FAQ

Frequently asked questions


Here are some answers to the most popular questions. If you haven't find the answer to your question, please contact us via phone: +370 5 207 8801 or e-mail: [email protected]


SHOPPING

DO I NEED TO REGISTER IF I WANT TO SHOP AT SOULZ.LT?

On SOULZ you can complete your purchase either as a registered customer or a guest. The registration is very easy and does not take much time. As a registered customer you will be able to follow the journey of your current order as well as review the history of previous ones. You will also receive special offers, birthday discounts and information regarding new collections and sales.



WHAT IS THE SHOPPING CART?

The shopping cart is all your preferred items in one place. You can view the contents of your shopping cart and change and/or delete items pre-purchase. You are not required to buy all of the items right after adding them, however, we can not guarantee, that items you save will remain in stock. Adding items to the cart does not automatically reserve them.



WHAT IS A WISHLIST?

You can save your favorite items in your wishlist and always have them at hand even after closing the SOULZ page. You add items to the list by clicking the heart at the top right corner and can also remove them by clicking the cross icon in the same exact place. If you wish to buy something from the list, simply add it to your shopping cart and complete your purchase as usual. You can only enjoy the use of whishlist, if you are a registered customer. Adding items to your wishlist does not automatically reserve them. 



HOW DO I KNOW ABOUT MY ORDER STATUS?

After completing your purchase you will receive a confirmation email. If the purchase is not successfully completed you will be informed via email. After confirmation we are unable to cancel your order, as it is already in preparation.



HOW CAN I GET INFORMATION ABOUT NEW COLLECTIONS, SALES, DISCOUNTS AND SPECIAL OFFERS?

You can subscribe to our newsletter using your email and receive all updates regarding SOULZ.



IS THERE A PRICE DIFFERENCE WHEN SHOPPING ONLINE AND IN-STORE?

There is no price difference, prices in SOULZ are the same as in all the other Apranga Group stores. It can only change if the customer receives any special offers or birthday discount.

PAYMENT

HOW CAN I PAY FOR MY ORDER?

We offer these payment methods: MAESTRO, VISA, MASTERCARD and e-banking (banklink).



HOW WILL I KNOW THAT MY PAYMENT IS SUCCESSFUL?

You will receive an email "Order confirmation", if the payment is successful.



CAN I GET AN INVOICE?

Yes. In the „Payment" category you need to choose „TAX needed" and fill in the necessary fields. After completing your order, TAX will be sent to the specified email.



CAN I USE MY LOYALTY CARD FOR ?

Yes, VIP and "City" loyalty cards of Apranga Group are valid in SOULZ.lt online store.

DELIVERY

HOW CAN I GET MY ORDER?

Soulz.lv is offering the following methods:

• Home, office, or any other address delivery 

• Pick-up station delivery

You can choose a different shipping method with every order you make.



WHAT ARE THE SHIPPING COSTS?

Delivery via courier or pick-up terminal is free of charge if your order exceeds 39 EUR. Otherwise, shipping via courier costs 2,99 EUR, via pick-up terminal - 1,99 EUR.*



HOW LONG DO I HAVE TO WAIT FOR MY DELIVERY?

The delivery time is between 1-4 working days.



HOW CAN I FOLLOW THE JOURNEY OF MY ORDER?

You will receive e-mail updates on the status of your order. You can also find this information in the „My Account“ section. If you choose delivery via pick-up station, you will receive an SMS with a code, you will have to enter at the station. If you choose home, office, or another address delivery, you will get a phone call from the delivery company.

RETURN

CAN I RETURN AN ITEM, THAT DOES NOT FIT?

You surely can return items*, if:

• They are not worn;

• They are low-quality; 

• They do not fit you in regards to size, material, or expectations.

All the labels need to be attached and packaging, such as dustbags, must be intact. You have 14 days from the day of receiving the parcel to return your purchase.

*You can‘t return swimwear and underwear.



HOW CAN I RETURN GOODS?

You can return the goods in the following ways:

•  via pick-up terminal. If you have a SOULZ account, all you have to do is to go to your order and click the "Return" button to complete the refund form. If you made the order as a guest, you will find the return link in the email " YOUR ORDER HAS BEEN DESPATCHED". After filling the return form, you will receive an email shortly with a PIN code and a selected pick-up terminal, to which the goods should be delivered. Single order items must be packed in a single box and sealed properly. The parcel sticker will be printed by the pick-up terminal.



WHAT ARE THE SHIPPING COSTS FOR RETURNS?

The returns are free of charge.



WHEN WILL I GET MY REFUND?

The money is usually refunded within 5 business days with the same payment method, that was used at the time of purchase. After the return reaches us, you will receive a confirmation email.

PRODUCT

IF AN ITEM IS CURRENTLY OUT OF STOCK HOW DO I GET NOTIFIED IF IT IS RESTOCKED?

If the item you want is sold out, you can register your email address and we will let you know as soon as it becomes available. To do so please click on the note „Inform when back in stock“ next to the size chart. When the item is back in stock, you will receive an email. The email is not a reservation. Also, you can check the item availability in-store, by clicking the option „Check in-store availability“.

LOYALTY

ARE THE LOYALTY CARDS OF "APRANGA GROUP" VALID SHEN SHOPPING AT THE SOULZ ONLINE STORE?

The VIP and "City" loyalty cards are valid while shopping at SOULZ.



HOW TO ACTIVATE YOUR LOYALTY CARD AT SOULZ ONLINE STORE?

Create a SOULZ account. Click the "LOYALTY" button on the left side of your account, enter your loyalty card number in the "CARD CODE" field and click "SAVE". Once you add it, the discount will automatically be applied to all purchases you make on SOULZ. If you have a card with no discount yet, your purchases on SOULZ will still accumulate points. The loyalty discount applies only to non-discounted items.



THE SYSTEM ASKS FOR MY PHONE NUMBER WHEN TRYING TO ADD MY LOYALTY CARD. HOW SHOULD I DO THAT?

Go to "My Account" and select "Address book". Enter all the necessary information and the system will allow you to add your loyalty card.



ARE THE LOYALTY CARDS VALID FOR ALL ITEMS?

The loyalty discount applies only to non-discounted items.



WILL THE PURCHASES, MADE ON SOULZ.LT, ADD ON THE LOYALTY CARD POINTS?

Yes, all purchases made on the SOULZ online store accrue on the customer loyalty card.