FAQ

DO I NEED TO REGISTER IF I WANT TO SHOP AT SOULZ.LT?
On SOULZ you can complete your purchase either as a registered customer or a guest. The registration is very easy and does not take much time. As a registered customer you will be able to follow the journey of your current order as well as review the history of previous ones. You will also receive special offers, birthday discounts and information regarding new collections and sales.

WHAT IS THE SHOPPING CART?
The shopping cart is all your preferred items in one place. You can view the contents of your shopping cart and change and/or delete items pre-purchase. You are not required to buy all of the items right after adding them, however, we can not guarantee, that items you save will remain in stock. Adding items to the cart does not automatically reserve them.

WHAT IS A WISHLIST?
You can save your favorite items in your wishlist and always have them at hand even after closing the SOULZ page. You add items to the list by clicking the heart at the top right corner and can also remove them by clicking the cross icon in the same exact place. If you wish to buy something from the list, simply add it to your shopping cart and complete your purchase as usual. You can only enjoy the use of whishlist, if you are a registered customer. Adding items to your wishlist does not automatically reserve them. 

HOW DO I KNOW ABOUT MY ORDER STATUS?
After completing your purchase you will receive a confirmation email. If the purchase is not successfully completed you will be informed via email. After confirmation we are unable to cancel your order, as it is already in preparation.

HOW CAN I GET INFORMATION ABOUT NEW COLLECTIONS, SALES, DISCOUNTS AND SPECIAL OFFERS?
You can subscribe to our newsletter using your email and receive all updates regarding SOULZ.

IS THERE A PRICE DIFFERENCE WHEN SHOPPING ONLINE AND IN-STORE?
There is no price difference, prices in SOULZ are the same as in all the other Apranga Group stores. It can only change if the customer receives any special offers or birthday discount.

HOW CAN I TRACK MY SHIPMENT?
When an order is handed to our partners, the customer is informed by email. The email contains a tracking code that can be used to track the shipment.
 

HOW CAN I PAY FOR MY ORDER?
We offer these payment methods: MAESTRO, VISA, MASTERCARD credit and debit cards, e-banking (banklink) and at the time of delivery, if the amount of the order does not exceed 1000eur. This payment method do not require to pay before shipping an order. Orders using this payment method are set to processing until payment is made upon delivery of the order by courier or to terminal (only by credit card). 

HOW WILL I KNOW THAT MY PAYMENT IS SUCCESSFUL?
You will receive an email "Order confirmation", if the payment is successful.

CAN I GET AN INVOICE?
Yes. In the „Payment" category you need to choose „TAX needed" and fill in the necessary fields. After completing your order, TAX will be sent to the specified email.

CAN I USE MY LOYALTY CARD FOR ?
Yes, VIP and "City" loyalty cards of Apranga Group are valid in Soulz.lt online store.

PAYMENT WITH SOULZ.LT GIFT CARDS.
Select the desired product and click "Add to cart" and select "Buy". Then, in the shopping cart window, next to the field "Choose a payment method", select "Pay with a gift card" and enter the gift card number and click "Add". If the value of the purchase is higher than the available amount of the gift card, you can pay the remaining amount by other payment methods; if it is lower, you can use the remaining part of the gift card for the next purchase.

HOW CAN I GET MY ORDER?
Soulz.ee is offering the following methods:

• Home, office, or any other address delivery 
• Pick-up station delivery
You can choose a different shipping method with every order you make.

WHAT ARE THE SHIPPING COSTS?
Delivery via courier or pick-up terminal is free of charge if your order exceeds 89,00 EUR. 

HOW LONG DO I HAVE TO WAIT FOR MY DELIVERY?
The delivery time is between 2-5 working days.

HOW CAN I FOLLOW THE JOURNEY OF MY ORDER?
You will receive email updates on the status of your order or as a registered customer you can find this information in the „My Account“ section at the top right corner. If you choose delivery via pick-up station, you will receive an SMS with a code to enter at the station. If you choose home, office, or another address delivery, you will receive a phone call from the delivery company.

