FAQ - Frequently asked questions

 

I. Payments

1. What are the payment methods accepted on SoulBedroom.co.uk?

On SoulBedroom.co.uk you can pay with debit card, credit card or via your PayPal account. Payments by credit or debit card are processed by Skrill or PayPal payment gateways.

2. What is Skrill?

Skrill is an online payment service which supports safe payments with the major credit and debit cards. Skrill was formerly known as Moneybookers. You may learn more about Skrill.

3. Do I need to register with Skirll in order to pay?

No, you do need neither to register nor to have a Skrill account.

4. What type of credit and debit cards are accepted on SoulBedroom.co.uk?

The following credit and debit cards can be used as payment: Visa, Maestro, MasterCard, JCB, Diners, AmericanExpress.

5. Is the payment with debit or credit card secured?

All payments are securely processed by Skrill or PayPal with a SSL Certificate. SoulBedroom has no access to your bank and card details. The information relating to the transaction is automatically encrypted to avoid any possibilities of unauthorised use.

6. My debit/credit card was not accepted? Why?

This may be due to a temporary failure of the online payment system and is out of our control. Please, try again later. If your card is still not working, please contact our customer service via our online contact form or at support@soulbedroom.co.uk. If you have previously paid with the same card you may wish to contact your bank/card issuer.

7. What is PayPal?

PayPal is an online secured payment service that enables you to pay online without revealing your financial details. If you choose to pay via PayPal, you will be automatically redirected to a secure PayPal page. Please visit PayPal webpage if you need more information.

8. Do I need to have a PayPal account in order to pay?

No, you can pay via PayPal as a guest. You just need to click the "Pay with a debit or credit card" option and follow the payment instructions while placing the order.

PayPal pay as s guest

9. Can I make a bank transfer?

Yes. For paying with bank transfer you have to choose Skrill Digital Wallet as payment method. Select Skrill Direct (Online Bank Transfer) and follow the instructions. This option is available for the following countries: Germany, UK, Italy, Spain, France, Austria, Hungary

10. Can I pay by phone?

No, SoulBedroom does not process payments by phone as we consider that the available payment methods provide better protection to customers.

 

II. Placing an order

1. Do I need to register on the website to place an order?

No, you may purchase as a guest, all you will need to provide is a valid e-mail address and a delivery address. Please be advised, however, that registered customers may benefit of promotional codes and other special offers.

2. Can I order by phone?

No, but you may order by sending an e-mail to websales@soulbedroom.co.uk.

3. My size is not among the ones listed, can I order a particular size?

Yes, we are able to propose you a size that suits you best, which is different from the standard listed sizes. All you need is to contact us via our online contact form or at support@soulbedroom.co.uk by specifying the exact size you need.

 

III. Cancelation, returns & refunds

1. Can I return my order?

You can return the items you ordered within 14 days of receiving if the products are in perfect condition, unused and unwashed . A return address in the UK, France, Ireland or Bulgaria will be provided.

2. Is the return free of charge?

Yes, if you wish to return a product please contact us via our online contact form or at support@soulbedroom.co.uk and we will provide a prepaid return label and return instructions. You will only have to drop the parcel.

3. Can I still return my order if the packaging is opened?

Yes, as long as the items are not washed and used you have the right to return them.

4. How much will I be refunded?

You will be fully refunded (price + initial shipping charges).

5. When I will get my refund?

You will be refunded as soon as possible but in any case not later than 15 days after we receive the unused and unwashed items.

6. Can I cancel my order?

You can cancel your order only if it has not been dispatched (usually items are dispatched the following business day). If your order was shipped you would need to make a return.

7. I found that the product is faulty after the return deadline has passed. Can I return the product?

Yes, there is no limitation to returning faulty products. You will be fully refunded. However, we strongly advise you to take the time to read carefully the specific instructions provided with your products. We will not accept a product returned as faulty if the appropriate product care instructions have not been followed and the damage caused is due to improper use.

 

IV. Delivery

1. To which countries do you deliver?

We provide a worldwide delivery. The delivery rate will be automatically calculated when you are placing your order. If your country is not in the list, please contact our customer support via our online contact form or at support@soulbedroom.co.uk.

2. How long is the delivery time?

We provide for a standard delivery within 3-5 working days from dispatch. Short delay is always possible, therefore do not hesitate contacting us for any inquiry you may have.

3. How much is the delivery/shipping cost?

The delivery rate depends on your country of delivery and on the amount of your purchase..

4. Do I get a tracking number?

In most cases, yes. Log in to your account and find the order that we would like to track. There should be a link "Track shipment" which will open a popup window. There you'll find your tracking number (if applied) and a list of the most used carriers where you can follow your delivery.

5. The tracking number is not working. Why?

Usually this happens with orders dispatched with the small parcel mail service (Royal Mail, La Poste etc.). Please be advised that sometimes there may be a delay before your item status appears in the local system as most of the parcels appear only after they reach the receiving country. This delivery will usually take up to 5 working days for the EU.

6. The delivery time has passed and I still don’t have my parcel. What can I do?

Please be advised that there may be delay in the delivery due to unexpected circumstances, poor weather conditions etc. Please do not hesitate to contact us if you have any queries.