Frequently Asked Questions
The Brand
What is Soulstie?
Soulstie is a Portuguese women's fashion brand born from the desire to create elegant pieces without sacrificing individuality. Each piece is designed to accompany women who seek to feel confident, feminine, and authentic — from work to leisure, without having to choose between elegance and identity.
Where does Soulstie produce its pieces?
All pieces are ethically designed and produced in Portugal. We value quality materials, intentional details, and a design meant to last beyond trends.
What materials are used?
We work primarily with ramie and viscose — light, natural, and quality fibers. Our supplier is OEKO-TEX Standard 100 certified, which ensures that the materials are safe for the skin and produced with respect for people and the environment.
What does hand-dyed mean?
Hand-dyed pieces are manually dyed using pigments composed of 65% recycled textile waste — an artisanal and sustainable process developed with the Recycrom/Aquitex technique. Each piece is unique: there may be slight variations in pattern, shade, and color distribution, which are part of the artisanal nature of the product.
Are all hand-dyed pieces the same?
No — and that's what makes them special. The dyeing is done manually, meaning that the pattern, depth, and color distribution subtly vary from piece to piece. Each item is unique by nature.
Product & Sizes
How do I know my size?
Our sizes range from XS to L. We recommend choosing your usual size. Each product page has information about the fitting — including the model's reference and the size she is wearing. If in doubt between two sizes, consult the specific FAQs for each product for more precise guidance.
Are the fabrics transparent?
No. The fabrics were selected to ensure comfort and coverage, maintaining a light and natural drape.
Does the fabric wrinkle easily?
As these are natural fibers, soft creases may appear with use — which is part of the organic character of these materials. It is not a defect; it is a natural characteristic of the fibers.
How should I wash the pieces?
Ramie: wash at up to 30ºC on a delicate cycle, dry naturally, iron at medium temperature with steam if necessary. Avoid bleach and tumble drying.
Viscose: preferably hand wash or at up to 30ºC on a delicate cycle, dry naturally avoiding prolonged direct sun exposure, iron at low to medium temperature. Avoid bleach and tumble drying.
Hand-dyed pieces: always wash separately for the first few uses, especially intense shades, to preserve color depth.
Orders & Payments
How do I place an order?
Select the pieces you want, choose the size, and add them to the cart. The checkout process is simple and secure — you will receive a confirmation email once the order is completed.
What payment methods are available?
We accept the payment methods shown at checkout — including credit/debit card and other options available depending on your device and country. Soulstie uses secure payment platforms and does not store banking details.
Can I cancel my order?
Yes, but only before shipping. Once the order has been dispatched, the process follows our exchange and return policy. If you need to cancel, please contact us as soon as possible at hello.soulstie@gmail.com.
I received the order confirmation — what happens next?
Your order is being prepared. Once it is dispatched, you will receive a new email with shipping information and, where available, a tracking number.
Shipping
What is the delivery time?
Delivery times are estimated and shown at checkout. They may vary during periods of higher order volume, campaigns, or situations outside Soulstie's control.
How much does shipping cost?
Shipping costs are automatically calculated at checkout based on the order's destination.
Can I track my order?
Yes. After dispatch, you will receive an email with shipping information and, where available, the tracking number to follow your delivery.
Does Soulstie ship to other countries?
For now, the primary focus is on deliveries within Portugal. For international shipping, please contact us at hello.soulstie@gmail.com before placing your order.
What happens if the delivery is delayed?
The indicated times are estimates. Soulstie is not responsible for delays attributable to carriers, but we will do everything in our power to keep you informed. If in doubt, please contact us.
Exchanges & Returns
What is the deadline to exchange or return a piece?
You have 14 days after receiving the order to request an exchange or return.
What are the conditions for a return to be accepted?
The pieces must be in perfect condition, with no signs of use, washing, or alterations, with all original tags and, whenever possible, in the original packaging. Soulstie reserves the right to refuse returns that do not meet these conditions.
How do I request an exchange or return?
The request can be made directly through the customer area on the website. After submission, you will receive all the necessary instructions to complete the process.
Are there costs for the first exchange?
No. The first exchange is free in Portugal — Soulstie covers the shipping costs. Additional exchanges are the customer's responsibility.
How does the refund work?
Returns are refunded using the same payment method used for the purchase, within a maximum of 14 days after receipt and approval of the returned item. Shipping costs for the return are the customer's responsibility.
What is store credit?
Alternatively to a refund, you can opt to receive the return amount as store credit to use in a future purchase. When choosing store credit, an additional benefit of 10% on the value of the returned item is added — except for items purchased on sale or at a discount. The credit is sent via email.
Can I return an item bought on promotion?
Items purchased on promotion or sale are not eligible for a monetary refund. In these cases, the return is processed exclusively as store credit, without any additional benefit.
Are variations in hand-dyed pieces considered a defect?
No. Hand-dyed pieces are manually dyed, so there may be slight variations in pattern and shade compared to the website photographs. These differences are part of the artisanal nature of the piece and are not considered defects.
I received a damaged or incorrect item. What do I do?
Contact us at hello.soulstie@gmail.com within a maximum of 48 hours after receipt, indicating the order number and visible photos of the problem. Soulstie will analyze each situation individually and cover associated costs when applicable.
Contact
How can I contact Soulstie?
We are available via:
Email: hello.soulstie@gmail.com
WhatsApp: +351 915 080 024
Instagram: @soulstieofficial
What is the response time?
We respond as quickly as possible. During periods of higher volume, the response time may be 1 to 2 business days.