To ensure that we offer our customers a safe and easy transaction platform, we’ve chosen gateways that suit our customers from all over the world. They include;
• VISA Naira Card
• Verve Card
• Direct Bank Transfer
SHIPPING & RETURNS
Delivery within Abuja ships at a flat rate of #1000 and takes 1-3 working days while deliveries outside Abuja but within Nigeria ships at #3000 and takes 3-5 working days.
All international orders are fulfilled by DHL so they are trackable. Orders ship at DHL’s rate which is dependent on location and weight.PS; We will inform you if there are any delays.
Kindly note that delays may arise during new collection launch, sale periods, and festive seasons. Delivery time for international orders is 5-7 working days after the order has been placed and processed.
We hope you love your new things, BUT if something ain’t quite right, it ain’t quite right….Lucky you, we’ve got a super-easy hassle-free returns process, but the only grounds for returns or exchanges are damaged goods or wrong sizing. SOUP offers exchange or returns for store credit. We currently do not offer refunds but with time, this policy will be modified to suit the interest of you our esteemed customers.
- Return must be made within 3 business days from date of delivery for orders placed within Abuja, 5 business days from date of delivery for orders placed within Nigeria but outside Abuja, 10 business days from the date of delivery for orders shipped outside Nigeria.
- After the number of days applicable to your order, the item is considered final sale.
- If possible we request that you send us a picture of the “fault”.
- To be eligible for a return, the item(s) must be unused and in the same condition, you received it, with all SOUP garment tags still attached to them. There are no exceptions to this rule.
- Returns that do not meet our policy will not be accepted and will be sent back to you.
- For the exchange, the customer is required to pay for any further delivery fee required.
- The re-delivery fee is the same cost as the initial shipping fee charged when the item was first ordered.
- ALL items must be received unworn, undamaged, free from blemishes, and in its original packaging to qualify for an exchange or store credit.
- In the case that an item is received damaged, a refund or exchange will not be possible regardless of circumstance. The customer will be responsible for any shipping cost associated with resending it back to them.
- Customer is responsible for the delivery cost of the returned package as long as return items were delivered in good condition.
- Please note, all original delivery fees are not refundable.
- SALE items or items bought with a discount code are FINAL and will NOT be eligible for an exchange or store credit, regardless of circumstance. ONLY FULL PRICE items qualify for an exchange.
- Once we have received your return, an exchange will be shipped within 48 hours or your store credit initiated as the case may be.
- All returns are processed on the last working day of the week which is Saturday.
- For a swift and seamless process, kindly ensure that your return meets our above policy.
- Please contact our customer care team by emailing firstname.lastname@example.org if you have any further questions.
Please Note: All our garments have been cut and crafted with our customers in mind. Please check your measurements against our chart to confirm your size, and if you’re still a bit unsure that’s fine!
Just contact us via our phone line immediately +234 810 430 6170 and we will help you out.
TERMS AND CONDITIONS
Delivery times depend on the location of delivery.
* Adverse weather conditions
* Incomplete or incorrect delivery addresses or any other causes beyond our reasonable control.
Please check the custom laws regarding imports to your country, as we will not be held responsible for extra charges levied by your local custom bodies.
HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?
Please see our delivery policy.
WHAT ARE YOUR SHIPPING COSTS?
Please see our delivery policy.
If we receive your call after the item has been dispatched the order will be treated as an exchange. Please see our return/exchange policy.
THE ITEM I WISH TO ORDER ISN’T AVAILABLE IN MY SIZE OR IS OUT OF STOCK WHAT SHOULD I DO?
If an item is not available in your size or is out of stock please send an e-mail requesting a special order of that item to email@example.com or call our phone line +234 810 430 6170, someone from our customer care team will respond as soon as possible with information on availability and an expected delivery date.
Our new items will be available to our clients who are on our mailing list exclusively, they will get a chance to view the collections weeks before the official release and place an order to purchase the items.
I HAVE NOT RECEIVED MY ORDER, WHAT SHOULD I DO?
If your order has not arrived by the delivery date stated please send an e-mail to firstname.lastname@example.org or call our phone line +234 810 430 6170, and a member of our customer care team will respond to you as soon as possible.
CAN I CANCEL MY ORDER?