FAQ

Frequently asked questions


Here are some answers to the most popular questions. If you haven't find the answer to your question, please contact us via phone: +370 5 207 8801 or e-mail: [email protected]


SHOPPING

DO I NEED TO REGISTER IF I WANT TO SHOP AT SOULZ.LT?

On SOULZ you can complete your purchase either as a registered customer or a guest. Registration is very easy, doesn‘t take much time and gives us information about our client. Registration gives an opportunity to follow the journey of your order as well as saves history of your orders. Also, as a registered customer you will receive special offer, birthday discounts, information about new collection and sales.



WHAT IS SHOPPING CART?

Shopping cart is all your preferred items in one place. You can view the contents of your purchase in your shopping cart and change or delete the number of items in your order. It is not necessary to buy everything at the same moment you collect, but we do not guarantee, that items you save in you shopping cart will remain in stock. Shopping cart is not a reservation.



WHAT IS A „WISHLIST“?

You can save your favorite items in your wishlist and always have them to hand even after you close Soulz.lt page. Each time you click on the heart symbol on item, you add that item to your list, you can also delete items from the list. If you want to buy something from you wishlist, simply add it to your shopping bag and complete your purchase as usual. You can only enjoy use of whishlist, if you are a registered customer. Wishlist is not a reservation and doesn't guarantee that items you save in list will remain in stock.



HOW DO I KNOW ABOUT MY ORDER STATUS?

After completing your purchase we will send you a confirmation e-mail. If the purchase won‘t be successfully complete we will inform you about it via e-mail. After confirmation there is no opportunity to cancel your order, as it is already in the stage of preparation.



HOW CAN I GET INFORMATION ABOUT NEW COLLECTIONS, SALES, DISCOUNTS AND SPECIAL OFFERS?

You can subscribe our newsletter for SOULZ updates.



IS THERE A PRICE DIFFERENCE SHOPPING ONLINE AND IN STORE?

There is no price difference, prices in SOULZ are the same as in all the other stores of Apranga Group. It can only change if the customer receives special offer or birthday discount.

PAYMENT

HOW CAN I PAY FOR MY ORDER?

We offer these payment methods: MAESTRO, VISA, MASTERCARD and e-banking (banklink).



HOW DO I KNOW, THAT MY PAYMENT IS SUCCESSFUL?

We will send an e-mail "Order confirmation", if the payment is successful.



CAN I GET AN INVOICE?

Yes. In „Payment" category you need to choose „TAX needed" and fill necessary fields. After completing your order, TAX will be sent via specified e-mail.



CAN I USE MY LOYAL CARD FOR A DISCOUNT?

Yes, VIP and "City" loyalty cards of Apranga Group are valid in SOULZ.lt online store.

DELIVERY

HOW CAN I GET MY ORDER?

Soulz.lt is offering the following methods:

• Home, office or any other address delivery 

• Pick-up station delivery

• Collect order at any "Aprangos galerija" store of your choice

You can choose shipping method with every order you make.



HOW MUCH THE SHIPPING COSTS?

Delivery via courier or pick-up terminal is free from charge, if your order is over 39 EUR. Otherwise, shipping via courier costs 2,99 EUR, via pick-up terminal - 1,99 EUR.*



* Delivery to the Curonian Spit using courier services - 19,00 EUR. To the pick-up station - free of charge, if the order amount exceeds 39,00 EUR, in other cases - 1.99 EUR.



HOW LONG DO I HAVE TO WAIT FOR MY DELIVERY?

The delivery time is between 1-4 working days.



HOW CAN I PICK-UP MY ORDER IN-STORE?

We will inform you via e-mail, when the package will be delivered. You will need to go the store, show your QR code and your ID to the concultant and you will receive your items. By picking your items in-store, you will have a chance to try them on immediately and return then if something won't fit. If the customer wants another person to pick up their package, they must submit an e-mail with an order QR code, that informs that the order has reached the store, and the indentity document.



IN WHICH STORES CAN I ORDER MY DELIVERY?



VILNIUS



APRANGOS GALERIJA, PC AKROPOLIS

Ozo g. 25, ph. +370 616 26490

WORKING HOURS

I-VII 10:00 - 22:00



APRANGOS GALERIJA, PC PANORAMA

Saltoniškių g. 9, ph. +370 615 97156

WORKING HOURS

I-VII 10:00 - 21:00



KAUNAS



APRANGOS GALERIJA, PC AKROPOLIS

Karaliaus Mindaugo g. 49, ph. +370 615 60432

WORKING HOURS

I-VII 10:00 - 21:00



APRANGOS GALERIJA, PC MEGA

Islandijos g. 32, ph. +370 618 33174

WORKING HOURS

I-VII 10:00 - 21:00



KLAIPĖDA



APRANGOS GALERIJA, PC AKROPOLIS

Taikos g. 61, ph. +370 686 54652

WORKING HOURS

I-VII 10:00 - 22:00



ŠIAULIAI



APRANGOS GALERIJA, PC AKROPOLIS

Aido g. 8, ph. +370 620 51158

WORKING HOURS

I-VII 10:00 - 21:00



PANEVĖŽYS



APRANGOS GALERIJA, PC RYO

Savitiškio g. 61, ph. +370 687 76542

WORKING HOURS

I-VII 10:00 - 21:00



HOW CAN I FOLLOW THE JOURNEY OF MY ORDER?

