I. Our Top Question

Where is my order ?

If you’ve just recently placed your order, but haven’t received a confirmation email, check out this article > [III.1]

If your order should be on its way, and you’re looking for an update on delivery status, you can view both your estimated delivery date, and your tracking details if applicable, in your shipping confirmation email

And finally, if your order should have reached you by now but has not, you can find details about late or lost orders > [V.2]

How Can I reach Customer Support ?

If you're in need of help and support, you've come to the right place! Be sure to check out our large library of help articles, as most of the answers you seek can be found right here. Have a browse of our most common questions

Still need help? Our team of knowledgeable Customer Support provide personalized, human support (no robots here!)

Get in touch by using our handy Contact Us Page or by emailing us directly at [email protected]

Be sure to provide as much detail as possible, especially if you need help editing your order. Often we can make adjustments prior to replying, as long as we have all the information needed.

Upon contacting us, you’ll receive an automatic reply just to confirm we’ve got your message, and then one of our Customer Support will reply as quickly as possible. All messages are currently answered Monday to Saturday, and you should receive a reply within 12-24 hours, though during busy holiday periods it may take a day or two longer.

Concerned we won't answer your email before your books start printing? No need to worry. As long as you've written us before your order printed, we'll make sure your order is just how you'd like it.

How do I track my order ?

If your order is trackable, you will see a tracking link in your shipping confirmation email. You can also log in our Track Order page, then input your order number and email to access our order tracking section here.

If you selected our Standard Shipping method, tracking information may not be available in certain countries. If tracking information is not listed in your shipping confirmation email, then your selected shipping method uses a non-trackable service and tracking information will not be available.

II. About Our Product

Can you add more personalization options?

We are only able to provide the alternatives that are currently listed on our website at this time. We are always developing new product with unique themes, personalization choices, and other features, so please browse our whole selection to see if there is a product that has what you're looking for.

Regretfully, no backstage magic exists to alter the books or produce anything different from what is currently on our website.

The avatar characters don't look like me, can you add more options?

If the specific book you've already looked at doesn't have an avatar that you find pleasing, you might be able to find more avatar options or a more similar avatar in another book in our collection.

You can peruse our entire selection of titles [shop page] to view every option available for customizing a character in each of our available illustration styles.

The customization options that are currently available are all displayed on our website, but we're constantly working to improve and broaden our selection. Regretfully, we are unable to accommodate requests for additional character or avatar options.

I want something different, can you do custom orders?

At this time. We are unable to make any additional changes to the text, illustrations, or themes of the stories other than those that are available to you during the book creation process.

Sadly, there isn't any backstage magic that can be used to customize something beyond what is offered on our website.

 

Are your books available in different languages?

Only available languages are shown, so if the one you’re after is missing from the drop-down menu, it means we don’t have it available for the product you’ve chosen.

Currently, we only support two language versions: English (US) and English (UK). Other language versions of the book will be available in the future.

 

Are your books suitable for all types of families?

We place a high value on representing a diverse spectrum of families in all of our books, including adoptive and foster families, single parents, LGBTQ+ families, and other caregivers. If you select a book for the whole family, you can designate whether you want it to feature one parent, two parents of the same gender, or two parents of different genders. If you select a book that focuses on one parent, the story will not presume that they have a partner.

There are also a lot of books that don't mention caregivers at all, and there are other books that have illustrations of a caregiver's hand or shoulder but don't say who the caregiver is or isn't specifically male or female.

We also provide a complete preview so you can read every page of the book before placing your order, just in case you want to be sure a certain book will be the ideal fit for the family you have in mind.

Do you have books with multiple characters?

Yes we do! You can view our top recommendations for books for multiple characters 

How long will it take to print my book?

Every order we receive is printed specifically for you and the reader you create the book for, on demand! Our workshops usually need 2-4 days to receive, process, and then deliver each order to the postal carriers.

