FAQ
FREQUENTLY ASKED QUESTIONS
Do you have a guarantee?
Yes, we have a guarantee for our pieces. Please see more in detail to the dedicated page Guarantee.
What is the return policy?
Yes, we have a return policy. Please see more in detail to the dedicated page Delivery & Returns.
How can I track my order?
Depending of the shipping method you will be able to track your shipments or not. Please
see more in detail to the dedicated page.
Can I cancel or update my order? or change my shipping address?
Yes, you can cancel or update your order, as well change your shipping address while
the order is in process. Once the order left, we can’t update the order or modify the shipping address.
What is the exchange policy?
You can exchange your order to any other products in our online shop. Keep in mind the shipping fees are additional and not included.
ORDER + SHIPPING
What are the shipping fees and delivery timeline?
For the delivery fees and delivery timeline visit our dedicated page in here.
Can I cancel or update my order? or change my shipping address?
Yes, you can cancel or update your order, as well change your shipping address while
the order is in process. Once the order left, we can’t update the order or modify the shipping address.
My order is delayed, when will I receive it?
Contact or customer service team and we will check about your order and reply you back.
What does pre-order and shipping later mean?
Several of our pieces and collections are limited editions, while others are crafted in small batches, resulting in limited availability to meet the demand. By pre-ordering and opting for delayed shipping, you can secure your purchase in advance. As soon as the next batch is completed in our atelier, we prioritize delivering to those who pre-ordered, ensuring timely fulfillment of your order.
Where do you ship to?
Currently, we offer delivery services within Japan, Hong Kong, Mexico, and Spain. We are in the process of expanding our reach to additional territories. However, if you reside outside of these countries and desire to own one of our distinctive Soul Nomads pieces, please reach out to us via email. Simply let us know which piece you're interested in, and we'll work together to arrange a way for
you to acquire it.
RETURNS + EXCHANGES
What is the return policy?
Yes, we have a return policy. Please see more in detail to the dedicated page.
How do I return my online purchase?
Changed your mind? No problem. You have 30 days from the date of purchase to request a full refund, credited back to the original payment method.
To initiate a return, please contact us to obtain your Returns Authorization (RA) number. We'll guide you through the process, though shipping fees may apply. See more details in here.
How much is the return shipping fee?
Please be advised that returning items involves shipping at your own risk. We highly recommend insuring the returned goods for added security. Until the return is processed, the items remain under your responsibility, and it's essential to handle them with reasonable care.
Kindly note that the original shipping fee is non-refundable and will be deducted from the refundable amount. Orders shipped outside of Japan and Hong Kong may incur additional duties and taxes. It is your responsibility to cover these fees, and we are unable to waive or refund them, even if the order is returned to us.
For further information, please refer to our dedicated Delivery & Returns page.
What is the exchange policy?
You can exchange your order to any other products in our online shop. Keep in mind the shipping fees are additional and not included.
When will I receive my refund?
Upon receiving and inspecting the returned goods, if they are found to be in perfect condition, we will promptly arrange the refund and notify you accordingly. Please note that financial institutions such
as banks and credit card companies may take 7-10 working days to reflect the refund in your bank statement. We appreciate your patience during this process.
I mistakenly returned the wrong item!
Please ensure that the correct and complete item(s) are returned for your refund. Unfortunately, due to logistical and customs restrictions, Soul Nomads cannot reship items that are mistakenly sent as returns. If you encounter this situation, please contact us here, and we will provide assistance, to resolve your issue.
PRODUCT CARE
Do you have a guarantee?
Yes, we have a guarantee for our pieces. Please see more in detail to the dedicated page Guarantee.
How do I take care of my jewelry?
TLC is always needed! Be sure to check out our Jewelry Care Guide page.
How do I use my polishing cloth?
To maintain the pristine appearance of your piece, delicately polish the surface using the provided polishing cloth. After each use, it's essential to wash your hands to remove any residual cleaning agents.
If you notice dark residue on the cloth, rest assured, it indicates that the cloth is effectively removing dirt, oil, and residues from the surface. This residue is a natural byproduct of the cleaning process. However, avoid washing the polishing cloth, as doing so will diminish its effectiveness over time.
For safety reasons, please keep the polishing cloth out of reach of children.
PRODUCT INFORMATION
How do I determine ring size?
While we can't guarantee your ring size without physically measuring your finger or trying on one of our rings, we do offer some helpful tricks to assist you in determining your ring size or that of a loved one!
If you already possess a ring that fits perfectly, whether it was gifted or an heirloom piece, you can use it as a reference alongside our ring size chart to find the ideal size.
Can I order a custom piece?
Custom Design
Currently, we're unable to fulfill custom design requests. However, we highly encourage you to join our newsletter! We frequently introduce new products, so you're sure to discover something you adore among our latest releases!
Custom Sizing
The sizes displayed on each product page are the only ones
available for purchase at this time.
