SOUL CHEMIST CUSTOMER CARE

Contact Support

Get help with orders, payments, downloads, installation, licences, product access and any other Soul Chemist purchase or service.

Submit a request Find quick help

Replies normally within 24 hours on weekdays 9:00 AM to 9:00 PM, Madrid time Secure customer verification

START WITH THE FASTEST ROUTE

You may already find the answer here.

Choose the type of help you need. These guides solve the most common issues without waiting for a reply.

ORDERS & PAYMENTS

Order Help

Missing confirmation, payment problems, duplicate purchases, billing details and refunds.

DELIVERY & ACCESS

Download Help

Missing links, private access, interrupted downloads, ZIP files and damaged folders.

SETUP & COMPATIBILITY

Installation Guide

MPC expansions, compatible software, hardware installation and locating your sounds.

PRODUCT INFORMATION

Frequently Asked Questions

Licences, commercial use, formats, product differences, All Packs and custom services.

BEFORE YOU CONTACT US

One complete request gets a faster answer.

Include the relevant details from the beginning so support can verify the purchase and solve the issue without asking for basic information again.

Order number

Include it for any payment, order, delivery, refund or access request.

Purchase email

Use the exact email address entered during checkout whenever possible.

◇

Product name

Tell us which sample pack, drum kit, bundle, expansion or service is affected.

Clear description

Explain what happened, what you expected and any steps you already tried.

Protect your payment information. Never send a complete card number, CVV, bank password, account password or private download link. Support only needs verification details such as the order number, date, amount and payment method.

SUBMIT A SUPPORT REQUEST

Tell us exactly what you need.

Fields marked with an asterisk are required. Order information is optional for general questions, but essential for purchase-related support.

Name *

Email *

What do you need help with? * Select the closest category so your request can be reviewed correctly.

Order number Required for order, payment, download, access and refund requests.

Product or service

Subject *

Message * Attachments are not supported by this form. If a screenshot or file is needed, support will ask you to reply by email.

I confirm that the email address and order information supplied above are accurate. *

The information submitted through this form will only be used to review and respond to your request in accordance with the store Privacy Policy.

WHAT HAPPENS NEXT

A clear support process.

01
Request received
Your message enters the customer support queue.
02
Details verified
Order and account information is checked when relevant.
03
Issue reviewed
The correct solution, instructions or next step is prepared.
04
Reply sent
The response is sent to the email address entered in the form.

DIRECT CONTACT

Prefer email?

You can contact support directly. Include the same information requested in the form.

info@samplepacksbysoulchemist.com Instagram @samplepacksbysoulchemist

PLEASE NOTE

Send one complete request instead of several duplicate messages.
Check Spam, Junk and Promotions while waiting for a reply.
Use the purchase email for order verification whenever possible.
Response time may be longer on weekends, holidays or during major releases.

CREATED FOR PRODUCERS

Real support for real workflows.

Whether the issue concerns a sample pack, drum kit, bundle, MPC expansion, All Packs access or a custom service, the goal is the same: get you back to creating as quickly as possible.

Contact support