Frequently asked questions
Everything you usually ask us
And if it is not here, write to us: we answer fast.
Are the products really handmade?
Yes. Every piece is knotted and finished by hand, one at a time. That is why each is unique and small variations can exist between pieces of the same model — these are not flaws, they are the mark of handwork.
How long will my order take?
We ship on Mondays and Thursdays. Mainland Spain and the Balearics: 3–5 working days. Canaries, Ceuta and Melilla: 6–10 working days. Europe: 5–10 days.
How much does shipping cost?
The cost is calculated automatically at checkout based on your destination. Above a certain order value, shipping is free.
Which payment methods do you accept?
Card, Bizum, Apple Pay and Google Pay. Payment is processed securely and encrypted; we never see your card details.
Can I return or exchange a piece?
Yes, you have 15 calendar days from the day you receive your order. The piece must be unused and still have its labels. Return shipping is paid by the customer unless the product is faulty.
Do you make custom pieces or orders for events?
Yes, we make details for weddings and events (ring holders, bouquet wraps, gifts for guests). Write to us and we will work it out together.
How do I care for my pieces?
They are natural fibres: clean them dry with a soft cloth, keep them away from damp and store them somewhere dry and airy.
Do you have a physical shop?
We work between Madrid and Formentera and you can find us in several stockists. If you have a shop and would like to sell Soul Way, write to us.