Custom Engraving
At present, we exclusively provide the font styles showcased on the individual product pages for engravable items. The maximum number of characters and the permissible types are specified on each product page under Description and Details.
Please be aware that we reserve the right to cancel your order if the engraving request contains any profanity or derogatory language.
Do prices ever change?
Changes in factors such as global supply chain disruptions, inflation, and fluctuations in the cost of raw materials like gold and diamonds may occasionally affect our prices. However, we are committed to providing you with high-quality products at competitive prices, and we strive to minimize any impact on our customers as much as possible.
SUSTAINABILITY
How is Soul Nomads reducing their carbon footprint?
Soul Nomads is proud to use of recycled gold and silver.
What is traceability in the fine jewelry industry, and why is it important?
Traceability in the jewelry industry entails meticulously tracking the entire journey of a piece's creation, from its inception to completion. This involves identifying responsible sources for precious materials and ensuring the adoption of more sustainable practices throughout the production and delivery processes. From human rights violations to environmental degradation, the fine jewelry industry can inflict significant harm on workers, the environment, and economies globally. By meticulously tracing each step and prioritizing safety, fairness, and enhanced processes, Soul Nomads aims to contribute to a brighter future for both the industry and the planet.
What is recycled gold, and how is it different from newly mined gold?
Gold sourced from various origins, such as old jewelry or electronic waste, constitutes recycled gold. The more gold we recycle and reincorporate into the industry, the greater the benefits for both the sector and the environment. Recycled gold upholds the same quality and luster as freshly mined gold. Nevertheless, choosing recycled gold promotes enhanced circularity and minimizes waste. Given that gold is an enduring element, maintaining its appearance and properties through successive recycling processes, it offers a sustainable alternative with no compromise on quality.
How can consumers make more environmentally conscious decisions when buying jewelry?
When customers purchase jewelry from designers committed to responsible sourcing and advocating for traceability, they actively contribute to the advancement of the entire industry. Choosing pieces crafted through sustainable practices ensures ongoing support for companies like Soul Nomads, dedicated to fostering a more responsible jewelry sector.
Do you collaborate in any activities that create any positive social impact?
We passionately advocate for impactful causes through our partnership with Happy Kids Charity in Sierra Leone. This organization focuses on aiding children and adolescents afflicted with HIV or AIDS. Our mission is twofold: to ensure they receive vital medical treatment and education, thereby enhancing their prospects for a brighter future. Additionally, Happy Kids Charity conducts local educational initiatives to mitigate the transmission of the disease within the community.
We are proud to give towards creating a more just and equitable world.
GIFTING
Do you offer gift cards?
Certainly! We provide digital gift cards for your convenience. Simply click here to select your desired value. Please note that gift cards are non-refundable.
Soul Nomads gift cards are exclusively valid when purchased on soulnomads.com. We regret to inform that we cannot honor or re-issue gift card credit acquired from third-party sources.
Please be aware that discount codes cannot be applied to gift card purchases. Soul Nomads reserves the right to cancel any order if these policies are violated.
How do I redeem my gift card?
Enter the code during the checkout purchasing process.
Do you offer discreet packaging?
Currently, we do not provide discreet packaging. Therefore, we kindly request that you select a shipping destination where you feel comfortable receiving the parcel.
PAYMENT
What payment methods do you accept?
Credit and Debit Visa Card
Presently, we accept major credit cards for payment. If you possess a Soul Nomads account, your default billing details will automatically populate during checkout. Alternatively, if you do not have an account, you can manually input your payment information when placing your order. Please be aware that depending on your card's limitations, the bank may decline the transaction.
Soul Nomads retains the authority to verify the validity of the card utilized and may refuse transactions based on the outcome of these verifications.
How are refunds processed?
For questions on returns and exchanges, please check here.
Please be advised that Soul Nomads is unable to issue a refund to a payment method other than the one initially used to place the order. Once we receive your returned item at our warehouse, please allow up to 10-15 business days for our returns team to process it and send you a return confirmation email.
Credit / Debit Card
Following the processing of the return by our returns team, please note that it may take approximately 7-12 business days for the funds to reappear in your account, depending on your bank's processing times. If you have canceled your credit card or have been issued a new one, the refunded amount will be transferred by your bank accordingly.
Will I be charged duties, taxes and any other fees?
Duties and Taxes
Japan and Hong Kong duties are included. Taxes are applied at check-out.
You may incur duties and taxes on your shipment for which you will be responsible. Please be aware that Soul Nomads has no control over these fees, and we cannot predict their exact costs as they vary by country. For further details, we recommend contacting your local customs office. Please note that we are unable to reimburse you for any duties and taxes paid upon delivery.
Foreign Transaction Fees
Soul Nomads does not impose any additional fees beyond the total amount owed for the order. Any additional fees applied would be at the discretion of your bank and are beyond our control. Unfortunately, we are unable to offer refunds for foreign transaction fees.