For any questions or concerns, please email us at soulyu@soulyubeauty.com or
Whatsapp UsGeneral
I would like to speak to a customer service representative!
Send us an email at soulyu@soulyubeauty.com or WA +62 811 1910 2288
Do you sell on other marketplaces?
Yes! We also sell on Shopee, Tokopedia, Watsons, and TikTok Shop and Aladin Mall.
Order
How do I place an order on your website?
When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed
What forms of payment do you accept?
We accept Visa/Mastercard/JCB; ATM/Bank Transfer; GoPay/OVO/ShopeePay/Dana; Akulaku; or offline at Alfa Group outlets (Alfamart/Alfamidi/Dan+Dan.) For bank transfers, once you have made a payment, your order will be automatically processed.
What can I do if my payment is declined?
Here are a few things to check if your payment didn’t go through: check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
Do I need to do payment confirmation for bank transfers?
You do not need to confirm bank transfers / credit card payments.
How can I update my order?
Please email us at soulyu@soulyubeauty.com or send us a WhatsApp text to +62 811 1910 2288 as soon as possible if you would like to cancel or change your order. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.
How can I check the status of my order?
You can view order status on your account page, which will be updated as soon as you are charged for your shipment and again once your order ships.
Can I use multiple promo codes at checkout?
You can use one promo code per order. If you’ve encountered two valid Soulyu promo codes during your travels through the internet, please choose the one that most suits your needs.
How can I cancel an order?
If you need to cancel your order, then please email soulyu@soulyubeauty.com or send a WhatsApp text to +62 811 1910 2288 as soon as possible.
Does Soulyu offer a wholesale discount?
Yes we do. Please contact us at soulyu@soulyubeauty.com or send us a WhatsApp text to +62 811 1910 2288 to get more information on how to become our reseller or official distributor.
I accidentally canceled my order, can I resume it?
If you’ve canceled your order on the website by mistake, please place a new order.
Can I choose the currency I pay in?
We process payments in Indonesian Rupiah. If you are ordering from a country with a different currency, your order will be converted according to the daily exchange rate set by your bank or card provider.
Shipping
Where does Soulyu ship to?
We ship worldwide!
Where do you ship form?
We ship from Jakarta, Indonesia.
When will my order ship?
After payment is received, we will process and send your order. Orders placed after 1 PM are processed the next business day. You’ll get a shipment notification email with a tracking number as soon as your package ships. All our shipping takes place Monday - Saturday. We do not ship on Sundays and during public holidays.
When will my order arrive?
Generally, regular shipping takes 1 - 3 days to arrive after an order is shipped. You may also choose express 1 day shipping for your order to arrive on the next business day. Please note that not all delivery addresses have express shipping options.
I'm having problems with the tracking
Sorry about that, if your tracking number isn’t updating or working at all, please reach out to us as soon as you can via soulyu@soulyubeauty.com or send us a WhatsApp text to +62 811 1910 2288.
How can I edit my shipping address?
If your order is shipping to an incorrect address, please email us at soulyu@soulyubeauty.com or send us a WhatsApp text to +62 811 1910 2288.
Returns
How do I place a return or exchange?
Please reach out to soulyu@soulyubeauty.com or WA +62 811 1910 2288 with your order number and the products you’d like to exchange or return, and we’ll take care of the rest.
What your return policy?
All returns must be processed within 7 days of receiving the order. Order # must be provided to place a return. You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded. Email us at soulyu@soulyubeauty.com or WA +62 811 1910 2288 and we’ll help you place the return.
Am I eligible for a return?
We’re so sorry if you received the wrong product or a defective one. Worry not! We will refund the shipping fee incurred in returning the product to us and we will ship you your correct order immediately. Please note that the returned product must be new and unused.
How long does it take to process a return?
The return process usually takes up to 3 working days. Credit card refunds can take up to 5-10 business days to appear on your statement.
Product
How can I find out more information about a product?
You can learn all about our products on their individual pages. If you have any other questions, contact us at soulyu@soulyubeauty.com or send us a WhatsApp text to +62 811 1910 2288.
Are you cruelty-free?
Yes! We are 100% cruelty free, meaning we do not test on animals at any stage of the product development.
Are you halal certified?
Yes! All of our products are 100% halal-certified, meaning they have clean and efficient ingredients and formulations.
Are you vegan?
Yes! All of our products are 100% vegan, they are created without using any ingredient derived from animals, including animal by-products.
Are you clean?
Yes! We adhere to the EWG clean beauty standards. Our products are formulated with the highest international standard of cosmetic safety. We never formulated with the EU’s list of 2000+ banned chemicals that may harm the skin, health & the environment.
Reseller
Do you accept resellers or official distributors?
Yes we do. Please click here.