Customer Care
Customer Care
At Soulla, care doesn’t end with your purchase—it begins there. From the moment you arrive here to the moment your piece becomes part of your daily practice, we’re with you. Whether you’re choosing your size, tracking your order, or making a return, this space is here to support you—gently, clearly, and with intention.
Sizing & Fit
Our pieces are intentionally designed to move with you—through your cycle, your seasons, and your everyday rhythm. Our fabrics are soft, forgiving, and made to support your natural shape, providing comfort that supports your nervous system rather than restricting it.
We celebrate that bodies are not one-size-fits-all. Use the guide below to find your fit, but if you’re between sizes or unsure, just reach out. We’re happy to help you find what feels right.
Size Guide
Shipping & Delivery
Each order is packed with care and intention using eco-conscious materials. To remain close to our artisans and keep our footprint intentional, we ship from both Bali and Portugal, depending on your location and the piece you order.
Worldwide Shipping
Processing Time (Ready Items): 2–5 business days
Processing Time (Pre-order Items): 10–14 business days
International Express Shipping: 5–10 days
Local Shipping: 1–3 days
Please note: International orders may be subject to local import duties or taxes, which are the responsibility of the customer. Shipping times may vary slightly due to customs or global delays; we appreciate your patience as your parcel makes its way across oceans to reach you.
Tracking As soon as your order is on its way, you’ll receive a confirmation email with tracking details so you can follow its journey.
Returns & Exchanges
We know that alignment takes time. If something doesn’t feel quite right when it arrives, we welcome returns or exchanges within 14 days of receiving your order.
Return Guidelines:
Items must be unworn, unwashed, and in original condition with tags attached.
We offer store credit or exchange only.
Sale items and items purchased with a discount code are final sale.
Return shipping is the responsibility of the customer unless the item is faulty.
To start a return, email hello@soullacollective.com with your order number.
We are a small-batch label, and every return affects our impact. If you’re unsure about a piece, please message us first—we’re here to help you choose mindfully.
Frequently Asked Questions
Do you offer refunds? We currently offer store credit or exchanges only. This helps us minimize waste and stay aligned with our slow-fashion values.
What if I received the wrong item or something is faulty? We’re so sorry. Email us within 48 hours of receiving your order, along with a photo and your order number. We’ll fix it as quickly and kindly as possible.
How should I care for my piece? We recommend cold hand washing or a gentle machine wash with similar colors. Air dry in the shade. Do not bleach. Love your garment and it will love you back.