FAQs


What are your customer service hours?

Our customer service hours are 9am - 5pm EST Monday - Saturday. All questions are responded within 24 hours during the week and between 24-48 hours on weekends.

Why should I sign up for the emails?

With emails you are able to find out what's new with RealLoveExist.com/Rainie Howard Enterprises as well as find out about future promotions before anyone else. We let those who subscribe via email gain access to our limited editions before they are announced anywhere else. That is why many of our limited editions tend to be sold out.

What currency are your products set in?

All products are set by default in USD. You can change the currency in the top right portion of the screen.

How do I know if my order has been placed?

You will receive an order confirmation email to the email address you provided with a receipt. Be sure to check your spam folder as well for an order confirmation. Also make sure you enter in the correct email address. A misspelling can affect whether you receive an email confirmation or not.

I've just placed my order, can I change it?

If you placed an order and would like to add or remove an item, you will have 4 hours from when you placed your order to cancel your order as we do not have the ability to add or remove items from your order. Please notify us within the 4 hours that you have placed your order or we will not have the ability to cancel it as we process items pretty quickly. It will be out of our hands and on it's way to you.

How do I track my order?

Once your order is ready to be shipped, you will be given a tracking number to where you can keep track of your order. Some orders require signature confirmation (unless you click on the option to not require signature), so be sure to make proper arrangements to receive your order.

When can I expect my shipment to arrive?

Orders generally ship 4 - 8 business days including a processing time of 1 - 3 business days. Your order will ship out using the delivery choice you choose at checkout. We ship via USPS, UPS & AMAZON. For International Orders USPS Media/Standard Mail : 7 - 17 business days 

Where do we ship to?

We ship all over the world.

 Do you ship to P.O. Box addresses?

Yes we do ship to P.O. Box addresses.

Will I be charged customs and import duties?

Please note that RealLoveExist.com/Rainie Howard Enterprises ships all international packages "Delivery Duties Unpaid." This means that all customs, duties, taxes, and brokerage fees are not charged by RealLoveExist.com/Rainie Howard Enterprises and are the responsibility of the customer at the time of delivery. If the customer fails to pay these fees and the package is returned to RealLoveExist.com/Rainie Howard Enterprises, we will not resend your package and instead issue a store credit in the amount of the subtotal of your order (not including shipping fee).

Wrong address. I accidentally gave you the wrong address...what now?

We ship to the address provided. You have 4 hours to contact us within the processing time to provide us with the correct address. If you paid with Paypal and have a wrong shipping address on file with them, you will need to contact them and make sure that your address is updated with them before we can ship out to that address or it will be shipped out to the address provided within Paypal. We only ship to the address provided within Paypal.

Can I use more than one discount code on my order?

Only one coupon code per purchase when discount code is available.

What happens if I forget to use a discount code?

We are sorry to hear this. Once your order has been placed we are unable to manually add the discount. Please note that this discount may be used on your next order if the code is still valid.

Why won't my discount code work?

Our codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout. Please look at the terms and conditions of the discount code to make sure this offer is still valid. From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code.

Why has my order been cancelled?

Our items sell out super quickly due to such a high demand and on occasions an item you have ordered can suddenly become unavailable. These cases are rare. If an item in your order sells out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.

The product I want is no longer there....what do I do?

Please keep checking back on our site and look out for our emails for any restock updates. Also check our Facebook and Instagram pages.

What is your return policy for domestic physical products?

Set In Soul issues refunds in the form of E-gift cards. ALL FINAL SALES ARE FINAL.

What is your return policy for international physical product orders?

RealLoveExist.com/Rainie Howard Enterprises issues refunds in the form of E-gift cards. ALL FINAL SALES ARE FINAL.

What is your exchange policy for product orders?

We are unable to process exchanges at this time. You can return the product and we will issue you an E-Gift Card once we’ve received the return. You can use the E-Gift Card towards the correct item. 

I have not received my order even though the tracking says shipped. What do I do now?

Once the item has been shipped, it is no longer in our hands. You will need to contact USPS, UPS or AMAZON (which ever delivery company) with the tracking number provided to gain more information. If signature confirmation shows that it was signed for, you will need to contact them.

I see there was an attempted delivery but I missed it. What do I do now?

You will need to contact the delivery company to make arrangements to pick up the item. You can also go on their site or contact them to schedule redelivery.

I missed all delivery attempts and it is being shipped back to you. I do want the item. What do I do now?

It is the customer's responsibility to make arrangements to receive their package with the delivery company. If it is shipped back to us and you want us to ship it back to that same address or a different address, you will need to pay to have the item reshipped.

I need the item reshipped. I accidentally gave the wrong shipping address.

If you provided the wrong shipping address and need the item reshipped to you, you will need to pay the shipping fee to have the item reshipped.

What does it mean when an item says Preorder Now Ships?

Preorder now means the item will be available to ship on that date. The date stated is when the item ships. You are charged to reserve your item for that ship date.

If I purchased more than one item and one of the items are on preorder when will I receive my shipment?

We ship out all items at one time. Once we receive all items, the item is then shipped to you. 

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