Every order placed as part of this print-on-demand process will be kept in a print queue for 4 hours before our workshop starts to make it. This time allows you to make any necessary adjustments, such as correcting a typo or adding a personal note to your dedication. After that, your order details will be forwarded to one of our global workshops, where they will be printed, trimmed, bound, cured, and packaged in preparation for delivery to you.

Your order will be arriving soon if you have already received an email informing you that it has started to print. This indicates that the hold time has ended. As soon as your order is ready for shipping, you receive an email with the final shipping notification.

 

How are your product made?

All of our books are authored by Souletters’s teams. Our incredibly talented team handles everything, from concept to design, writing and illustration, to the website itself and everything in between.

Your order specifications are forwarded to one of our numerous workshops located throughout the world after you've added your magic and customized one of our books.

Each book is made to order in our workshops, specifically for you and the reader you designed it for. We handle everything from printing to trimming, binding to curing, and lastly packing and shipping!

Finally, one of our shipping partners receives your order and carefully delivers it to your door so you and your loved ones can enjoy it

What if the child's name has more letters than the maximum allowed in the book?

There is a maximum of 15 characters including spaces for a character name. We are required to limit the number of characters to fit our book design. If your name is more than 15 characters, please choose a different name or shorten your name.

 

III. My Orders

I didn’t get a confirmation email

If you haven't received your confirmation email in your inbox, we advise you to quickly check your spam, junk, or promotions folders because sometimes those get clogged up. Your Order Confirmation email might have been sent to your PayPal email address if you paid with PayPal and use a different email address for your account.

Our customer service team can locate your order details if your confirmation email hasn't arrived and isn't in your spam or junk mail folder, or if it's at a different email address. Visit our Contact us page for more information.

To help them investigate whether your order was placed successfully, be sure to include the following information when getting in touch:

  • Your first and last name;
  • The date you placed the order;
  • The name of the child, or children, you've created books for;
  • The full delivery address
Can I cancel my order?

Each of our books is personalized, and made on-demand for each individual customer. As a result, once an order has been placed, we're unable to cancel.

Can I edit my order?

Each of our books is personalized and made on-demand for each customer, which means once it is printed, the book will become unique and cannot be editable. 

However, your satisfaction is our number one priority, in case you want to edit the details in the book after your order, please contact us via email: [email protected] so that we can check your order. In case the book hasn't been printed, our customer support team will make the change for you.

Can I change my delivery address?

In case you want to update the order details, please drop us an email to: [email protected] and be sure to include:

  • Order Number
  • Your first and last name
  • Your mobile number
  • The full delivery address
  • The date you placed the order

 

Can I return my book for a refund or exchange?

Every one of our products is made specifically for you and the reader you designed it for, printed on demand! We are unable to accept returns or exchanges as a result.

We offer a complete preview of your book as you create it, so you can double-check all the details you've entered and make sure the story is exactly right for the reader you have in mind. This helps to ensure your order is exactly as you'd like it to be.

However, if there are any quality problems with your order, please contact us and our customer service team will assist in rectifying the situation.

 

IV. SHIPPING & DELIVERY

Do you offer free shipping?

At this time, we have chosen to charge an extra shipping fee for every order that we place. By doing this, we can maintain the high caliber and sustainability of our products without having to increase the price of our books. After providing your delivery address at checkout, the shipping cost is displayed upfront.

Remember that the shipping prices displayed cover both the cost of shipping and handling as well as packaging.

Please take a look at our [Offers Page] or subscribe to our newsletter for exclusive deals if you're trying to find a way to cut the cost of your order.

What countries do you ship to?

We are able to ship our goods practically anywhere in the globe!

Sending something to a foreign address? That is also simple!
Since it will display the appropriate currency for your location, it is recommended that you leave the country menu set to the one you currently live in. When you check out, you will be asked to provide your delivery address. This is where you can provide the recipient's address.

