FAQs
ABOUT PERSONSOUL
What is PERSONSOUL?
PERSONSOUL is a fashion brand rooted in Chinese culture, built around the idea of rebuilding identity in a world shaped by chaos, rupture, and constant change. Through contemporary design, the brand transforms mythology, environment, and cultural memory into a universe of clothing and expression.
Is Person Soul the same as PERSONSOUL?
Yes. PERSONSOUL is the official name of the brand, while some people search for Person Soul. Both refer to the same brand universe shaped by Chinese heritage, mythology, and contemporary design.
Where can I shop official PERSONSOUL products?
You can shop official PERSONSOUL collections directly on our website. Our online store is the main destination for new arrivals, seasonal collections, denim, outerwear, and other signature pieces.
What is PERSONSOUL known for?
You can shop official PERSONSOUL collections directly on our website. Our online store is the main destination for new arrivals, seasonal collections, denim, outerwear, and other signature pieces.
ORDER ISSUES
When will my order be shipped?
Delivery times vary depending on the destination country, shipping carrier, customs clearance, and local delivery conditions.
Once your order has been shipped, you will receive a shipping confirmation and tracking information by email. Please note that the final delivery time is an estimate and cannot be guaranteed.
If you need more specific delivery information, please contact us with your order number and destination country.
When can I receive the products after the order is shipped?
For in-stock items, orders are usually processed within 2–3 business days and shipped within 3 business days.
For pre-order items, the estimated shipping time is shown on the product page. Due to the complexity of certain designs and production processes, pre-order items may take up to 50 business days to ship.
If your order contains both in-stock and pre-order items, we will usually contact you first to confirm whether the in-stock items should be shipped separately. In most cases, in-stock items are shipped first.
Please note that processing times may be longer during major promotions, holidays, or periods of unusually high order volume.
Can I modify/cancel my order?
If you need to modify or cancel your order, please contact us as soon as possible by email or through our online customer service.
Changes or cancellations may be possible before the order enters shipment, but this depends on the current processing status of the order. Once an order has entered shipping or transit, it can no longer be changed, canceled, or recalled.
To help us process your request faster, please provide your order number, the email address used for the order, and the recipient’s name.
If you need to modify/cancel,please contact us.
I did not receive the order confirmation email!
Please contact us to provide the correct email address, and we will resend you the confirmation email.
PAYMENT/EXPENSES
How much shipping and customs duties do I need to pay?
You can check the shipping amount you need to pay on the checkout page;
you don't need to pay customs duties at checkout, but customs duties may be incurred along the way, depending on your local customs policy, which we cannot determine.
How do I use the discount?
If you have a discount code, you can paste it on the checkout page to use it.
When will I get my refund?
The refund amount will generally be returned to your account within 3-5 working days after the order is canceled.
SHIPPING
Where do you ship from?
We ship from China.
Can it be delivered to my country?
We can deliver to most countries, you can choose on the checkout page to see if your country is included.
What is your return and exchange policy?
What should I do my tracking status shows Exception/Return?
Please contact us as soon as possible.
PRODUCTS
What is a pre-order product?
Pre-order products are products that are currently out of stock and will take a while to be replenished.
Are your clothes unisex?
Yes, most of our clothes are unisex.
Where is the physical stores?
CHINA
Official Store:
Guangzhou , Yuexiu District , Dadong Street , Junyi Road No. 5
广州市越秀区大东街道均益路5号