Our Policies

Shipping policy

At Old Soul Glow, each piece is sourced and prepared after order confirmation, as part of our supplier-based fulfilment model.

Processing time: we ship your order within 2 to 5 days of payment confirmation.
Delivery time: your order arrives in about 2 to 3 weeks from confirmation, depending on the destination, the courier and customs procedures.
Tracking: once your order ships, you can follow it on your order page, with the courier's name and tracking number when available.
Late delivery: if your order arrives more than 15 days after the delivery date we gave you, you may cancel it and receive a full refund.

Returns, exchanges and refunds

Every piece at Old Soul Glow is one of a kind, and many are vintage. This policy follows the Saudi E-Commerce Law and its Implementing Regulations. Nothing in it reduces your rights under that law.

1. Check your order as soon as it arrives

Please open and inspect your parcel on the day it is delivered. We recommend recording a short video while you open it.
If anything is wrong, such as damage, a missing or wrong item, or a piece that does not match its description, please tell us within 48 hours of delivery.
Once you notice a problem, do not wear, resize, clean, polish or repair the piece. Keep it exactly as it arrived, with all its packaging.
Reports received after 48 hours but within 7 days of delivery are still reviewed. In that case we will need to confirm that the problem was present at delivery.

2. A problem with the item: 7 days, at no cost to you

Within 7 days of delivery you may return the piece for a full refund, or for an exchange if you prefer, when:

it arrived damaged or defective;
it does not match its description or photos;
you received the wrong item.

We pay the return shipping in these cases. Signs of age that are shown in the photos or described in the listing are part of a vintage piece and are not a defect.

3. Changed your mind: 7 days

You may cancel your purchase and return the piece within 7 days of delivery, as long as it is unused. To be accepted:

the piece must be unworn, unaltered and in the same condition as when it was delivered;
all original packaging must be included and intact: box, pouch or dust bag, cards, certificates and security tag. A removed or broken security tag means the piece can no longer be returned for a change of mind;
earrings for pierced ears must have their hygiene seal intact;
you pay the return shipping. Please use a tracked and insured service. The piece remains your responsibility until it reaches us.

4. Items that cannot be returned for a change of mind

Pieces that were resized, altered or made to your request.
Earrings for pierced ears whose hygiene seal has been removed.

These pieces can still be returned if they arrive damaged or defective, or do not match their description.

5. Cancelling before delivery

Before your order ships, you can cancel at any time for a full refund.
If your order arrives more than 15 days after the delivery date we gave you, you may cancel it and receive a full refund.

6. How to request a return or exchange

your order number;
clear photos of the piece and its packaging, and your unboxing video if you have one;
a short description of the problem or the reason for the return.

We reply within 2 working days with the return address and instructions. Please wait for our confirmation before sending the piece, so we can track your return.

7. Inspection and refunds

We inspect every returned piece within 3 working days of receiving it.
When a return is accepted, we refund you within 14 days of receiving the piece, to your original payment method. Orders paid with Tamara are refunded through Tamara. Your bank may need a few extra days to show the amount.
If a change-of-mind return arrives worn, altered, damaged after delivery or incomplete, it cannot be accepted. We will tell you what we found, with photos, and send the piece back to you at your cost.

8. Exchanges

Each piece is one of a kind, so we cannot replace it with an identical one. If you choose an exchange, you can pick another piece or receive store credit for the value of your return. Any price difference is paid or refunded. An exchange is always your choice: where the law gives you a refund, you can ask for the refund instead.

9. Protection against misuse

Before shipping, we photograph every piece and record its distinctive marks, its measurements and any security tag attached to it.
A returned piece must be the same piece we sent. If it does not match our records, or shows wear, damage or alteration after delivery, the return is declined and the piece is sent back to you.
Refunds go only to the original payment method, never in cash or to another account or person.
We may ask for your unboxing video or more photos to review a request.
If we suspect fraud, such as a swapped item, a false claim or misuse of a payment method, we may refuse the return and report it to the competent authorities.
We may decline future orders from anyone who repeatedly misuses this policy.

Terms & conditions

By accessing and purchasing from Old Soul Glow, you agree to the following:

Product descriptions are provided accurately to the best of our knowledge.
Colours may vary slightly due to photography and screen settings.
You can cancel an order at any time before it ships.
Delivery times are estimates. If a delivery is more than 15 days late, you may cancel it for a full refund.
We may update prices and policies. Changes do not apply to orders already confirmed.
Returns, exchanges and refunds follow the returns policy on this page.

Last updated: 29 September 2026.