For instance, if you are a US resident and would like to send a gift to a UK recipient, all you have to do is visit our USA website, peruse our selection, and then provide the UK shipping address information when checking out.

How quick is delivery?

Our books are all made to order, and it takes 2--4 days for them to be shipped.

Delivery times for each order will vary depending on your location and the shipping option you chose at the time of purchase.

After providing your delivery address at checkout but before completing your order, you'll receive a more precise delivery estimate.

Will I have to pay duty or extra fees?

Delivery costs shouldn't be additional because we never charge for anything beyond what is specified at checkout and on your order confirmation.

If you are in one of the following regions—the UK, USA, Australia, or the EU—you can be confident that your order will be printed domestically and that you won't be assessed duties or customs fees.

Most other nations do not impose duties on our orders, but if you discover that you have been charged by customs, please contact us and provide the receipt, and we will be happy to investigate further on your behalf.

The delivery estimate is too late, can I rush my order?

Each of our books is made to order just for you, and takes 2-4 working days to print, trim, bind, cure, and prepare for shipping - our delivery estimates are added on top of that.

For most locations, we offer a faster shipping option during checkout that should have your book delivered within 7-10 days (though some locations can take longer). You'll be able to view an estimated delivery time for any available shipping methods after entering your shipping address.

Unfortunately we're unable to upgrade shipping to express once an order has been placed, and we're unable to put any additional rush on an order, as creating each book from scratch does take time.

Can I ship to a PO Box?

Yes, we can ship using only our regular shipping option to PO Boxes. Make sure to enter a residential or business address if you would like your order to be shipped with expedited shipping.

Include your phone number with your shipping information if you're based in the United Arab Emirates and want to ship to a PO Box so that Emirates Post can contact you when the package is delivered.

Which shipping option do you use?

Shipping options can vary depending on your location, but for most countries, we offer at least two shipping choices:

Standard Shipping —
with this option your order is shipped via standard mail, usually handled by your local mail carrier. Orders sent with standard shipping may not be tracked or have full tracking information available.

Express Shipping —
with this option your order will be shipped via courier (the particular courier service depends on your location). Express shipped orders will contain tracking information.

V. WHERE IS MY ORDER?

Where is my order?

Check out this article > [I didn’t get a confirmation email] if you recently placed your order and haven't received an email confirming it.

If your order is expected to be delivered, you can check your shipping confirmation email for your estimated delivery date as well as your tracking information, if applicable.

And lastly, you can find information about late or lost orders > if your order should have arrived to you by now but hasn't. [My order is late!]

My order is late!

We apologize if you have had to wait longer than anticipated; we understand how difficult it can be to wait for something amazing.
You can be confident that a complete order loss is extremely uncommon; in the event of a delivery delay, we typically observe that the mail arrives within a few days of our initial projections.

If you would like to check on the status of your order, you can use the tracking number we send you in the email to look it up on our website. From there, you can see the shipping address, check the estimated time of delivery, and view any available tracking information.

In light of this, we kindly request that you allow your reliable mail carrier a few extra days to deliver your special package. Please [reach out to us] with your order details if your order is nowhere to be found within 5–10 working days of your estimated delivery date. We will be happy to look into this further.

How do I track my order?

If tracking is available for your order, you'll find your tracking link right in your shipping confirmation email.

If you've selected our Standard Shipping method, tracking may not be available in certain countries. If tracking information is not listed in your shipping confirmation email, then your chosen shipping method uses an untracked service and tracking details will not be available.

My tracking isn't working?

It's possible that the tracking isn't operational yet if you've only recently received your tracking number and shipping notification.

Your tracking number is generated as soon as we get your order ready for shipping, but tracking information won't update until the mail carrier picks it up and scans it into their system. Within 48 hours, information should begin to appear.

It is not always a sign of trouble if your tracking link was active in the past but appears to have stopped. Tracking information frequently stalls between postal hubs or might only display updates at the time of collection and delivery. There's not much to worry about unless your projected delivery date has passed.

