FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Payment & Shopping Questions
Below are some common questions about payments, returns, and exchanges
(1). What types of payment methods do you accept?
We accept various payment methods including Visa, MasterCard, PayPal, Google Pay and Apple Pay.
(2). Can I change or cancel my order once it’s placed?
You may be able to change or cancel your order within a short window after placing it. Please contact our customer service immediately at soulmiekeys@gmail.com if you need to make any changes. If the order has already been processed, changes and cancellations may not be possible.
(3). What is your return policy?
We accept returns within 14 days of receipt. Items must be in original condition and packaging. Customized products cannot be returned or exchanged. For complete details, please visit our Return & Refund Policy section.
Shipping & Tracking Questions
Below are some of are common questions about orders
(1). How can I track my order?
Once your order is shipped, you will receive an email with a tracking number and a link to track your package.
(2). Do you offer international shipping?
Yes, our shipping covers Canada and U.S. for now. Please note that shipping rates and delivery times vary depending on the destination.
Additional taxes or customs fees may apply depending on your country’s regulations. For more countries, please wait for further noticed.
(3). What are the shipping times for custom orders?
We guarantee to ship your order within 48 hours after your purchase.
Custom orders with customization work involved will typically take an additional 3-5 business days.
Products & Accounts
Below are some common questions about our products and accounts.
(1). Are there any discounts available for bulk orders?
We do offer discounts for bulk orders. On our home page, there's is the "Build your Bundle" section where you can choose more items and enjoy the deal! We also have various promotions for different seasons & holidays, please sign up to our newsletter for future events and promotions.
(2). Can I fully customize my order?
Yes, we take fully customized orders! At Soulmie Keys, you can personalize everything — from the barebone, switches, and keycap set to your own keycap design and artisan keycaps. With local manufacturing and fast communication, we bring your vision to life quickly and smoothly.
(3). How do I manage my Soulmie Keys account?
You can manage your account details, including contact information, passwords, and order history, by logging into your account on our website. If you need any assistance, please reach out to our customer service.