HOW LONG WILL MY PARCEL BE STORED IN THE TERMINAL?

Parcels are stored in terminals:

OMNIVA - 7 days;
VENIPAK - 3 days;
UNISEND - 3 days.

CAN I CHANGE THE DELIVERY DATE?
Unfortunately, there is no option to change the delivery date.

CAN I GET MY GOODS FASTER?
The delivery time is between 2 to 5 working days. The estimated delivery day is a maximum, so there is always the possibility of receiving your parcel earlier, but we cannot promise or guarantee this.

MY ORDER STATUS IS "IN PROGRESS", WHEN WILL YOU SHIP MY ORDER?
The delivery time is between 2 to 5 working days. When the order is transmitted to the partners, the customer is informed by email.

WHY IS MY ORDER "RETURNED TO SENDER"?
There are several reasons why an order may be returned to the sender:
- An incorrect delivery address or contact details;
- The dimensions of the parcel are too large and the parcel does not fit in the terminal;
- Due to a sorting error, the partners mistakenly return the parcel to the sender.

If you notice that your parcel is being returned to sender, please contact us at [email protected] and we will resend the parcel.

CAN I RETURN AN ITEM, THAT DOES NOT FIT?
You can return items*, if:
• They are not worn;
• They are low-quality; 
•They do not fit you in regards to size, material, or expectations.

You can return your orders within 14 days from the day you received the parcel. All the labels and packages can‘t be damaged and removed. Swimwear can be returned if hygiene seals has not been removed or damaged.

HOW CAN I RETURN GOODS?
You can return the goods in the following ways:
•  via pick-up terminal. If you have a SOULZ account, all you have to do is to go to your order and click the „Return“ button to complete the refund form. If you have made the order as a guest, you will find the return link in the email „YOUR ORDER HAS BEEN DESPATCHED“. After filling the return form, you will receive an email soon after with a shipment code and the selected pick-up terminal, to which the goods should be delivered. All items from a single order must be packed in one box and sealed properly. The parcel sticker will be printed at the pick-up terminal.

WHAT ARE THE SHIPPING COSTS FOR RETURNS?
The returns are free of charge.

WILL I GET A REFUND FOR THE DELIVERY?
There are no refunds for delivery.

WHEN WILL I GET MY REFUND?
Money is usually refunded within 5 business days with the same payment method, that was used at the time of purchase. After the return reaches us, you will receive a confirmation email.

CANCELLATION AND RETURN OF THE PURCHASE WITH A GIFT CARD:
In case of cancellation and return of the order, the money will be returned to the same gift card you paid for when ordering, so when purchasing goods with a gift card, please keep it until you are sure that the goods are suitable for you.

CAN I EXCHANGE A PRODUCT?
Unfortunately, we do not exchange items. In this case, you will need to make a return and place a new order.

WHAT IS THE ADDRESS WHERE I CAN RETURN THE GOODS?
Once you have filled in the return form, a parcel sticker with the correct address will be created automatically.

I PAID FOR THE GOODS AT THE TIME OF DELIVERY, HOW WILL I GET MY MONEY BACK?
When filling in the refund form, you will need to specify the bank account to which you wish to receive the refund.

CAN I RETURN MORE THAN ONE ORDER IN THE SAME PACKAGE?
We always suggest that you do not mix returns, but if this has happened and you have placed items from multiple orders in one box, please inform us [email protected].

WHAT IF I HAVE FILLED IN THE RETURN FORM INCORRECTLY?
If you have filled in the return form incorrectly, please inform us at [email protected] and we will cancel the return form so that you can fill it in again.

HOW CAN I FIND OUT IF YOU HAVE RECEIVED MY RETURNED GOODS?
You can track your parcel with the parcel code you used to return the goods. Once the return has been confirmed, you will be notified by email.

