Refund policy

We want you to love your order, but if something isn’t right, we’re here to help.

 

Returns

Because all Scouse Soul products are made to order, we don’t hold stock and we don’t accept returns for reasons such as ordering the wrong size, changing your mind, or deciding you prefer a different colour. 

However, if your item arrives damaged, defective, or incorrect, we will replace it at no cost to you. 

You must contact us within 28 days of receiving your order at info@scousesoul.com with:

  • your order number  
  • a brief description of the issue  
  • clear photos showing the issue

Once approved, we’ll arrange a replacement or refund. 

Please do not send items back without contacting us first — they will not be accepted. 

Please note: Do not return any items to the address shown on your packing slip — this is our fulfilment supplier and cannot accept returns. All returns must be authorised by Scouse Soul before anything is sent back. Contact us first at info@scousesoul.com

 

Damages, defects & wrong items

If your order arrives damaged, misprinted, or you receive the wrong item, email us immediately with photos so we can put it right.  

We’ll work with our print partner to resolve the issue quickly.

 

Non‑returnable items

Because each item is made specifically for your order, we cannot accept returns for:

  • change of mind  
  • wrong size ordered  
  • unwanted gifts  
  • sale items  
  • gift cards   

If you’re unsure about sizing, please check the size guide on each product page before ordering.

 

Delivery Failure

If products are returned to sender due to delivery failure we will contact you to let you know, and to rearrange redelivery. The shipping costs will, however, need to be paid again.


Exchanges

As items are made to order, we cannot offer direct exchanges.  

If your item is faulty, we will replace it.  

If you want a different size or colour, you will need to place a new order.

 

European Union 14‑day cooling‑off period

If your order is being shipped to the EU, you have the right to cancel your order within 14 days of receiving it.  

This does not apply to items made to order unless they are defective or incorrect.

 

Refunds

Once we’ve reviewed your issue and approved a refund, it will be processed back to your original payment method.  

Please allow up to 10 business days for your bank or card provider to complete the process.

 

If more than 15 business days have passed since your refund was approved, contact us at info@scousesoul.com.