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Frequently Asked Questions

Returns & Exchanges

Please reference our Return Policy for details on how to return any items. For exchanges, please place a new, separate order. All international orders and marked down sale items are final sale and not eligible for return or exchange. 

All orders purchased on must be returned to us by mail and cannot be returned to other retailers. For more information on returns and where to send them, please reference our Return Policy.

Changes can be made within 24 hours of placing your order. Please our Care Team of the changes you would like to make. If your order has not yet shipped, we’ll make the necessary adjustments where applicable. Most online orders are processed and shipped within 3 business days, excluding weekends and holidays. If your order has already shipped, please reference our Return & Exchange Policy.

If you would like your necklace or bracelet made to a specific size, you can add a customization fee to your order for every item you want customized. At checkout, please leave your customization requests in the Notes section. All customizations are made to order, so please allow an additional 2 weeks to ship. All customizations are final sale, refunds unavailable. Discount codes are not valid on customization fees.

Product Care

All of our jewelry is made with 100% genuine gemstones. Only exclusions are our Goldstone styles, which are manmade using glass and copper, and our Soul Shine collection, which is cut glass crystals that emphasize the power of color therapy.

The best way to remove your SoulKu necklace from the card is to first slip the cord off from the slits on either side. Then give the stone a little twist where it is attached to the card with a small glue dot. (You can watch a video in the How To highlights reel of our Instagram profile.) If any of the glue dot is still attached to the stone after removing from the card, you can gently scratch it off–this does not hurt the stone in any way. If the glue is extra stubborn, a warm wet cloth should do the trick! 

If your necklace cord is kinked from where it was slipped onto the card, you can easily unkink it by wetting it with warm water, rubbing up and down on the areas that are kinked. You can also wear your necklace in the shower (all jewelry is water safe except for our Ethiopian Opal). Even normal, everyday wear will loosen the kink.

Because we believe in providing quality jewelry you never want to take off—even when showering, sleeping, or working out—we are committed to using quality materials that will stand up over time and continue to look beautiful. Learn more on our Product Care Guide.

Absolutely! Read more about our Repair options.

All of our jewelry is handmade by our community of stay-at-home moms using natural gemstones. Just like each person is one-of-a-kind, so too are each of our gemstones, varying slightly in color, size, and shape.

Some gemstones are heat treated, a common treatment using high temperatures to further enhance color and clarity. This process does not impact the authenticity of a genuine gemstone, and many consider it to be an extension of the natural process. Without heat treatment, the availability of certain gemstones with the most desirable colors and clarity would be scarce and significantly more expensive.

Dyes, like heat treatment, are sometimes used to enhance natural colors, and are an accepted trade practice when disclosed.


Orders are filled and shipped within 3-5 business days (M-F).

If you are located within the US, you have the option to select USPS First Class Mail (average 4 - 6 business days) or Express (average 2 - 3 business days). Ship time is calculated from the date your order is fulfilled. If your order is over $75, you are eligible for Free USPS First Class Mail, but Express shipping is not an eligible free shipping option.

For international orders, see more under International Shipping FAQ below.

You will receive an email confirmation once your order has shipped for tracking purposes. If an address is incorrectly entered at checkout by the customer, SoulKu is not responsible for resending the order.

You can learn more about our partnership with EcoCart HERE.

At this time you are only able to enter one address per order. If you have multiple ship to addresses, please place the orders separately.

Yes, we are proud to offer international shipping with BorderGuru!

All shipping and import fees will automatically be calculated based on the final international destination. Because of this, your order is shipped out on the incoterms “DDP” (Delivered duty paid), which means that all applicable taxes and duties are billed to the sender. You, as the recipient, will not need to pay anything additional after placing your international order and selecting BorderGuru as the shipping method.

All BorderGuru orders are shipped via air freight. Depending on the final destination, the average delivery time will be between 5 and 20 business days from the day of shipping.

Track your international order just like any other SoulKu order. After you place your order, you will receive a shipping confirmation email with a tracking link. This link provides updates as the shipment moves towards our international shipping hub. From there you will be provided with a second tracking number to track your shipment in-country.

If you have not received your order within 4 - 6 business days in the US or up to 30 business days internationally, we recommend waiting 2 more days (1 week international) as tracking can sometimes be inaccurate. If your package is still not delivered by that time frame, please contact our Care Team.

If a package is lost or damaged in transit, it is the responsibility of the customer to request a claim via USPS or FedEx. SoulKu is not responsible for lost or stolen packages.

If an address is incorrectly entered at checkout by the customer, SoulKu is not responsible for re-sending the order. It is the customer's responsibility to retrieve the package. If the package is returned to SoulKu by USPS, we will contact the customer for an updated address to reship. 

SoulKu Near You & Wholesale Options

We are currently located in over 1000 retail stores across the US and Canada (and 1 in Italy). You can find the closest SoulKu retailer on our Stockist page and search using your zip or postal code. If you are looking for a particular piece, we recommend calling the store first to ensure they have it in stock.

At this time we currently do not offer discounts on bulk orders. However, if you are a retailer interested in selling SoulKu, please fill out our wholesale form.

If you’re interested in becoming a SoulKu wholesaler, please complete our wholesale form, and someone from our Wholesale Team will be in touch about potential next steps.