What information do we collect?

When someone makes an order via our website, Souled in Love collect the necessary data in order for the customer to successfully make a purchase.

Any information we collect from you may be used in one of the following ways:

– To process an order on our website
– To notify you of any order changes via email
– To send you your order
– To improve our business and your experience using our website
– To send promotional emails, which we think will be of interest to you

If you do not wish to receive any marketing promotions from us, simply use the one click unsubscribe on any of our emails, or contact us via email or our contact form and we will remove you from our marketing list as soon as possible.

Online orders

You are deemed to place an order with us by ordering via our online checkout process.
We will send you an order acknowledgement by email, detailing the products you have ordered.
Our acceptance of an order takes place when we dispatch the order. When we dispatch the order the purchase contract will be made even if your payment has been processed immediately, unless we have notified you that we do not accept your order or you have cancelled your order.

We may refuse to accept an order:

– if goods are not available
– if we cannot obtain authorisation for your payment
– or if there has been a pricing or product description error

Please note, all prices include VAT (where applicable) at the current rates. 

Where we charge separately for packing, carriage and insurance and other relevant charges, the appropriate rates are set out in our specified pricing structure shown elsewhere on this website.


We will deliver the products ordered by you to the address which you give for delivery at the time of delivery. If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which have not been received. 

You may specify a delivery address which is different from your billing address, if, for example, you would like us to deliver the products directly to a friend, a relative, or to your place of work.

Delivery will be made as soon as possible, but please note that our normal working hours are Monday to Friday, 9am – 5.30pm.  All delivery and dispatch timescales quoted on the website do not include weekends or bank holidays. 

Whilst we make every effort to deliver goods within the specified timescale, on occasion due to unforeseen circumstances we cannot always guarantee delivery in said time, or accept liability for deliveries made outside this timescale. This also applies to products sent direct from our manufacturers. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.

Some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain may not be covered by our normal delivery services and so we may have to contact you to advise you of extra postal charges. 

If the product(s) you have ordered do not arrive within 28 days of placing the order, Souled in Love accept no liability unless you have contacted us via email within this period.

The majority of our products are dispatched by Royal Mail. If RM48 delivery is selected this is sent via second class Royal Mail which is estimated to be delivered in 2-3 working days, but is not guaranteed. If you have not received your items, you must check with your local sorting office even if you have not received notification from your postman that they are holding items for you.
In the event you have not received your order, we must allow the following timescales before we can take further action, and claim back from the relevant carrier for lost items:

– RM48: 14 working days from date of dispatch
– RM24: 10 working days from date of dispatch

In the event that we reproduce an item for you and subsequently the original is returned as undelivered by Royal Mail, we reserve the right to charge an administrative fee up to 100% of the sales price of the reproduced product.

Please note: we cannot be held liable for any late deliveries if delays occur by causes beyond our reasonable control including, without limitation:

– fire
– severe weather conditions
– industrial dispute
– strike or labour disputes


For most items, you have the legal right to cancel your order within 14 working days of receiving the goods. 

If you wish to cancel your order you can notify us by contacting us through the website or telephoning 07984 716544 – this must be before the items have been sent into production.

Where goods have already been produced, the goods must be returned to us in accordance with our returns and exchange policy below. 

We reserve the right to cancel your order at any time and issue a full refund.

 The provisions of this clause do not affect your statutory rights.

Returns and exchanges

If you are not completely satisfied with your goods, simply return them to us at any time within 14 working days of receipt. The costs of returning goods to us shall be borne by you. Unfortunately, we are unable to refund postage costs on unwanted items.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back to using a delivery service that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post. 

Your rights to return the goods to us will not apply in the following circumstances:

  • Any products that we have made specifically for you.
  • Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
  • Have disposed of the item you have an issue with

If you return an item because of an error on our part, or because it is defective, we will happily refund the full value of the item. You can contact us through the website for a freepost returns label. They will request a photo to show the damage/issue before a label is issued.

The item(s) must be returned in the condition in which you received it within 30 days of delivery. We regret that postage and packing costs for unwanted items cannot be refunded after 14 working days from when the order was delivered.

Please note:

  • You have a duty to return the item to us and the cost of doing so is your responsibility, except if the item is faulty or does not comply with the contract.
  • The parcel can take up to 7 working days to be returned to us, unless sent via special delivery.

The address for returns is:
Souled in Love
13 Dale Hey
CH66 6AE

Incorrect items

If the item you received is not what you originally ordered, please contact us with the following information:
– Your order number
– Name and address
– Details of the product and the reason for return
– Whether you require a refund or a replacement

We will then advise on how to proceed with the return.

If the item is faulty, please return it to us within 30 days of receipt. Refunds cannot be given if the fault is as a result of misuse.


The colour of the product you receive may not match the colour as displayed by our website on your computer monitor. Please be aware that if colour is important to you, your order is placed at your own risk.

Service access

While we endeavour to ensure that this website is normally available 24 hours a day, we will not be liable if for any reason this website is unavailable at any time or for any period. 

Access to this website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.

Visitor material and conduct

Other than personally identifiable information, any material you transmit or post to this website will be considered non-confidential and non-proprietary. We will have no obligations with respect to such material. We and our nominees will be free to copy, disclose, distribute, incorporate and otherwise use such material and all data, images, sounds, text and other things embodied therein for any and all commercial or non-commercial purposes. 

You are prohibited from posting or transmitting to or from this website any material:

  • that is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience.
  • for which you have not obtained all necessary licences and/or approvals.
  • which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the rights of any third party, in the UK or any other country in the world or;
which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data).

You may not misuse the website (including, without limitation, by hacking).

We will fully co-operate with any law enforcement authorities or court order requesting or directing us to disclose the identity or locate anyone posting any material in breach of the clauses of above.

Third party links

Links to third party websites on this website are provided solely for your convenience. If you use these links, you leave this website. We have not reviewed all of these third party websites and do not control and are not responsible for these websites or their content or availability. We therefore do not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to this website, you do so entirely at your own risk.

Important information

Please note, if you believe that there is a problem with the way we are handling data, please email us so we are aware of any issues and we will deal with your request immediately. You also have the right to complain to the ICO who will be able to give you further advice.

This privacy policy applies to information collected through our website only and does not apply to any information collected offline.

Any updates to our privacy policy or general terms and conditions will be posted here. Please check back from time to time, to review the current version of our policy

By using our site, you consent to our privacy policy.