Terms & Conditions

Valid from 1.10.2020 until further notice.

Order and Delivery Terms


The Soulmate.company online store is maintained and the products are sold by Soul Mate Company Oy (Business ID 2839523-5). We sell products to individuals.


The products are ordered online from our online store. By ordering, you confirm that you have read and committed to the ordering and delivery terms.


The e-commerce order is paid in connection with the order. In our online store, we use Paypal, Braintree and Klarna payment method solutions that forward your payment to us. You can pay for your order with the payment method options available in the online store, such as online banking, card, mobile payment or credit agreement.

When you pay, your contact and order information will be forwarded to the payment solution provider for payment transmission.

Payment Service Provider

Paytrail Plc (2122839-7) is a collecting payment service provider and an authorized payment institution that works in cooperation with Finnish bank and credit institutions. Paytrail Plc will be shown as the payment recipient on your bank or credit card statement. Paytrail Plc will forward the payment to the merchant. For reclamations, please contact the website the payment was made to.

  • Paytrail Plc, business ID 2122839-7
  • Innova 2 Lutakonaukio 7
  • 40100 Jyväskylä
  • www.paytrail.com
Order confirmation and receipt

We will confirm your successful order by sending an order confirmation to the email address you provided. Once your order has been processed, we will send a receipt for your order.


We indicate prices in euros and including VAT. The price of your order is the price valid in the online store at the time of ordering, which is also confirmed for the order confirmation. We reserve the right to cancel the order if the product has run out due to an error in the online store or the product price is clearly incorrect (eg price 10.00 euros, correct price 100.00 euros).

Delivery methods

We will send your order by PostNord to the available EU countries. The order from Soul Mate Company Oy’s online store can be delivered to the following countries*:

  • Austria
  • Belgium
  • Croatia
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Great Britain
  • Hungary
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • Slovakia
  • Slovenia
  • Spain
  • Sweden

*Special conditions: The transport does not apply to the overseas territories under the administration of:

  • Netherlands
  • Denmark
  • Spain
  • France
  • Greenland
  • Faroe Islands
  • Andorra
  • Gibraltar
  • Canary Islands
  • Ceuta
  • Melilla
  • San Marino

The transport territory of the Republic of Serbia does not apply to Kosovo. Italy as a transport area also covers the Vatican.

In the online store, you can choose the delivery option you want from those available in the delivery country. Shipping costs are not included in the price of the product.

Delivery options per shipment

MyPack Collect: The shipment will be delivered to a pick-up point near the recipient. The recipient will be notified when the package can be picked up at the pick-up point. MyPack Collect is not available in the following countries: UK, Ireland, Italy, Portugal, Croatia, Czech Republic, Poland, Hungary, Slovakia, Slovenia

MyPack Home: PostNord will contact you by phone, text message or email to agree on the exact delivery time. Agreed delivery times vary by region from 9 a.m. to 9 p.m. The service includes one distribution company. If the package cannot be delivered to your home address, it can be picked up later at the pick-up location.

Postnord stores packages:

MyPack collect

  • Pick-up points – 14 days (Nordic countries)
  • Parcel machines – 7 days (Nordic countries)
  • Pick-up points elsewhere in Europe – 7 days

MyPack Home

One delivery company, if it does not reach the recipient, will be returned to the Postnord terminal, from where the end customer can pick up the order within 14 days. If not picked up within 14 days, the shipment will be returned to Postnord’s warehouse.

Delivery times

We will deliver the products to you within about 3–7 working days of your order. If there are exceptions to the delivery times, we will notify you separately in the online store.

Return and exchange

You have the right to cancel your order within 14 days of receiving the order by notifying the transaction service. The right of return applies to unused products in their original condition and packaging. The product must be returned within 7 days of notification. The receipt must be attached to the return. Delivery costs in case of cancellation are the responsibility of the customer. We will refund the price of the product to you within 14 days of the return using the payment method you used to pay. Failure to redeem an order is not the same as a refund or cancellation. For a package that has not been redeemed, we will charge delivery costs and a € 10 handling fee.

Contact information for the transaction service:

  • Email (notifications): support (at) soulmate.company
  • Letter address: Soul Mate Company Oy, Lounaisväylä 8A, 00200 Helsinki, Finland
  • Return address: Postnord, Osumakuja 1-3, 01530 Vantaa, Finland

You can exchange the product you ordered within 14 days of your order, if the product and packaging are in original condition and the product you want is in the online store. We reserve the right to charge delivery costs for the exchange. We will be responsible with the party transporting your order to ensure that your order arrives intact. If your package is damaged during transport, make a complaint to the party who placed the order immediately and contact our transaction service. If for any reason we have provided you with an incorrect or incorrect product, please also notify us without delay to clarify and correct the matter.

Customer data processing

Confidential and secure processing of your information is important to us. The principles of processing and storing customer data are described in our Privacy Statement.