FAQ
Frequently Asked Questions
About Our Products
Are all Indee Soul products handmade?
Yes. All our products are handmade in small batches by skilled artisans. Slight variations in color, weave, or texture are natural and part of the character of handcrafted goods.
What materials do you use?
We primarily use natural materials such as organic cotton and handwoven cotton blends. All materials are selected for comfort, durability, and everyday use.
Will my product look exactly like the photos?
Because each item is handmade, minor variations may occur. These do not constitute defects but reflect the uniqueness of handcrafted products, as described in our AGB.
Ordering & Payment
Where do you ship?
We currently ship within the European Union only.
How can I place an order?
Orders can be placed directly through our online shop. After completing checkout, you will receive an order confirmation by email.
Which payment methods are accepted?
Available payment methods are displayed at checkout and may include credit/debit cards and other common secure payment options.
Can I change or cancel my order after placing it?
If your order has not yet been dispatched, please contact us immediately. Once an order has been shipped, changes or cancellations are no longer possible. Your statutory right of withdrawal remains unaffected.
Shipping
Where do you ship?
We currently ship within the European Union (EU) only.
How long does shipping take?
Orders are dispatched within 1–2 working days after payment is received.
Estimated delivery times after dispatch:
- Germany: 2–4 working days
- Other EU countries: 4–7 working days
Delivery times may vary depending on the destination country and carrier.
How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery address and will be clearly displayed before you complete your order.
Will I receive tracking information?
Yes. Once your order has been shipped, you will receive a shipping confirmation email with tracking details.
Right of Withdrawal & Returns
Do I have a right of withdrawal?
Yes. As a consumer, you have the right to withdraw from your contract within 14 days of receiving the goods, in accordance with EU consumer protection laws.
How do I exercise my right of withdrawal?
To exercise your right of withdrawal, you must inform us of your decision by email within the 14-day withdrawal period. You may use the model withdrawal form provided on our Cancellation & Withdrawal page, but this is not mandatory.
What condition must returned items be in?
Returned items must be unused, undamaged, and returned in their original condition.
Who pays for return shipping?
The customer bears the direct cost of returning the goods, unless the return is due to a defective or incorrect item.
Refunds
When will I receive my refund?
Once we receive and inspect the returned items, refunds will be processed within 14 days using the original payment method.
Are shipping costs refunded?
If you withdraw from the contract in full, the original standard shipping costs will be refunded. Additional costs (e.g. express delivery) are not refundable.
Care & Use
How should I care for my product?
We recommend gentle hand washing or a delicate machine wash at low temperatures using mild detergent. Do not tumble dry. Detailed care instructions are included with each product.
Why is gentle care important?
Natural fibers and handwoven textiles retain their quality and appearance longer when handled gently.
Gift Cards
Do you offer gift cards?
Yes. We offer digital gift cards in multiple values.
Do gift cards expire or qualify for withdrawal?
Gift cards are excluded from the right of withdrawal once delivered, in accordance with legal regulations.
Customer Support
How can I contact you?
You can reach us via email or through the contact form on our Contact page. We aim to respond within 1–2 working days.
What if my item arrives damaged or incorrect?
Please contact us immediately with your order number and photos of the issue. We will arrange a replacement or refund in accordance with our policies.