WHAT IF I DON'T RECEIVE MONEY FOR RETURNED GOODS?
The funds will reach your bank account within 5 working days after the confirmation of the return. In the first instance, we always ask you to check your bank account to make sure the funds have not reached it. If the funds have not reached your bank account, please contact [email protected].

CAN I GET MY REFUND IN ANOTHER BANK ACCOUNT?
If you have chosen to pay on delivery, you can specify a bank account that suits you on the return form.

I RECEIVED AN INCORRECT REFUND, WHAT SHOULD I DO?
If you think we have refunded you the wrong amount, please contact us at [email protected].

WHAT IF THE BANK CARD/ACCOUNT I USED FOR SHOPPING HAS BEEN BLOCKED?
If your bank account has been blocked, please contact us at [email protected].

IF AN ITEM IS CURRENTLY OUT OF STOCK HOW DO I GET NOTIFIED IF IT IS RESTOCKED?
If the item you want is sold out, you can register your email address and we will let you know as soon as it becomes available. To do so please click on the note „Inform when back in stock“ next to the size chart. When the item is back in stock, you will receive an email. The email is not a reservation.

WHERE CAN I FIND THE ITEM NUMBER?
The product number is listed in the additional product information.

WHERE CAN I FIND THE SIZE CHART?
The size chart can be found above the size selection box.

WHAT PRODUCTS ARE LABELLED AS SUSTAINABLE?
All items that are made from eco-friendly, recycle or low-impact materials.

ARE THE LOYALTY CARDS OF "APRANGA GROUP" VALID SHEN SHOPPING AT THE SOULZ ONLINE STORE?
The VIP and "City" loyalty cards are valid while shopping at Soulz.lt.

HOW TO ACTIVATE YOUR LOYALTY CARD AT SOULZ ONLINE STORE?
Create a Soulz account. Click the "Loyalty" button on the left side of your account, enter your loyalty card number in the "Card code" field and click "Save". Once you add it, the discount will automatically be applied to all purchases you make on Soulz. If you have a card with no discount yet, your purchases on Soulz will still accumulate points. The loyalty discount applies only to non-discounted items.

THE SYSTEM ASKS FOR MY PHONE NUMBER WHEN TRYING TO ADD MY LOYALTY CARD. HOW SHOULD I DO THAT?
Go to "My Account" and select "Address book". Enter all the necessary information and the system will allow you to add your loyalty card.

ARE THE LOYALTY CARDS VALID FOR ALL ITEMS?
The loyalty discount applies only to non-discounted items.

WILL THE PURCHASES, MADE ON SOULZ.LT, ADD ON THE LOYALTY CARD POINTS?
Yes, all purchases made on the Soulz online store accrue on the customer loyalty card.

HOW TO DELETE MY SOULZ ACCOUNT?
If you would like to delete your user account please log into to it then go to "My account" and click the "delete account" button. Your profile will be removed from our system within 1 working day.

CAN I CANCEL MY ORDER?
We are sorry, but once your order has been placed, we can no longer cancel it as it is in the process of being prepared.

CAN I CHANGE MY ORDER? (SIZE, COLOUR, ADDRESS, DELIVERY METHOD.)
If your order is not yet ready to be shipped, we can still make adjustments. To change your order, please always contact us as soon as possible.

MY ORDER IS MISSING THE ITEM(S) I ORDERED, WHAT SHOULD I DO?
If you have missed an item when you receive your order, please inform us immediately at [email protected].

I RECEIVED A DEFECTIVE PRODUCT, WHAT SHOULD I DO?
If you notice that the product you have received is defective, please inform us by email and send a photo of the defect to [email protected].

I DIDN'T RECEIVE THE PRODUCT(S) I ORDERED, WHAT SHOULD I DO?
If you have not received the item(s) you ordered, please inform us immediately at [email protected].