Refund policy
Refund & Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We do not accept exchanges or returns of used clothes.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at costumers@fitsoulstore.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at costumers@fitsoulstore.com .
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned like: custom products (such as special orders or personalized items). Face masks.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Return made by the carrier
If the carrier is unable to deliver the order to the stipulated address, the package will be sent back to Fitsoul. This case is usually called "Wrong Address", and usually occurs when the customer gives an address without sufficient data for the carrier to find it. By default, the package is returned to the Fitsoul logistics center that sent it.
Another reason why the carrier may return a product is that it has not been claimed. If the end customer does not pick up the order at their post office or at the corresponding carrier's branch, the shipment will be returned.
How to avoid this type of return?
Usually, these orders are returned because the customer has written an incorrect, incomplete or illegible address. To avoid them, Fitsoul Store reminds you to be careful and check the digits of your addresses before uploading them.
Return made by the customer
The second reason why an order might be returned is that the end customer has decided to return their order. This usually happens because of problems with the size of the garment. Fitsoul Store does not make refunds due to customer errors. It is totally possible to accept returns by size in the store by notifying us in the email costumers@fitsoulstore.com .
How to avoid problems with sizes?
We ask all our customers to be attentive to the size guides that Fitsoul offers on all its products. The sizes of other stores are not always the same. For example: if you have bought an M size in another store, not necessarily in Fitsoul your size will be an M. As you can see, all our products are cataloged with 2 different size guides. This is for our customers to have no doubts about their size.
At Fitsoul we work to avoid errors in sizing by adding the measurements of each product to our guides.
Returns for defective items
At Fitsoul Store we are proud of the quality of our products. That's why all of them go through rigorous 3-step quality control before being shipped.
However, if a defective product passes our quality control, or is damaged during shipping, we will take responsibility and offer a new product.
What to do in case of damaged item?
These are our recommendations in case you are faced with a defective item:
Send photos of the item in question and photos of the delivery note to costumers@fitsoulstore.com (this is a common practice in e-commerce).
You must notify us within 30 days of receiving the item.
Items lost during shipping.
We have already reviewed Fitsoul's return policies. We will now see what to do in case of lost items.
If the order was shipped without tracking, here's what you should do:
Confirm if the shipping address is correct.
Contact your local post office and neighbors to locate the package.
If the shipping address is correct and the order still hasn't reached its destination, inform us of the problem and our customer service team will help you find a solution.
If the shipping method for that order includes tracking, check it (you will have the tracking number in the order email). If you see little or no change in your tracking, chances are it was lost during shipping.
This is what you would have to do in such a case:
Check that the shipping address is correct.
Contact your local post office to locate the package.
If the address was correct and the post office could not locate it, let us know within 2 weeks of the estimated delivery date.
When we receive your notice and confirm the details, we will find a solution.
Please note that Fitsoul Store cannot assume the costs of shipping a new product if the tracking information indicates that the package has been delivered but the customer thinks they have not received it.
International Orders
If your order has an international tracking number but seems to be lost, here is what you can do: open the tracking link that was sent to you in the confirmation email of your shipment and copy the tracking number.
This is the local tracking number that the seller uses once the order reaches the order's destination country. You can use this number when contacting the local postal service. With this number, the postal company should be able to find the package. If the customer is unable to locate the order, you can upload a problem report to our customer service: they will investigate the case and offer you a solution: costumers@fitsoul.com.
Right of Withdrawal:
Returning any item with Fitsoul Store is super easy!
30 days right of withdrawal.
In simpler words: if you simply claim that you don't like the product you received, you will be exercising your right of withdrawal. It is your unquestionable right.
The 30 days period offered by Fitsoul Store counts from the date you receive your order and not from the date of purchase in our online store.
Follow the procedure below:
1) Do not throw away the original product packaging.
2) Send us an email to costumers@fitsoulstore.com informing us of your decision.
3) We will get back to you within one to three days. Please avoid sending another request if you have already sent it before, we will be working on it.
4) You will receive within 3 (three) days an email from our customer department indicating simple steps to follow to return the item.
5) Upon receipt of the item by us or, where appropriate, presentation by you of proof of return of the items to the address provided by us, we will make the refund within a maximum period of 10 (ten) days using the same means of payment used by you.
6) Personalized items cannot be exchanged or returned. This includes custom-made clothes for consumers (B2C) and for companies (B2B).
7) In case of withdrawal, you will be responsible for the return costs.
Defective product:
In case the product received is defective, the replacement will be free of charge. Just follow these steps:
1) Do not throw away the original packaging of the product.
2) Send us an email to costumers@fitsoulstore.com telling us the reason for your decision to return the item. Please send us:
- Your full name
- Your complete address
- Your telephone number
(the data must match those used in the purchase in our online store).
- 3 clear photos of the product (mainly highlighting the part of the garment that you consider defective) and 1 clear photo of the delivery note or invoice from Fitsoul Store.
In Fitsoul Store we have in mind to satisfy our customers. The fact that we ask you to explain the reason for the eventual return is to correct possible internal procedures that are not in accordance with our company policy. Your explanation will be important to us.
3) We will get back to you within one to three days. Please avoid sending another request if you have already sent it before, we will be working on it.
4) You will receive within 3 (three) days an email from our customer department indicating simple steps to follow to make the return.
5) Do you prefer to get your money back? Upon receipt of the item by us or, where appropriate, presentation by you of proof of return of the items to the address provided by us, we will make the refund within a maximum period of 10 (ten) days using the same means of payment used by you.
Important: Remember that we can only make the refund through the same payment method used for the original purchase.
6) Personalized items and masks cannot be exchanged or returned. This includes custom-made clothes for consumers (B2C) and for companies (B2B).
7) In case of a defective product, the cost of reshipment will be at our expense.