Last Updated: July 16, 2026

Frequently Asked Questions

Welcome to the SOULJAY help center. Below you’ll find answers to our most commonly asked questions about orders, shipping, returns, sizing and more. If you can’t find the information you need, please contact our support team at hello@souljay.com and we’ll be happy to assist.

Orders & Payment

What payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard, American Express, Discover, Diners Club, and JCB. We also support secure digital wallet payments via Apple Pay, Google Pay, and Shop Pay. All payment information is encrypted with SSL technology and processed through our PCI-DSS compliant payment gateway.

In what currency will I be charged?

All prices displayed on our website and all transactions are processed in United States Dollars (USD). Shipping fees and applicable state sales tax will be calculated and shown clearly at checkout before you complete your purchase. There are no hidden handling fees.

Why was my order declined or canceled?

Orders may be declined if your billing address does not match the address on file with your credit card issuer. We also reserve the right to cancel high-risk or suspicious orders at our discretion, in which case a full refund will be issued immediately to your original payment method.

Is my payment information safe?

Yes. Our store is built on Shopify, which maintains Level 1 PCI-DSS compliance — the highest standard for payment data security. We never store, access, or retain your full credit card details on our servers.

Shipping & Delivery

How long will it take to process my order?

Most orders are processed within 1–3 business days. Orders are not shipped or processed on weekends or major U.S. public holidays. During peak seasons or promotional events, processing times may be slightly extended. If there is a significant delay with your order, we will notify you by email.

Do you offer free shipping?

Yes, we offer Free Standard Shipping on all domestic orders within the United States.

How long does standard delivery take?

Standard shipping typically delivers within 5–10 business days from the date of dispatch. Please note that delivery estimates are provided by our carriers and actual delivery times may vary due to weather, carrier delays, or high-demand periods.

How do I track my order?

Once your order has been shipped, you will receive a Shipment Confirmation email containing your tracking number. Tracking information usually becomes active within 24–48 hours. You can follow your delivery directly on the carrier’s website using the link provided in the email.

What if my package arrives damaged?

If you receive a damaged order, please contact the shipping carrier immediately to file a claim. We recommend keeping all original packaging materials and the damaged item for inspection purposes.

What if my package shows as delivered but I haven’t received it?

If your tracking status shows “Delivered” but you cannot locate your package, please reach out to us at hello@souljay.com within 48 hours and we will assist you in coordinating with the carrier.

What happens if I enter the wrong shipping address?

It is the customer’s responsibility to provide an accurate and complete shipping address. SOULJAY is not liable for failed deliveries due to incorrect address details. If a package is returned to us due to an address error, the customer will be responsible for reshipping costs. Please contact us immediately if you need to correct your address before your order ships.

Returns & Refunds

What is your return window?

We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return.

What items are eligible for return?

To be eligible for return, items must be unworn, unused, with all original tags attached, and in their original packaging. A valid order number or proof of purchase is required.

How do I start a return?

To initiate a return, email our support team at hello@souljay.com with your order number and the reason for your return. If your return is approved, we will send you a return authorization number and detailed instructions on where to send your package. Items returned without prior authorization will not be accepted.

Who pays for return shipping?

• Personal preference returns: For returns due to size change, style preference, or change of mind, the customer is responsible for return shipping costs.
• Defective or incorrect items: If you receive a faulty, damaged, or wrong item, SOULJAY will cover all return shipping costs. Please contact us immediately.

Which items cannot be returned?

For hygiene and safety reasons, the following items are non-returnable: personal care / beauty products, intimate apparel, swimwear, custom or personalized items, items marked “Final Sale”, and gift cards.

How long will it take to get my refund?

Once we receive and inspect your returned item, your refund will be processed back to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to post the refund to your account.

Do you offer direct exchanges?

The fastest way to get the item you want is to return your original item for a refund, then place a new order separately. This avoids delays from stock availability changes during the return process.

Sizing & Products

How do I find my right size?

We recommend reviewing our detailed Size Guide before ordering. The guide includes measurements for bust, waist, hip and more, with both centimeter (cm) and inch (in) units available. For individual products, we also note the size worn by the model and whether the style runs true to size.

Can I switch between cm and inch units on the size guide?

Yes. Our size guide includes a unit toggle at the top — click to switch between centimeters and inches instantly.

Do your clothes run true to size?

Most of our styles follow standard U.S. sizing. Each product page includes specific fit notes and model sizing information to help you choose the best fit. If you are between sizes, we recommend sizing up for relaxed styles and sizing down for form-fitting styles.

Will the product color match the photos exactly?

We make every effort to display product colors as accurately as possible. However, slight color differences may occur due to variations in individual computer monitor settings.

Privacy & Account

How do you use my personal information?

We use your personal information to process and fulfill your orders, communicate order updates, screen for fraud and risk, and — only with your permission — send marketing updates and product news. For full details, please review our Privacy Policy.

How do I unsubscribe from marketing emails?

You can unsubscribe at any time by clicking the link at the bottom of any marketing email, or by contacting us at hello@souljay.com to withdraw your consent.

Can I request to delete my personal data?

If you are a resident of California or other applicable jurisdictions, you have the right to access, correct, or request deletion of the personal information we hold about you. To exercise this right, please contact our support team.

Customer Support

What are your support hours?

Our support team is available Monday – Friday, 9:00 AM – 5:00 PM (EST). We are closed on weekends and major U.S. holidays.

How can I contact you?

You can reach our support team in the following ways:

• Email: hello@souljay.com
• Phone: +1 216-234-1668
• Address: 5222 123rd Ave NE, Lake Stevens, WA 98258, United States