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FAQs


Q: Can I cancel my order after it’s been placed?
A: We’re unable to cancel orders once they’ve been submitted. Please review your order carefully before completing your purchase.

Q: Can I make changes to my order after placing it?
A: Unfortunately, we cannot make changes to orders once they are placed. This includes changes to size, color or item selection. If you entered the incorrect shipping address, please contact us immediately after placing the order.

Q: Do you accept returns?
A: Yes, we accept returns for store credit only within 14 days of delivery. Items must be in their original, unworn, unwashed condition with all tags attached. See our full return policy details here.

Q: Do you offer exchanges?
A: We do not offer exchanges at this time. If you need a different item, you’re welcome to return the original (if eligible) for store credit and place a new order. Please be sure to check the size charts as each style has its own unique fit! You might be one size in a tee and another in a different piece.

Q: The color looks slightly different in person — why?
A: We do our best to display product colors and details as accurately as possible. Please note that digital images of our products are for illustrative purposes only. While we make effort to ensure accurate color, texture, and detail in our photos and mockups, the appearance of items may vary due to lighting, photography, or differences in screen settings. As a result, the final physical product may look slightly different than it appears online. These variations are not considered defects and do not qualify for return.

Q: What should I do if I receive a damaged or incorrect item?
A: Please contact us within 48 hours of delivery with your order number and a photo of the issue. After confirmation, we’ll send a replacement at no additional cost.

Q: How long will it take to receive my order?
A: Processing times vary depending on the manufacturer, but most orders ship out within 3 to 10 business days. Please see our full shipping details here. 

Q: Why did my order arrive in multiple packages?
A: Some items ship from different fulfillment partners and may arrive separately. You will receive tracking information for each package.

Q: Do you ship internationally?
A: Yes, we offer international shipping to many countries. However, we are unable to ship to certain locations due to carrier or customs restrictions. If we cannot fulfill your order, you will be notified.

Q: How are shipping costs calculated?
A: Shipping rates are based on your location, order weight, and shipping method. You can view accurate shipping rates at checkout after adding items to your cart.

Q: Can I checkout my order in my home currency?
A: Yes! You can confirm or change your currency by scrolling to the footer of the website and using the currency/country selector. To help avoid bank conversion fees, we recommend selecting your home currency and country before placing your order. Please note: currency exchange rates may fluctuate slightly as they are based on the most up-to-date daily conversion rates.

Q: Where do you source the blank clothing from?
A: We carefully select our blank apparel from trusted manufacturers. Depending on the style, we work with a mix of suppliers — most are based in the United States while a few others are internationally based (China, Latvia& Spain). We’re always intentional about choosing pieces that align with our brand values: comfort, style, and responsibility and suppliers who provide high-quality blanks that serve as the perfect canvas for our original designs.

Q: Can the garments go in the washing machine?
A: Yes! All of our items are made to be worn and washed. In general, we recommend turning garments inside out, washing in cold water on a gentle cycle and air drying to keep colors and prints looking their best. Skip the bleach and high heat — your clothes will thank you.

Q: I have a different question, how can I get in touch?
A: You can reach us by using the contact form on our website or by clicking the chat box in the bottom right corner of the screen. We’ll do our best to get back to you within 1 to 2 business days.

Shipping Info

Processing Time

Most orders ship out within 3 to 10 business days, but some items may take longer. Please allow additional time during holidays, sales, or high-volume periods.

Some items may ship separately depending on the manufacturer or fulfillment partner. If your order contains multiple items, they may arrive in separate packages at different times. You will receive individual tracking information for each shipment as they are fulfilled and shipped.

Shipping Rates & Delivery Times

We currently ship worldwide, with some exceptions. If we are unable to fulfill your order due to your shipping address, we will notify you.

Shipping rates vary based on your location and the items in your order. To view accurate shipping costs, please add your items to the cart and proceed to checkout—rates will be automatically calculated before you complete your purchase.

Estimated delivery times after your order is fulfilled:

• USA- 3 to 10 business days

• Canada- 5 to 14 business days 

• International ( EU, UK, Australia etc.) 5 to 14 business days 

Please note that these are estimates only and actual delivery times may vary.

Tracking Your Order

Once your order ships, you’ll receive an email with a tracking number and link to track your package.

Delays or Issues

We are not responsible for shipping delays caused by the carrier, weather, or incorrect shipping addresses provided at checkout.

If your package is marked as delivered but you haven’t received it, please contact the carrier directly. We are unable to refund or replace items that are marked as delivered by the shipping carrier.

Customs & Duties

Buyers are responsible for any customs fees, duties, or taxes incurred during inbound delivery.

Address Accuracy

Please double-check your shipping address before placing your order. We are not responsible for packages sent to incorrect or undeliverable addresses provided by the customer.

Cancelation Policy

We do not accept cancellations. Once you hit that “Place Order” button, it’s a done deal — we’re unable to make changes to orders (that includes swapping sizes, colors, addresses, or items). Our manufacturing team and fulfillment partners move fast, so please make sure everything’s correct before you check out.

Return Info

 

We get it — sometimes things don’t work out. If your item isn’t quite right, you can return it for store credit within 14 days of delivery.

Return Eligibility

• Returns must be requested within 14 days of receiving your order

• Items must be unworn, unwashed and in original condition

• Items marked as Final Sale are not eligible for return

• Swimwear, bodysuits, and custom items are final sale and cannot be returned

How to Submit a Return

Email us with your order number and the item(s) you'd like to return.

We’ll provide return instructions and a return shipping address. Please note, returns are to be shipped to our home headquarters in Vancouver, BC Canada. 

Customers are responsible for the cost of return shipping. Please use a trackable shipping method when sending your package to ensure it arrives safely. We are not responsible for lost or damaged return shipments.

Shipping fees from the original order are non-refundable.

Once we receive and inspect your return, store credit will be issued within 2 to 5 business days.

We reserve the right to reject any returns that show signs of wear, damage, washing, deodorant marks, makeup stains, pet hair or strong odors.

If a returned item does not meet these requirements, it will be sent back to the customer at their expense and no store credit will be issued.

Store Credit Details

Store credit will be issued via a digital gift card and never expires. Credit can be used toward any item in our shop and has to be applied at the time of purchase.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with your order number and clear photos of the issue. Once confirmed, we will gladly send you a replacement item at no additional cost.

We are only able to accept returns that meet the conditions outlined in our return policy and are submitted within the 14-day return window.

Returns requested or received outside of this timeframe or that do not meet our return requirements, will not be accepted.

By making a purchase from Segrasoul, you acknowledge and agree to all terms outlined in our return policy.