Frequently asked questions..

Need answers pronto? We’ve put together some commonly asked questions to give you more information about Soul & Barn.

If you’re a new customer, we encourage you to familiarise yourself with the information below. If you have a question that you can’t find the answer to, please use the contact us page, or email us at and we’ll be happy to help!

Questions & Answers

What are the payment methods available?

At the moment, we accept the following:
Credit cards (Visa/Mastercard/AMEX)
PayPal payments.
Apple Pay
Google Pay

Note: You are welcome to make payments via PayPal without holding a PayPal account. Signing up for a PayPal account is now optional and to complete your transaction with Soul& through PayPal all you need is any supported Debit/Credit card. For more details, click here to see how PayPal can work for you.

Can I place orders over the phone?

No. We currently do not accept any payments over the phone. Our products are available exclusively online through our website Please pick your favourite items and finish your payment online.

Are payments on Soul& secure?

Soul& operates under a company certified as Level 1 PCI DSS compliant. All online payments are safe and secure. Soul & Barn’s ordering system uses an industry standard for encryption technology, which protects your private information, registered on our site.

How long will it take for my order to arrive after I make payment?

Our products are sourced through a variety of suppliers. Normal delivery period is between 7-28 business days. Each individual item you purchase will state the delivery period on the product page, and again on your invoice.

To ensure a speedy delivery to you our policy is to ship products as soon as they’re stocked. This means you may receive one item before the next. If you don't receive all of your items at once, don't panic – they’re on their way!

Can I change my order after I’ve made payment?

Once the payment has been verified, the order can only be cancelled or changed by contacting our sales department at, mark your email “URGENT – Order change” and provide your order invoice number. Contact us as immediately and we will try our best to accommodate you, however, we can't make any promises or guarantees.

Can I cancel my order, and how?
Yes. Contact us ASAP by emailing our sales department at Mark your email “URGENT – Order cancellation” and provide your order invoice number. Orders are typically processed by Soul & Barn within the first 24 hours and any cancellation requests must be made before your order has been finalised, otherwise it cannot be cancelled.

Can I change my shipping address, and how?

Yes. Contact us as ASAP by emailing our sales department at Mark your email “URGENT – Change of delivery address” and provide your order invoice number.

If the order hasn’t been processed, your request will be happily made. If the order has been processed and your details sent to our supplier, we will try our very best to accommodate you, but we can't make any promises or guarantees.

How can I track my orders?

You can check the status of your order at any time. The invoice emailed will contain instructions, a link and a tracking number to you. Follow these and you can track your order(s) 24/7.

If you're still not sure, just email us.  We're happy to help!

What should I do if my order never arrived?

Use your tracking number and confirm your order(s) have shipped already (see “How can I track my orders?”). If your order displays your package on the tracking website has been sent, and you haven’t receive it in the time frame quoted on your order invoice, please contact our sales department at, and we’ll be happy to help!

How long will it take to process the refund?

If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. Please allow 24 hours with PayPal and 7-15 business days with credit card for your refund to appear.

For terms and conditions on refunds, please see our Refund Policy

What about customs fees?

It is the responsibility of the consumer to pay any customs fees, should there be any. Soul & Barn are not responsible for any payments.


If you still can't find an answer to your question, please give our Customer Service guys an email at and they’ll respond asap!