You will receive e-mail updates on the status of your order. You can also find this information in „My Account“ section. If you choose delivery via pick-up station, you will receive an SMS with a code, you will have to enter at the station. If you choose home, office or another address delivery, you will get a phone call from delivery company. If you choose pick-up in-store, you will receive an e-mail from Soulz.lt. 



DO YOU HAVE INTERNATIONAL SHIPPING?

We ship to Latvia and Estonia also.

RETURN

CAN I RETURN THE ITEM, THAT DOESN'T FIT?

You surely can return items*, if:

• They are not worn;

• They are low-quality; 

• They do not fit you by size, material or expectations.

All the labels and packages can‘t be damaged and removed. You have 14 days from the day you received the parcel to return your purchase.

*You can‘t return swimwear and underwear.



HOW CAN I RETURN GOODS?

You can return the goods in following ways:

•  to any "Aprangos galerija" store. It's the easiest way, as you don't have to fill or send any return blanks, you just have to bring the good to the store and show the QR code of your order to the concultant.


•  via courier. If you have an account in SOULZ, all you have to do is to go to your order and click "Return" button to complet the refund form. If you kave made an order as a guest, you will find the return link in the letter " YOUR ORDER HAS BEEN DESPACHED". The same day after filling the return blank you will be contacted by a courier, to arrange a pick-up time. Single order items must be packed in a single box and sealed properly. The parcel sticker will be delivered by a courier.

•  via pick-up terminal. If you have an account in SOULZ, all you have to do is to go to your order and click "Return" button to complet the refund form. If you kave made an order as a guest, you will find the return link in the letter " YOUR ORDER HAS BEEN DESPACHED". After filling the return blank, you will recieve an email shortly with a PIN code and a selected pick-up terminal, to which the goods should be delivered. Single order items must be packed in a single box and sealed properly. The parcel sticker will be printed by the pick-up terminal.



IN WHICH STORES CAN I RETURN MY DELIVERY?



 



VILNIUS

APRANGOS GALERIJA, PC AKROPOLIS

Ozo g. 25, ph. +370 616 26490

WORKING HOURS

I-VII 10:00 - 22:00



APRANGOS GALERIJA, PC PANORAMA

Saltoniškių g. 9, tel. nr. +370 615 97156

WORKING HOURS

I-VII 10:00 - 21:00



KAUNAS



APRANGOS GALERIJA, PC AKROPOLIS

Karaliaus Mindaugo g. 49, ph. +370 615 60432

WORKING HOURS

I-VII 10:00 - 21:00



APRANGOS GALERIJA, PC MEGA

Islandijos g. 32, ph. +370 618 33174

WORKING HOURS

I-VII 10:00 - 21:00



KLAIPĖDA



APRANGOS GALERIJA, PC AKROPOLIS

Taikos g. 61, ph. +370 686 54652

WORKING HOURS

I-VII 10:00 - 22:00



ŠIAULIAI



APRANGOS GALERIJA, PC AKROPOLIS

Aido g. 8, ph. +370 620 51158

WORKING HOURS

I-VII 10:00 - 21:00



PANEVĖŽYS



APRANGOS GALERIJA, PC RYO

Savitiškio g. 61, ph. +370 687 76542

WORKING HOURS

I-VII 10:00 - 21:00



HOW MUCH THE RETURN SHIPPING COSTS?

The return is free of charge.



WHEN WILL I GET MY REFUND?

Money is usually refunded within 5 business days with the same payment method, that was used at the time of purchase. After return, the customer will receive an email confirming this. The law provides for the possibility to refund money within 14 days of the date of submission of the notice of withdrawal.

PRODUCT

HOW CAN I KNOW, THAT OUT OF STOCK ITEM IS BACK ON STOCK?

If the item you want is sold out, you can register your e-mail address and we will let you know as soon as it becomes available only by clicking on the note „Inform when back in stock“ by the size chart. When the item is back in stock, you will receive an e-mail. The e-mail is not a reservation. Also, you can check the availability in-store, by clicking the option „Check in-store availability“.

LOYALTY

ARE THE LOYALTY CARDS OF "APRANGA GROUP" VALID IN SOULZ.LT ONLINE STORE?

The VIP and "City" loyalty cards are valid in SOULZ online store.



HOW TO ACTIVATE YOUR LOYALTY CARD ON SOULZ.LT ONLINE STORE?

Create an account on SOULZ.lt online store. Click the "LOYALTY" on the left side of your account, enter your loyalty card number in the "CARD CODE" field and click "SAVE". Once you add it, the discount will automatically be applied to all purschases you make on SOULZ. If you have a card with no discount yet, your purchases on SOULZ will be included in your loyalty card. The loyalty discount applies only to non-discounted items.



SYSTEM ASKS FOR MY PHONE NUMBER THAN TRYING TO ADD MY LOYALTY CARD. HOW SHOULD I DO THAT?

Go to "My account" and sellect "Address book". Enter all the neccessary information and the system will allow you to add your loyalty card.



ARE THE LOYALTY CARDS VALID FOR ALL ITEMS?

The loyalty discount applies only to non-discounted items.



ARE THE PURCHASES, MADE ON SOULZ.LT, ACCURUE ON THE LOYALTY CARD?

Yes, all purchases made on the SOULZ online store accrue on the customer loyalty card.