Policies

Returns & Damaged Items

Last updated 9 October 2026

Our policy

Because perfume is a personal-care product, we only accept returns for items that arrive damaged (for example, a broken bottle, leaking atomiser or crushed packaging). We do not accept returns or exchanges for change of mind or scent preference.

How to report a damaged item

• Contact us on WhatsApp at 0345 9255201 or email info@soulavia.us within 48 hours of delivery.
• Share your order number and clear photos — an unboxing video is the best proof.
• Keep the item and its packaging until we resolve your claim.

What happens next

Once we verify the damage, we will send a replacement at no extra cost, or refund the price of the damaged item if a replacement is not available.