Frequently Asked Questions


ABOUT SOUL OF NOMAD

SOUL OF NOMAD customer care hours are:

Monday through Friday

From 10:00 am to 8:00 pm Pacific Standard Time

Saturday & Sunday

From 10:00 am to 6:00 pm Pacific Standard Time

Our customer care team are on hand to help with your queries, feel free to contact us or by dialing +1 (415) 854-7177 and one of our customer care representatives will get back to you as soon as possible.

Please note US Federal Holidays for 2018: 

Monday,  January 1 - New Year’s Day

Monday,  January 15 - Birthday of Martin Luther King, Jr.

Monday,  February 19 -Washington’s Birthday

Monday,  May 28 - Memorial Day

Wednesday,  July 4- Independence Day

Monday,  September 3- Labor Day

Monday,  October 8 - Columbus Day

Monday,  November 12 -Veterans Day

Thursday,  November 22-Thanksgiving Day

Tuesday,  December 25 - Christmas Day

Soul of Nomad website presents the entire collection of leather goods, men’s and women’s denim,  and accessories available to purchase online.

Discover in-depth the offered selection, by clicking on collections and product tabs on our site.

- Luggage and Bags

- Men's Jeans

- Women's Jeans

- Accessories

Soul of Nomad takes great pride in the choice of the most exquisite materials, experienced craftsmanship and the extreme care devoted to all engineering and manufacturing phases of our products to ensure superior quality and refinement.

Luggage, Leather Goods, and Accessories:
Our luggage and leather good collections are exclusively engineered in Silicon Valley by the aerospace engineers and handcrafted in our workshop located in Milan, Italy by the best artisans industry has to offer.

All products and components are exclusively handcrafted in Italy and Reach Compliant.

Denim:
Our denim is handcrafted exclusively in Los Angeles, California.  Each piece is engineered for ultimate comfort and durability. All the hardware and trims, including custom-made zippers, are manufactured in Italy and USA.  

All our denim collections are tested explicitly under various weather conditions and proven to bring the best of fashion, comfort, and durability during business and leisure travels.

Soul of Nomad products are exclusively available through Soul of Nomad’s website, Private Shopping Experience and through exclusive networking/shopping events, which are regularly hosted in various cities across the world.

You can purchase our products from the website. Additionally, you can schedule a Private Shopping Experience in selected cities (currently serving the San Francisco Bay Area only) or by contacting our customer care specialistsor dialing +1(415) 854-7177

PERSONAL SHOPPING EXPERIENCE

You can schedule a private shopping experience in selected cities by using our Private Shopping Calendar (currently serving the San Francisco Bay Area only) or by contacting our customer care specialists or dialing +1(415) 854-7177

Rescheduling of the personal shopping experience must be made at least 2 hours in advance by contacting our customer service or by following the link in your invitation.

Our representatives will ensure that your personal shopping experience with Soul of Nomad serves your convenience, whether it is your home, hotel or an office or our showroom in the San Francisco Bay Area.

Individuals can book a private shopping experience by contacting customer care or schedule an appointment by using our Private Shopping Calendar.

Please prepare to provide your Full Name, e-mail and phone number.

PRE-ORDERS

Soul of Nomad offers the possibility to pre-order merchandise on the upcoming limited collection to secure in advance an item in the desired size, color and style before it’s released fully in our stock to all clients worldwide.

All pre-orders will be delivered within 6-8 weeks from the day of the placing an order.
You will be updated via email when your order will be shipped, and the tracking number will be provided to you accordingly by our customer service.

All pre-orders will be charged immediately 100% of the full price.
It is allowed to a change of mind, cancellation on pre-orders will be charged 25% of the restocking fee.

Your pre-order is reserved only for you.
If you need to change the size or color on the pre-order, you MUST notify us within 24 hours from the time when the pre-order was placed.

If for any reason we cannot complete your order, due to discontinue of the fabric, or manufacture error we will process a full refund.

When Soul of Nomad is launching a new limited collection release, members of LIFETIME CLUB NOMAD will have a priority to secure in advance items in the desired size, color and style before it’s released fully in our stock.

All pre-orders will be charged immediately 100% of the full price.
It is allowed to a change of mind, cancellation on pre-orders will be charged 25% of the restocking fee.

Your pre-order is reserved only for you.

If you need to change the size or color on the pre-order, you MUST notify us within 24 hours from the time when the pre-order was placed.

If for any reason we cannot complete your order, due to discontinue of the fabric, or manufacture error we will process a full refund.

