Refund policy
If you are not satisfied with your purchase, you may return it for a refund or exchange within 14 days of delivery (as determined by the tracking delivery date). Items damaged within 14 days of the delivery date can be returned for a refund or exchanged granted stock is available.
To be eligible for a return, all returned items must appear new and unworn, in their original condition, and carefully and securely wrapped. If you do not follow this process, your refund or exchange may be refused or delayed.
To start a return, you can contact us at support@bisoulovely.com. Please note if you are returning internationally, that returns will need to be sent to our location in Canada Ontario. You must contact us within 14 days of receiving your items and initialize the return. Please include your order number as well as the reason for the return. Please include the necessary information found on this form within your shipment.
You will be responsible for shipping costs when returning items. Bisoulovely is not responsible for any items that are lost, stolen, or damaged during return shipping, and we cannot refund items that are lost or stolen. Please provide us with a return tracking number via email in order to avoid these issues.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@bisoulovely.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 perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. We also do not accept returns for lingerie or underwear.
Unfortunately, we cannot accept returns on final sale and clearance 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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If the return tracking is confirmed delivered and more than 5 business days have passed and you have not heard an approval or refusal of your return, you may inquire about it, please contact us at support@bisoulovely.com.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@bisoulovely.com.