FAQ
COMPANY INFO
Who are we?
Soullumen-a brand dedicated to personalized healing gifts and heartfelt subscription.
Each product is a work of art for soul healing—we embrace personalized customization and heartfelt gifting experiences as a medium to fulfill the emotional healing needs of modern urban life. Our founding team has risen from the darkest depths of depression, having endured the emotional storms of 3 a.m. and witnessed the dawn of hope brought by a small token of comfort. Now, we infuse this profound warmth, born from a journey between life and death, into every creation, making each carefully crafted piece not only a key to self-redempti
Each product is a work of art for soul healing—we embrace personalized customization and heartfelt gifting experiences as a medium to fulfill the emotional healing needs of modern urban life. Our founding team has risen from the darkest depths of depression, having endured the emotional storms of 3 a.m. and witnessed the dawn of hope brought by a small token of comfort. Now, we infuse this profound warmth, born from a journey between life and death, into every creation, making each carefully crafted piece not only a key to self-redempti
PAYMENTS
How can I pay for ?
We gladly accept all major credit cards (i.e. Visa, Mastercard, etc.) or . We may also accept additional payment methods depending on which country you are shopping from. Any available payment methods will be displayed on our checkout page.
Is your site safe and secure?
Great question. Our checkout page uses SSL, which ensures that all of your browsing and shopping data remains private.
What should I do if my payment doesn't work?
We’re sorry for the trouble! First, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, drop us a message and we’ll do our best to help!
Where do I enter my discount code?
During the first stage of checkout, look for a box beneath your order summary. Enter your code and click ‘apply,’ then watch the magic happen. Remember Moon Child, only one discount code can be used per order!
SHIPPING
How long will it take for my package to arrive?
Important information:
- All accurate shipping information can be found above the ‘add to cart’ button for that specific product.
- Shipping times vary according to country, the information below should be used as a guideline/estimate.
NOTE: All shipping times do not account for any unforeseen delays on carrier site.
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In-Stock Products:
Standard Delivery: 6-12 Business Days
Made-To-Order Products:
Delivery: 8-16 Business Days
(NO EXPEDIT SHIPPING AVAILABLE)
- All accurate shipping information can be found above the ‘add to cart’ button for that specific product.
- Shipping times vary according to country, the information below should be used as a guideline/estimate.
NOTE: All shipping times do not account for any unforeseen delays on carrier site.
—----------------------
In-Stock Products:
Standard Delivery: 6-12 Business Days
Made-To-Order Products:
Delivery: 8-16 Business Days
(NO EXPEDIT SHIPPING AVAILABLE)
How much does shipping cost?
We are pleased to offer the most competitive service while ensuring fast and hassle-free delivery.
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For orders:
Orders over $29.9: Shipping costs are covered by us, you're welcome!
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For orders:
Orders over $29.9: Shipping costs are covered by us, you're welcome!
Can I track my packagejourney in the mail?
Absolutely! You'll be able to follow your new magical jewelry every step of the way.
Keep an eye on your email inbox. We'll send you a tracking number and tracking link. You can also send us a quick message and we'll be happy to track it for you.
For made-to-order items, please allow up to 3 business days until your tracking link shows updates.
Keep an eye on your email inbox. We'll send you a tracking number and tracking link. You can also send us a quick message and we'll be happy to track it for you.
For made-to-order items, please allow up to 3 business days until your tracking link shows updates.
Can I have my order shipped as a gift?
Our custom products are the perfect gift for that special someone in your life... perfect choice!
We also offer beautiful gift bags and perfect gift wrapping kits to add a touch of charm to your thoughtfully prepared gift. No need to buy packaging elsewhere - just add it to your shopping basket and once you receive the package, you will have the perfect gift!
We also offer beautiful gift bags and perfect gift wrapping kits to add a touch of charm to your thoughtfully prepared gift. No need to buy packaging elsewhere - just add it to your shopping basket and once you receive the package, you will have the perfect gift!
Returns & Exchanges
Can I return My Package？
Yes! We want you to love your choice. If you are not 100% satisfied, we will do our best to solve the problem for you. Please note:
We offer a 40-day return service, and returns support the following scenarios:
1. The product customization information does not match or the customization is wrong
2. We sent the wrong order or item, you received any damaged items, or the product you received was of poor quality/defective.
3. The picture or text is not clear, the size is wrong
The following reasons are not covered by our 40-day return policy. We are not responsible for these issues.
1. Products that exceed the return processing time limit (40 days after the order is signed)
2. Non-quality issues for personalized products
3. Products damaged by misuse, improper operation or poor maintenance
4. Partial returns or exchanges of set products are not accepted
5. Due to personal reasons such as personal taste, change of mind, etc.
6. All products in our "Limited Gift Box" series are not accepted for exchange or return.
We offer a 40-day return service, and returns support the following scenarios:
1. The product customization information does not match or the customization is wrong
2. We sent the wrong order or item, you received any damaged items, or the product you received was of poor quality/defective.
3. The picture or text is not clear, the size is wrong
The following reasons are not covered by our 40-day return policy. We are not responsible for these issues.
1. Products that exceed the return processing time limit (40 days after the order is signed)
2. Non-quality issues for personalized products
3. Products damaged by misuse, improper operation or poor maintenance
4. Partial returns or exchanges of set products are not accepted
5. Due to personal reasons such as personal taste, change of mind, etc.
6. All products in our "Limited Gift Box" series are not accepted for exchange or return.
How do I return ？
1. The returned goods should be brand new and unworn. The goods should remain in the original condition when you received them.
2. The discount code expires after use and cannot be restored after return.
3. For personalized products, if you need to cancel or replace the product or replace the personalized content, you need to pay 30% of the product price as a customization fee. (Special note: Even if you contact us to cancel/modify immediately after placing an order, we will charge the corresponding production fee, because customized products will be produced immediately after the order is placed to ensure timely production and delivery. Thank you for your understanding.
2. The discount code expires after use and cannot be restored after return.
3. For personalized products, if you need to cancel or replace the product or replace the personalized content, you need to pay 30% of the product price as a customization fee. (Special note: Even if you contact us to cancel/modify immediately after placing an order, we will charge the corresponding production fee, because customized products will be produced immediately after the order is placed to ensure timely production and delivery. Thank you for your understanding.
When will I receive my refund?
As soon as we receive your returned item(s), we will initiate a refund of the purchase price of your items (excl. the shipping fee in case you paid for shipping) within 7 working days. Please note that for all countries taxes, duties and shipping costs are non-refundable.
SUSTAINABILITY
Is Soullumen a sustainable company?
There is no second planet and we know that Earth is what we all have in common.
Becoming a sustainable company is a process of continuous improvement and we set ourselves ambitious goals. Corporate Social Responsibility is more than just a term for us, it is part of our vision every day.
For every product ordered, we make a donation to the charity "Trees for the Future "(TREES) and our goal is to plant 1 million trees. It is our small but sincere contribution to this amazing place where we all live and call home.
Becoming a sustainable company is a process of continuous improvement and we set ourselves ambitious goals. Corporate Social Responsibility is more than just a term for us, it is part of our vision every day.
For every product ordered, we make a donation to the charity "Trees for the Future "(TREES) and our goal is to plant 1 million trees. It is our small but sincere contribution to this amazing place where we all live and call home.
How do you give back?
We believe that anyone who wants to heal themselves or others has a responsibility to give back. That's why with every order we receive, we donate to the charity Trees for the Future (TREES). It's our small but sincere contribution to this amazing place we all live and call home.
Join our mission and heal yourself, and heal the planet too!
Join our mission and heal yourself, and heal the planet too!