Frequently Asked Questions

My account

1. Can I shop without creating an account?
   
   • Yes, you can. However you will not have the following benefits:
   • account related discount, commission, etc.
   • monitor order status
   • view order history
2. How do I create an account?
   
   • Click "Login" at the top right of screen.
   • Under New Customer, click "Create New Account" button.
   • Fill out all the required information in the registration form and click the "Create Your Account" button to submit.
   • Now you can monitor your orders and your account!
3. What should I do if I forget my password?
   • Click on "Forgot Your Password."
   • Enter your email and click "Send Password Reset Link". You will receive an email with instructions on changing your password.
   • Once your new password is set and you've confirmed it, your account will be ready to use again.

My orders

1. How do I place an order online?
   • Select the product you are interested in, adjust the quantity according to your desire, and click "Add to Cart". After adding all the products you like, press "Cart" at the top right of the webpage. Click Checkout, fill out the shipping information, and then click place order. It's as simple as that!
2. How do I check my order status?
   • You need to have an account with Our Soul Sister in order to check status. Click "Login" at the top right section of the website. Once you have logged in press "My Account" at the top right and click on "My orders." You will be able to track your order.
3. How long will shipping take?
• Canada Post is the primary delivery service for domestic and international shipments. UPS ground may use for US orders. However other courier services are provided according to your preferences. Refer to Terms of Service for more information
• Standard Shipping : 3-5 business days depending on destination and when orders are sent out
• Express/expedited Shipping: 1-2 business days depending on destination and when orders are sent out
• Global Express: 5 - 7 business days depending on destination country and city. Availability of insurance and return receipt depends on the country. UPS/The Accessory Mode are not liable for lost packages that are uninsurable
• Regular air parcel: 4- 10 business days depending on the destination country or city. Availability of Insurance and Return Receipt depends on the country
4. Can I pay by debit or credit
• Prices are payable in Canadian dollars and we only accept credit cards (VISA and MasterCard). Upon receiving your order, your credit card will be processed for pre-authorization.
• For orders with declined credit card on pre-authorization: (1) The email will be sent out to notify the customer. (2) The order will be canceled unless we receive valid or updated credit card information within 48 hours of our notification.
• Note: Credit Card fraud will be reported to FINTRAC immediately. Cookies, email address, IP information, and delivery address will be forwarded.
5. What does the ship option mean?
• After checking out your orders, you will find a shipping option which allows you to choose "Canada Post" or "Own pick up".
  • The Canada Post option means you will pay for your order online (may or may not include shipping fees depending on if orders are over $40) and have your products shipped to you.
  • The "Own Pick up" option means you pay immediately online but shipping fees are taken out. This is because you are responsible for picking up your order from our office. Orders will be processed for pickup within 24 hours and should be picked up within 2 weeks of purchase during our business hours from 9:00am to 4:00pm.
6. What is the return policy
• We try to visually check against damage or defects prior to shipping. However, if you find a problem with our merchandise please refer to our Terms of Service for further information about our return policy. Basic outline is as follows:
• An exchange or issue of store credit can be made for most items with proof of purchase within 14 days of purchasing
• All returns must be in original condition including damaged or defective items
• All sales are final on promotional, sales (including closeouts), and special ordered items
• For proper handling of the return, clearly mark the RMA number on the package
• We will issue a credit (store credit only) for defective or damaged merchandise
• Shipping and handling costs will be at the expense of Our Soul Sisters ONLY for defective or damaged merchandise under our discretionary
• We are not liable for merchandise damaged or lost during transportation. For more information on orders covered by insurance, please refer to terms of service

Product Inquiries

1. How do I find the item I'm looking for?
   • You can search for products under “New Arrivals”, “Collections”, “Fashion Jewelry”, “Clothing”, or “Sale”. Additionally, in the search bar at the top right, you can enter a product name, style number, or any keywords to search for the corresponding merchandise.

Our Soul Sisters

1. What is the difference between signing up for an account and signing up as a sister associate?
   • Signing up for a regular account means you are a regular customer of Our Soul Sisters. Signing up as a sister associate means you are an active member of our company. You can help to promote our products and earn commission from your sales.
2. How do I become a sister associate?
   • You should have an account with us first. If you do not have one, please refer to section "How do I create an account?"
3. I am a regular customer with an account, can I become a sister associate?
   • Of course! After you have logged into your account, under “My Account” you can apply to become a sister associate.