FREQUENTLY ASKED QUESTIONS

ORDER PROCESSING

All orders are processed within 1–3 business days unless otherwise stated on the product page. Processing time is separate from shipping time.

SHIPPING TIMES

Shipping typically takes 3–7 business days after processing. You will receive a tracking number once your order has shipped.

HOW DO I TRACK MY ORDER?

A tracking link is automatically emailed to you when your order ships. If you do not see it, please check your spam or promotions folder.

CAN I CHANGE OR CANCEL MY ORDER?

Once an order is submitted, changes or cancellations must be requested within 12 hours. After this window, all orders are final and begin processing immediately.

PRODUCTS & SIZING

HOW DO I CHOOSE MY SIZE?

Each product includes a size guide or sizing notes. If you need additional help, contact us and we’ll guide you.

WILL SOLD-OUT ITEMS RESTOCK?

Select items may restock depending on availability. Follow our social media or join our email list for updates.

SHIPPING & DELIVERY

WHAT IF MY PACKAGE SAYS DELIVERED BUT I NEVER RECEIVED IT?

If your package is marked “Delivered,” please check with neighbors, household members, your mailbox, or your local carrier office. According to our Store Policies, we are not responsible for packages after they are confirmed delivered by the carrier. For delivery issues, you must contact the shipping carrier directly.

WHAT IF MY PACKAGE IS LOST IN TRANSIT?

If tracking has not updated for 7+ days, contact us and we will help guide you through the next steps. Please note: Once the carrier confirms a package as delivered or delivered to the wrong location, claims must be handled with the shipping carrier.

RETURNS & EXCHANGES

DO YOU ACCEPT RETURNS?

As stated in our Store Policies, we accept returns within 14 days of delivery for unworn, unused items in original packaging. Items must have no signs of wear, damage, stains, odors, or alterations.

DO YOU ACCEPT EXCHANGES?

Exchanges are accepted only if the requested size or color is in stock. Shipping fees for exchanges are the responsibility of the customer.

WHAT ITEMS ARE FINAL SALE?

All sale items, discounted items, and accessories are final sale and not eligible for returns or exchanges.

DO I PAY FOR RETURN SHIPPING?

Yes. Customers are responsible for all return shipping costs, unless the return is due to a verified error on our end.

ORDER ISSUES

WHAT IF I RECEIVED THE WRONG ITEM OR A DAMAGED ITEM?

If you received the wrong item or something arrives damaged, contact us within 48 hours of delivery with photos. We will resolve the issue in alignment with our Store Policies.

WHAT IF I ENTERED THE WRONG ADDRESS?

We cannot edit or change addresses after checkout. If the package is returned to us due to an incorrect address, the customer is responsible for reshipment fees.

CUSTOMER SUPPORT

HOW DO I CONTACT YOU?

For all support, email us at: support@oldsoulneverfold.com

HOW LONG DOES IT TAKE TO GET A RESPONSE?

Please allow 24–48 business hours for a response.