FAQ - YOUR MOST FREQUENTLY ASKED QUESTIONS

💁 Product Questions & Sizes

Measuring your child's head circumference – here's how

To find the right size for your kids, there are several options.

1. Measure the child's head:

Wrap a string around the child's head and mark the point where the string meets.
Lay the string on a measuring tape and see how long the piece of string is.
You can find which kids' size corresponds to the head circumference in cm in our size charts.

2. Use our age recommendations as a guide:

If you want to give the cap as a gift and cannot measure the head size, use the approximate age recommendations for each kids' size as a guide. You can find the age recommendations in our size charts.

If the measured head size falls exactly between two sizes, we recommend choosing the larger option.

What is the difference between SOULBUDDY sets and FAMILY sets?

SOULBUDDY Caps/Beanies - sets of 2 consist of 1x ADULT size & 1x KIDS size

FAMILY Caps/Beanies - sets of 3 consist of 1x ADULT size & 2x KIDS sizes

Of course, you can also use our Mix & Match Bundle Builder for caps & beanies to put together your individual set.

My favorite color is sold out - what can I do?

If your desired item is out of stock, you can sign up directly on the product page via the “NOTIFY ME” button and you will be notified by email immediately as soon as your favorite product is available again. We also keep you regularly informed about our shop updates via our newsletter.

Can I choose different colors for the sets?

Of course! If you love it colorful, please use our Mix & Match Bundle Builder for caps & beanies to put together your very own individual set and benefit from the bundle discount.

You can freely combine sizes and colors here.

Is it possible to buy two adult caps/beanies in a set of three?

How do I wash my caps? How do I care for my SOULBUDDY caps?

If your SOULBUDDY Caps are dirty, wipe the soiled areas with a damp cloth. The caps should not be soaked in water, as this can damage the shape of the brim.

Please do NOT wash your caps in the washing machine. In the washing machine, the brim will be damaged and the cap will lose its attractive shape.

Can I wash my beanie?

You can hand wash your SOULBUDDY beanies. Please use a gentle detergent. Lay the beanie flat to dry.

💶 📦 Payment & Shipping

Can I send my order as a gift?

All our products are shipped without an invoice, so you can give your order as a gift right away. Unfortunately, it's not currently possible to add personal messages.

How long does shipping take within Germany?

Shipping within Germany takes approximately 1-3 business days.
We ship orders with DHL.
With your order confirmation, you will receive the tracking number for DHL shipment tracking.

How long does international shipping take?

International shipping is available worldwide and varies depending on the destination country. Within the EU, delivery can take 4-7 business days. Of course, you will receive a shipping notification with a tracking link via email immediately after your order has been dispatched.

What payment methods do you offer?

You can order your products from us using the following payment methods:

PayPal
Credit card (Visa, Mastercard, AMEX)
Klarna
Apple Pay

Do you ship outside of Germany?

Yes, we offer shipping throughout Europe. Shipping times and costs vary depending on the destination country. Please see our shipping and delivery information.

💔 Returns & Cancellations

Can I return ordered products?

You can return products purchased at soulbuddylook.com within 30 days of receipt for a full refund. Items must be unworn and free of stains.

Please note that you are responsible for the return shipping costs.

Once your return has been received and inspected, the refund will be issued via the original payment method.

For your return, please use our returns form.

All information about returns can be found here.

How do I return an item?

Please fill out the returns form with your name, order number, item details and reason for return.
Print out the form and include it in your package.
Please return the items to us – you can use the enclosed address label for this.

Important for returns from Switzerland / non-EU countries:

Please mark the package with "Return" and attach the original invoice to the outside of the package in a clear plastic sleeve so that German customs can process the return.

Notes:

You are responsible for the return shipping costs.

We recommend insured shipping with tracking, as we cannot accept liability for lost returns.

You can find more information about refunds and return costs here.

What do I do if my delivery is faulty?

Should you receive a delivery containing damaged goods, the wrong size or the wrong color, please contact us via the contact form, stating your order number.

What happens if something is missing from my order?

If an item is missing from your delivery, please contact us via the contact form, stating your order number.

Is a return label included with my order?

No, our orders do not include a return label. Please note that you are responsible for the return shipping costs.

To avoid returns, we recommend that you take a look at our size charts before placing your order. 😊

Can I exchange an item?

Unfortunately, a direct exchange is not possible. You are welcome to return the item(s) and place a new order.

Please use our returns form for returns.

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