Delivery, Returns & Exchanges

Order Processing

Orders are typically processed and shipped within 1-3 business days (Monday through Saturday). Orders placed on weekends or public holidays will be dispatched on the next available working day.

Please note that delivery times are estimated and may vary, especially for remote locations, during national holidays, or due to other unforeseen circumstances.

Orders submitted after the specified cut-off time will be processed the following business day. Cut-off times vary by brand, and orders for Same Day Delivery placed after the cut-off time will be delivered the next day. All cut-off times are based on UAE local time (Gulf Standard Time). Our delivery partner may contact you to verify your address and coordinate a convenient delivery time. Additionally, you may receive a notification when your order is out for delivery. Delivery might be delayed if we are unable to reach you for confirmation.

United Arab Emirates Delivery

Standard Delivery

Standard Delivery is available across the UAE and takes 1 – 3 working days, depending on whether the order is placed before the cut-off time of 4:00 PM (cut off timings might vary slightly from one partner to another). Normally, orders placed before 4:00 PM are shipped on the next working day. 

We offer free shipping on most products. However, this may vary from one respective partner to another. 

Standard Delivery costs, if applied, 20-35 AED on local brands.

Cash on Delivery payment is NOT available for all orders.

Same Day Delivery

Same Day Delivery is available in Dubai, Abu Dhabi, Ajman and Sharjah for certain brands, which is specified on the product page of each item. 

GCC Delivery

Some brands offer delivery to Saudi and Bahrain.

All delivery information for each partner is specified on the product page of each item they offer in “shipping & return” tab.

Cash on Delivery payment is NOT available for all orders for Saudi and Bahrain. 

Orders to Saudi Arabia will be subject to VAT, which will be added automatically at Checkout.

Return & Exchange Policy

At Soul Krave, we want you to be completely satisfied with your purchase. Since our partners handle their own products & deliveries, please note that each seller has their own return and exchange policy.

If for any reason you are not satisfied with your purchase, you may request a return or replacement within 3 days. All returns must be authorized, and you must contact customerservice@soulkrave.com to arrange. Please note the following conditions:

1. All products must be unused, unopened and in the original packaging

2.  Used products may be returned only if they are defective

3. We regret to inform you that we will not refund the original shipping charges, or bear the cost of returns, unless the product is faulty or incorrect

4. Refunds for orders where the original payment method 

Order Errors

You may correct errors on your order up to the point on which you click on “submit” during the ordering process. If you have already placed an order for an incorrect item, please email us at customerservice@soulkrave.com within 30 minutes to amend the order. Please note that if the order has already been processed and dispatched, you will be responsible for the cost of shipping delivery and for the return.

Cancellations

You may cancel your order by sending an email to customerservice@soulkrave.com within 30 minutes of placing the order. Please bear in mind that if you cancel the delivery of the order before the order has been processed and dispatched for delivery, you will not be charged for that specific package. However, we require that you notify us in writing that you are cancelling your purchase as soon as possible. If you cancel the delivery of the order after the order has been processed and dispatched, which may be on the same day, you will be charged the standard delivery charges. The items ordered will be refunded minus the actual delivery charges. 

Samples 
We cannot offer refunds or exchanges on some goods that have been opened, or used, for hygiene reasons.  For this reason, we welcome requests for samples to try our products, matching make-up colours or sampling a new range for the first time. This helps ensure your purchase is one you love. We also encourage you to patch-test prior to using any new products for the first time.

Return Eligibility

• Returns are accepted within [3-10 days] from the date of delivery. However, each seller may have different terms, so please contact customerservice@soulkrave.com for needed information.

• Items must be in unused, unwashed condition, and in their original packaging with tags attached. 

• Non-returnable items: For hygiene reasons, some products such as opened supplements, skincare products, or intimate apparel may not be eligible for returns.

How to Initiate a Return or Exchange:

• To initiate a return or exchange, please contact customerservice@soulkrave.com and we will assist with your return with the vendor. 

Refund Process:

• Refunds will be processed by Soul Krave once the partner has received a complaint and inspected the returned item.

• Refunds will be issued to the original payment method used at checkout. Please note that shipping fees are non-refundable unless the return is due to an error on the seller’s part.

Exchanges:

• If you wish to exchange an item for a different size or colour, please contact customerservice@soulkrave.com. 

Return Shipping:

• Domestic Returns: Return shipping fees are the responsibility of the customer, unless the return is due to a defective or incorrect item.

• International Returns: For international returns, the customer is responsible for return shipping costs.

Defective or Damaged Items:

• If your item arrives damaged or defective, please contact customerservice@soulkrave.com immediately. Each partner is responsible for handling defective products and offering a replacement or refund.

Important Notes:

• Sale Items: Sale or discounted items may only be eligible for store credit or exchange.

• Gift Returns: If you received an item as a gift, you may be eligible for an exchange or store credit from the seller.

• Final Sale: Certain products marked as “Final Sale” are not eligible for returns or exchanges.

By purchasing from Soul Krave, you agree to our Shipping and Return Policy. Please note that shipping and returns are handled by individual sellers, and you should refer to the respective seller’s policies for detailed information. If you have any questions, please don’t hesitate to contact us at customerservice@soulkrave.com.