rules before ordering.

Can I return or cancel my order?
Due to the high order volume, we’re unable to cancel or modify orders once placed. Every piece is carefully crafted, so please double-check your order before confirming. If you have any concerns, feel free to reach out to us at hey@soulsdiary.com

My tracking hasn’t updated or I haven’t received my order. What should I do?
First, check your tracking link for the most recent update — delays can happen while packages are in transit.

Since your order was shipped and it hasn’t arrived, we recommend:

  • Checking the latest tracking update

  • Contacting the courier directly (Canada Post, UPS or your local postal service)

  • Checking with your local post office in case the package is being held

If it has been over 21 days since the last tracking update, the package may be delayed, lost, or stuck in transit. Once an order has shipped, it is under the control of the postal carrier. If your package does not arrive and is not returned to us, reach out to us at hey@soulsdiary.com and we’ll do our best to assist.

My package got lost in transit, stolen, or damaged. What can I do?
Once your order is handed over to the courier, Souls Diary is not responsible for lost, stolen, or damaged packages. If this happens, please contact the courier directly to open a claim or dispute, as they have full control over the delivery process. We’re always happy to help guide you if you need support filing a claim.

What size should I get?
We recommend referring to the size chart listed on each product page.

If you’re still unsure, feel free to email us at hey@soulsdiary.com with your height, weight, and fit preference (oversized vs. regular), and we’ll recommend a size for you.

Why was my order cancelled?
To protect both our customers and our business, we use fraud‑detection software. Orders may be automatically cancelled if they are flagged as potentially fraudulent.

Common reasons include:

  • Billing and shipping addresses don’t match

  • Payment information doesn’t match what the bank has on file

  • Use of a VPN or proxy during checkout

  • Multiple failed payment attempts

If your order was cancelled and you believe it was a mistake, you can try placing it again and double‑check that all billing and shipping details are correct. Using a different payment method may also help.

If issues continue, contact us at hey@soulsdiary.com and we’ll help you sort it out.

I accidentally put the wrong address, what should I do?
Please double‑check your shipping address before completing your order. We are not responsible for orders shipped to an incorrect address provided at checkout. If you notice an error, contact us immediately — changes are only possible before the order ships.

Do you offer returns, exchanges, and refunds?
We offer returns, exchanges, and refunds in accordance with our policy. Please review our Return & Refund Policy for full details before purchasing.

Link: [https://soulsdiary.com/policies/refund-policy]


Still need help? Email us at hey@soulsdiary.com and we’ll get back to you as soon as possible.