VI. SOMETHING'S WRONG

I've made a mistake in my book

If you've just placed an order, you can change the majority of the information by sending us an email with the specifics you'd like to modify.

We can't make any changes or send you a replacement copy if you've already received your shipping notification, printing confirmation email, or the book itself. To learn more about our Return policies

My delivery address is wrong

If your order hasn't shipped yet: You can email us the updated address information and we'll take care of the hassle of making the necessary changes if you placed your order recently and haven't received an email confirming its shipment.

If you have received your email with the shipping confirmation, it is sadly too late to modify the delivery address.

You might be able to reroute the package on your own by using your tracking details or getting in touch with the post office in your area. Regretfully, orders that have been addressed incorrectly cannot be redirected.

My email address is wrong

Don't worry, we can still locate your order!

Get in touch and our customer support team will be able to help track down your order details.

To help them locate your order, please be sure to include the following information:
- Your first and last name;
- The date you placed the order;
- The name of the person you've created books for;
- The full delivery address

My order arrived damaged

My order has arrived damaged
Oh my, it's so frustrating when a parcel doesn't arrive properly!

Don't worry - no matter if your order is damaged or there's any problem, just [contact us] and we'll sort it out.

My book is poor quality

Should there be any discrepancies concerning the physical aspect of your book, we would be happy to address them.

Although it happens very infrequently, books do occasionally slip past the strict quality control and standards of our workshop. In those cases, we can assist you.

Get in touch and being sure to share as much detail as you can about the quality issue. Some helpful details you can include are:

- Your order number
- Details of the affected book (if there's more than one book in your order)
- Details of the quality issue
- If possible, a clear photo of the issue that we can share with our workshops.

My order is wrong

We understand how frustrating it can be when an order or one of your books isn't quite right.

If the mistake was made by us, we would be happy to correct it.
Get in touch and tell us more about the issue, making sure to include as much information as you can. We can help you more quickly if you provide your order number and the specific item in your order that has an error.

We can also assist you if the personalized details are incorrect and the item you received differs from what you ordered.

I accidentally ordered the same book twice, help!

Don't worry—we've got you covered.
We can cancel the duplicate order if it hasn't shipped yet.

We'll also figure out a way to make things right if the books are already on their way.

Contact us and our customer service representatives will be pleased to assist you.

VII. PRICING & PROMOTIONS

How much are your product?

The format that is selected and any other add-ons that are chosen when creating your book determine the price of our product.

On each product page, you can see the base price in the currency of the country you have chosen. At the time of selection, the costs of upgrades and other add-ons will be prominently displayed, and your basket will display the total cost (before any applicable sales tax or shipping).

For exclusive discounts, don't forget to visit our offers page or subscribe to our newsletter!

Do you have any promotions, coupons, or sales?

We do indeed! Please visit our [Offers Page] to see current offers, or sign up to our newsletter to benefit from some extra-special discounts.

Why isn't my promo code working?

When a promo code doesn't work, it usually means one of four things:

- When finding deals on coupon code websites, it's common to find that the code has expired.
- There is a minimum purchase requirement that does not include shipping costs.
- You cannot meet the requirements for this specific code, such as trying multi-item with only one item in your cart.
- An error has occurred, such as typing the number one instead of the letter I or the letter O in place of a zero.

If the aforementioned advice isn't working to apply your discount, please contact us and share the promo code you're attempting to use. Our Angels will be pleased to assist you with additional troubleshooting.

Can I use more than one promo code?

No, unfortunately the website dragons are quite particular and allow only one promo code per order.

Discount codes cannot usually be combined with any other discounts or special offers.

VIII. GIFTING

Do you sell gift cards or vouchers?

Regretfully, no. We are unable to "hold" an order for shipment at a later time, nor do we sell gift cards or vouchers.

