Refund policy
Refunds before being shipped.
If you place an order, and directly after placing it you make up your mind, then you can contact us and we can cancel it for you and give you a refund.
While being shipped
We can not give refunds for products that are on their way, even when they are stuck at customs or even when they might be lost. If a package does not get an update on the tracking for more then 10 days, then you can contact us and we will then contact the courier to start an investigation. This can take up to 6-8 weeks but might also be faster. Most of the times a package still arrives but is just delayed, sometimes packages get lost unfortunately and then you will get a replacement or a refund.
Refunds when you ordered something wrong
If the product is not what you thought and you ordered it wrong, for instance, when the size is too small, or too big, then you can return this product. The shipment costs in this case are to be paid by the customer.
Instead of a refund, it is ofcourse also possible to get a replacement product that suits you better.
Before sending something back, please check out our tips regarding receiving new skates to not make any of these common mistakes:
Warrenty issues
Skates will break down by wear and tear. If you feel like this happened quicker than they should, like wheels that break down after one session, than contact our customer support.
Minor problems can be fixed at the Thisissoul store. Just contact us and come by to let us fix it.
All the technical support for major problems will come from the brand of the product. They will provide a solution, a replacement in case of a problem that should not happen so quickly.
It is often not necessary to send the item back to us.
Upload a picture through the form below instead, we will then forward it to our supplier. The warranty will go through them and it will be replaced depending on what they say The supplier always asks for the same information, that is why we made this form with all the standard questions.
Then processing time for these requests at the brands themselves is always slow. It will take 1-2 weeks sometimes before we get a reply. Then if the warranty is granted and we have the replacement part ourselves in our store, then we can already send it to you. If we do not have the replacement part, then we need to wait for delivery. This can take another 2-6 weeks.
Return address:
Thisissoul
Overtoom 327a
1054JM, Amsterdam
The Netherlands