SOUL OF NOMAD UPDATES AND EVENTS

Best way to stay informed about Soul of Nomad latest news of our adventurous journey is to subscribe to our monthly digital communication letter by contacting our customer service.

You will be among the first to be informed about the latest products, fashion shows, and news.

Only LIFETIME CLUB NOMAD members are eligible to receive exclusive news and updates communication letter on special events.
Should you require more information about LIFETIME CLUB NOMAD membership, please contact our customer service.

SHIPPING AND HANDLING

Currently Soul of Nomad products are shipped worldwide.

For other specific destinations please contact our customer service.

Shipping & Handling rates will be automatically determined upon online checkout, depending on the final destination of the goods.

Please note that handling time for all orders leaving our warehouse facility 24-48 business hours.

Upon shipment of your order, customer care service will provide you with the shipping details and tracking number via email.

- We offer complimentary ground shipping via UPS/FedEx on all U.S orders. Your order will be delivered within 5-7 business days.

- Complimentary Second Day Delivery Available on orders over $500

- Upon shipment of your order, we will provide you with the shipping details and tracking number.

- We can also ship goods using any carrier of your choice. In some cases, customers will receive goods directly from Italy.

- When placing your order, it is important to submit accurate shipping information.

- We will ship to the address provided and will not be liable for lost packages due to incorrect shipping information.

- We will only ship to matching billing and shipping addresses and will not ship to P.O. Boxes.

- When using PayPal, we will only send to "Confirmed" addresses.

You can track your package and check estimated arrival time by just following the link or entering tracking number at the website of the courier of choice.  

To ensure safe delivery of your package, yours/authorized person’s signature is required upon your order arrival.

If you are unavailable, the courier will leave a re-delivery slip.

PAYMENTS, EXCHANGES, AND REFUNDS

To place your order online, select the item style and size then proceed to add the item to your shopping bag. For members with U.S. and International payment methods, please proceed to checkout via credit card or PayPal.

International customers, in case you will have questions about your order, please contact us at customercare@soulofnomad.com.

- Your billing address must match your shipping address.
- Once you have entered your correct email address, billing, shipping, and payment information, please submit your order.
- You will then receive a confirmation email once your order is successfully placed in our system.

We accept the following payment methods: American Express, Mastercard/Visa, Discover, Diners Club, PayPal, BitPay, Apple Pay, Google Pay, Venmo, Shopify Pay

When using PayPal, we will only ship to "confirmed" PayPal addresses.

Any orders placed that do not comply with this policy will be canceled and refunded.

Merchandise may be exchanged or returned for a refund within thirty (30) days of the original purchase date when accompanied by the original sales receipt. 

Please note that the store refund/credit will not include original shipping and handling fees associated with the original order.  

Due to the high exclusivity of our product, we strongly advise confirming your size in our size chart before you place an order.

We also recommend that you read garment details that will describe the fit, the fabric, and style.

At Soul of Nomad, we stand behind our quality, and we carefully check every garment for marks, tears, and quality of craftsmanship, so if there is the case you are welcomed to contact us with the pictures of the defects on the garment.

Based on the images and information that you will provide the decision will be made if the refund will be issued.  Such defects should be addressed within two days from receiving the package. For more info refer to our INTERNATIONAL LIMITED WARRANTY.

All exchanges should be received within thirty (30) days from the original day of receiving the merchandise.

All garments and accessories must be unused, unworn, unwashed, with the original tags attached.

All items must be accompanied by their original invoice and original packaging.

After thirty (30) days all sales will be final, and merchandise will not be eligible for return or exchange.

If those conditions are not met, we will not accept any returns or exchanges.

If you need to exchange the garment due to your fault, you are responsible for all postage and handling charges.

We advise that all shipping made to us has a tracking number.

- Pack new, unused items with all original tags attached to the original packaging.

- Place all the paperwork on your order in the package.  

- Seal the package and place the prepaid shipping label on the box.

- Schedule a pickup with courier or drop off at the nearest courier location.

If you have misplaced pre-paid label, please contact us at customercare@soulofnomad.com and for more information on returns, please see terms of service.

In case you would like to use your preferred shipping carrier and pay for the shipping and insurance, return merchandise to:

Soul of Nomad Returns
44240 Fremont Blvd
Fremont CA 94538

Please allow up to ten (10) days for the processing of your return.

Please contact customer support at customercare@soulofnomad.com along with details of your order.

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