Returns and Exchange Policy
At Faded Soul, we want you to love your purchase. If something is not the right fit, eligible items may be returned according to the guidelines below.
Important Return Information
Faded Soul proudly offers free return shipping to Canadian customers on eligible regular-priced items only.
Please note:
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Customers are responsible for return shipping costs on discounted items, international orders, and any items that do not qualify for free return shipping.
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Discounted items (including items purchased using discount codes) are excluded from free return shipping.
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Items discounted by 35% or more are FINAL SALE and cannot be returned or exchanged.
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All Special Order items are FINAL SALE and cannot be returned or exchanged.
Special Order items include products ordered specifically for a customer, including items, sizes, colours, or styles that are not part of our regular inventory.
Return Eligibility
Return requests must be submitted within 30 days of receiving your order.
To qualify for a return, items must:
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Be unworn, unwashed, and unaltered.
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Have all original tags attached.
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Include original packaging and accessories (where applicable).
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Be returned in new and resalable condition.
Returns that do not meet these requirements may be refused.
The following items cannot be returned:
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Items discounted by 35% or more
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Special Order items
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Face masks
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Hats
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Underwear
Incorrect, Damaged, or Defective Items
If you receive an incorrect, damaged, or defective item, please contact us within 7 days of delivery with your order number and photos of the issue.
Our team will review the request and provide further instructions.
How to Start a Return
To request a return, please contact:
Please include your order number and reason for the return.
Once your return request is approved, we will provide return instructions and a return authorization number.
The return authorization number must be clearly visible on the outside of the package. Returns sent without authorization may not be accepted.
Customers are responsible for returning items to the address provided by Faded Soul.
Refunds
Once your return arrives at Faded Soul, it will be inspected.
Approved refunds are processed within 7 business days and issued to the original payment method.
Please note:
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Original shipping charges are non-refundable.
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Duties, taxes, brokerage fees, and customs charges paid at delivery are not refundable by Faded Soul.
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Any applicable return-related fees may be deducted from the refund amount.
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Faded Soul is not responsible for currency exchange fluctuations or fees charged by credit card companies, banks, or other financial institutions.
Exchanges
If you would like to exchange an eligible item, please contact:
Exchanges are subject to product availability and must meet all return eligibility requirements.
Order Cancellations
Orders can only be cancelled before they have been processed or shipped.
Once an order has entered fulfillment, it cannot be cancelled and must follow our return policy.
Price Adjustments
We do not offer price adjustments after purchase unless otherwise stated.
U.S. Returns
All U.S. returns must be shipped using United States Postal Service (USPS).
Returns shipped through other carriers may result in brokerage fees or additional charges, which may be deducted from your refund.
Customers must complete customs documentation and mark the package as:
"Return of Canadian Merchandise"
Failure to properly complete customs documentation may result in additional duties, taxes, or brokerage fees, which may be deducted from your refund.
We recommend using a shipping service with tracking and insurance. Faded Soul is not responsible for lost return shipments.
International Returns
International customers are responsible for return shipping costs.
Customers must mark customs documentation as:
"Return of Canadian Merchandise"
Failure to properly complete customs documentation may result in additional duties, taxes, or brokerage fees, which may be deducted from your refund.
Duties, taxes, brokerage fees, and customs charges paid during delivery are not refundable by Faded Soul.
We recommend using a shipping service with tracking and insurance. Faded Soul is not responsible for lost return shipments.
Contact Us
Faded Soul
customerservice@fadedsoul.com
148 Frederica Street West
Thunder Bay, Ontario P7E 3V7
Canada