Are you eager to give a personalized book as a gift but are unsure about the recipient's background or preferred avatar?
We still have a few titles that, with a name added, would make very meaningful gifts.

Can I add a gift note or receipt?

Although we do not provide a separate gift note, you are welcome to include a free, personalized dedication message with every book we sell!

You can be confident that if you're sending your book as a gift, there won't be a receipt or any billing information included. The only receipt we provide is the email confirmation that you will receive as soon as your order is placed.

Can I get my book gift wrapped?

Yes!
Before you add each book to your basket, you'll have the option to add gift wrap. After filling out all the personalization details for your book, simply click "buy now" to move on to the next screen. You can select from the available gift wrap options for the book you have chosen there.

Gift-wrapped books will be shipped tucked inside their gift envelopes, which have a straightforward tab-and-slot closure. It will arrive ready to be given if you are sending the gift directly to the recipient. Simply open the tab-and-slot closure if you're receiving it at home to give it a preview before gifting it, or insert any handwritten notes or cards before shutting it back up.

Placing Order

How do I create my book?

As simple as 1-2-3, really! In just a few easy steps, anyone can become the protagonist of their own story.

Step One: Once you've chosen the book you want to write, you'll be asked to add some basic information to make the story uniquely yours, like a name. Depending on the book and the personalization options available, the book creation process varies slightly. However, we will prompt you at each step of the way to enter the next information.

After filling out the basic information, select the 'Preview My Book' button to access our book preview page.

Step Two: You can add more personalization to your book by selecting the color of the cover and adding a custom dedication on the book preview page! You'll find clickable boxes to enter any additional customization options for the book you've selected directly beneath the preview.

Make sure to read your story's entire, customized preview! To "turn" the page on a computer, simply click on the right-hand side. To navigate through on a tablet or mobile device, swipe.

Step Three: Check out the book with a basket! Your 'continue' button will activate and your book will be prepared for adding to your basket once everything has been completed and saved. Enchantment!

Why is the name I'm entering not working

When entering a name that doesn't work, it could be because one or more characters are either too many or too few, or there is an unsupported character.

If the name you entered is too long or too short, a pop-up message advising you of the length problem will appear. A notice stating "no spaces, punctuation, or symbols" will appear if a character isn't supported.

Why is my dedication not being accepted?

The dedication that we add to each of our books can be up to 10 lines long and 400 characters long (spaces included). Only simple letters, accents, and symbols are accepted.

You will see an error message if your dedication message is rejected; in most cases, this means that either one of the two reasons—that the message is too lengthy or contains an unsupported character—is the cause. When the problem doesn't appear to be obvious, the following examples could be useful in solving it:

If you are positive that you have only used simple characters or accents:

  • If you would like your dedication accepted, try typing it instead of copying and pasting it. Sometimes there can be some issues when copying and pasting content from outside sources.

If you are positive that your message doesn't exceed 10 lines or 400 characters:

  • Check to see if there are any hidden lines or spaces at the end of your writing by using the "select all' tool to emphasize your dedication. If so, the problem can be resolved by removing these extra lines or spaces.

Please contact our customer support team for assistance if neither of the aforementioned solutions resolves the issue and you continue to receive errors. They will be pleased to help.

Please provide the error message you're seeing on the website and include the complete dedication message in your email, along with the title of the book you're working on, so we can help you troubleshoot the problem

Why can't I continue to the next step

While creating your book you'll be prompted to fill in various details to personalize your story. The "continue" button will remain grey and un-clickable until each of the customization options has been completed and saved.

If you find that you cannot continue to the next step, the best thing to do is check to see that all of the customizations have been completed and have saved correctly - if you've accidentally left a box empty, or entered just a space without any alphabetic characters, that could be the source of the problem.

Once all the boxes have been filled in and saved, the "continue" button will change from grey to green and you'll be able to move on.

Answer not found?

Send us a message and our customer support will gladly help you.