Exchange Policy

Last updated: 3/3/2026

Exchange Eligibility

At SOUL SEAM, we want you to be completely satisfied with your purchase. Items can be exchanged within 3 days of delivery, provided they are in their original condition with tags attached and unworn.

Conditions for Exchange

  • Items must be unworn, unwashed, and in original condition
  • Original tags and packaging must be intact
  • Proof of purchase (order number or receipt) is required
  • Exchanges are subject to product availability

Mandatory Video Proof Required

IMPORTANT: Video proof is mandatory for all exchange requests. Exchange requests without a valid video will not be accepted or processed.

You must upload a clear video showing the product condition at the time of requesting an exchange. This video helps us verify the product's state and process your request efficiently.

Video Requirements:

  • Duration: Between 10-60 seconds
  • File Size: Maximum 20 MB
  • Supported Formats: MP4, WEBM, or MOV only
  • Content: Video must clearly show the product condition, including any defects, size issues, or discrepancies

Please ensure your video meets all these requirements before submitting your exchange request. Videos that do not meet these criteria will be rejected, and you will need to resubmit with a compliant video.

Exchange Process

  1. Log in to your account and navigate to your order details
  2. Click on "Request Exchange" for the item you wish to exchange
  3. Select the exchange type (Size Change, Color Change, Defective Product, or Wrong Item Received)
  4. Provide a detailed reason for the exchange
  5. Upload a mandatory video (10-60 seconds, max 20 MB, MP4/WEBM/MOV format) showing the product condition
  6. Submit your exchange request
  7. Our team will review your request and the uploaded video
  8. Once approved, we will provide you with return instructions
  9. After we receive and verify the returned item, we will ship the exchange

Note: Exchange requests submitted without a valid video meeting all requirements will be automatically rejected. Please ensure your video is uploaded and meets all specifications before submitting.

Non-Exchangeable Items

The following items cannot be exchanged:

  • Items that have been worn, washed, or damaged
  • Items without original tags or packaging
  • Sale or clearance items (unless defective)
  • Personalized or customized items

Shipping Costs

Return shipping costs for exchanges are the responsibility of the customer, unless the item received was defective or incorrect. We will cover shipping costs for the replacement item.

Contact Us

For exchange requests or questions, please contact us at soulseamhelp@gmail.com