HELP CENTER
Frequently Asked Questions
Quick answers about orders, shipping, customization, and care.
Need a quick answer? Browse the most common questions below. Still stuck? Email us at [email protected] and we’ll reply within 1–2 business days.
📦 Orders & Personalization
Can I personalize my product?
Yes! Most products have personalization fields at checkout — add your name, text, or custom details before adding to cart.
How should I care for and wash my blanket?
Machine wash separately in cold water on a gentle cycle. Tumble dry on low heat or hang dry to preserve softness and print vibrancy. Do not bleach or iron.
Can I send an order directly as a gift?
Yes! Enter the recipient’s address as the shipping address at checkout. We do not include pricing receipts or invoices inside the package.
Can I change or cancel my order?
Because every item is made to order, please contact us at [email protected] as soon as possible — before your order enters production. Once production starts, changes may not be possible.
I entered the wrong details. What do I do?
Email [email protected] with your order number right away and we’ll do our best to update it before it ships.
🚚 Shipping & Delivery
How long will my order take?
Delivery time = processing time (6–8 business days) + shipping time. See our Shipping Timeline and Shipping Policy for estimates by region.
Do you ship internationally?
Yes — we ship to the US, Canada, UK, Australia, New Zealand, EU countries, and selected international destinations.
How do I track my order?
You’ll receive a tracking link by email once your order ships. You can also use our Track Your Order page.
Will I pay customs or import taxes?
International orders are shipped DDU — local customs duties/taxes may apply and are the buyer’s responsibility. Some countries require a Tax ID at checkout; see Tax ID Requirements.
🔄 Returns & Refunds
What is your return policy?
Since items are made to order, returns are limited to defective or incorrect items. Full details are in our Returns & Refunds Policy.
My item arrived damaged or wrong — what now?
We’re sorry! Email [email protected] with your order number and clear photos, and we’ll arrange a free replacement or refund.
💳 Payment & Discounts
Is my payment secure?
Yes — checkout is fully SSL-encrypted and your data is handled per our Privacy Policy.
Do you offer a first-order discount?
Yes! Use code WELCOME10 at checkout for 10% off your first order. See our First-Time Buyer guide.
Still have questions?
Our team is always happy to help:
📧 Email: [email protected]
🌐 Website: Soulmase
