Refund policy

1. Return & Refund Policy

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Thank you for shopping at Softlya. We want you to be fully satisfied with your purchase. This Return & Refund Policy explains your options if you are not completely happy with your order.

Right to Return

You have 30 days from the date you receive your item to request a return. To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unworn or unused, with tags, and in its original packaging
  • Accompanied by the receipt or proof of purchase

How to Start a Return

To start a return, please contact us at success.empirellc@gmail.com with your order number and the reason for the return. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You may also reach us at +1 (307) 443-5985 for any return-related questions.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-Returnable Items

Certain types of items cannot be returned, including:

  • Perishable goods (such as food, flowers, or plants)
  • Custom products (special orders or personalized items)
  • Personal care goods (such as beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Gift cards and downloadable digital products
  • Sale items and gift cards

Please contact us if you have questions or concerns about your specific item.

Exchanges

The fastest way to get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Once we have received and inspected your return, we will notify you of the approval status. If approved, your refund will be processed automatically to your original payment method within 5–10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at success.empirellc@gmail.com.

Return Shipping Costs

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  • Customers are responsible for the cost of return shipping. Original shipping charges are non-refundable.
  • — OR — We provide a prepaid return label for eligible returns.

Cancellations

If you wish to cancel an order, please contact us as soon as possible. Orders can only be cancelled before they have been processed and shipped.