• Orders placed before 1:00pm will usually be ready for collection after 3:00pm on the same day, subject to product availability.

• Orders placed after 1:00pm will usually be ready for collection the next business day, subject to product availability.

• Once your order is ready, you will receive a “Ready to Collect” notification by email or SMS.

• Please wait until you receive this notification before visiting the store, as your order will not be available for collection until it has been confirmed as ready.

• During busy periods or high demand, preparation times may be longer.

Orders must be collected within 7 business days from the date you receive your “Ready to Collect” notification.

Shop 13 / 62 Booth St. Annandale NSW 2038

• The original purchaser must collect the order
• A valid government-issued photo ID
• The order confirmation email or SMS
• The payment card used for the purchase (if requested)

If your order is not collected within the collection period, it may be cancelled and refunded. An administration fee of 20% will be deducted from the refund amount.

Shipping duration varies depending on the shipping method & your location, as a general guide:

• Standard Shipping is usually completed between 3 – 10 business days.
• Express Shipping is usually completed between 1 – 3 business days.
• Please allow additional time for peak periods.
• Deliveries will be made either by Australia Post or Courier, depending on your location. Delivery occurs Monday to Friday only, excluding weekdays that fall on a public holiday.
• Deliveries will require a signature for security reasons and will not be left unattended.

We always attempt to provide a high level of customer service, although on some occasions your delivery may be delayed due to circumstances that are beyond our control, you agree to release us of any responsibility if this occurs.

We provide Flat Rate or Calculated shipping service around Australia, although it can vary depending on your location. Larger items will be charged by weight and your shipping fee will be provided/calculated at the checkout- prior to the submission of your order. 

• We accept returns for up to 7 business days from the purchase date, provided that your item is unopened and in original packaging.
• Items returned after 7 business days may not qualify for a refund.
• You may be offered a refund, exchange or store credit depending on the circumstances.
• All Shipping Costs for returns are the due responsibility of the customer (excludes faulty items or errors)
• When you return an item, the original shipping cost will be deducted from the refund amount.
• Items ineligible for change of mind returns include: jewellery, books, crystal and salt lamps, sale or clearance items.
• An administration fee of 20% may be deducted for certain returns/order cancellations such as Click and Collect. 

If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law.

These rights are not impacted by the returns and exchange policy or limited by a defined time frame. However the Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time.

If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time.

Where an item is damaged through misuse or abnormal use, Soul Universe cannot provide a refund, exchange or repair, whether the fault is identified by Soul Universe, the manufacturer or their service agent.

Soul Universe will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

Step 1
All returns require a Return Authorisation Number (RAN), to submit your request for a return please have your receipt/order number and a description of the problem and submit your request.

You will receive your RAN to your nominated email address so please make sure your details are correct.

Step 2
Once you receive your Return Authorisation Number you will need to prepare your item for return shipping. Pack your item well to prevent any damage occurring during return shipping.

We cannot be held responsible for damage caused during return transit due to improper packaging. Make sure you include all components of the item, for example; packaging, accessories, user guides/instructions/cables.

Step 3
Clearly mark the return address and your order number externally to the package to ensure fast processing. Incorrect labelling may have the package returned to you.

If a refund has been approved; it will be given using your original payment method (ie: Credit Card/ PayPal/Cash).