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CUSTOMER SUPPORT
Order Help
Find an order, solve checkout and payment problems, request billing assistance and understand delivery, access or post-purchase support for any store product.
Secure checkout · Help for every store order
No physical parcel will be shipped.
Every store product is delivered digitally unless a product page explicitly states otherwise. There are no physical shipping charges.
START HERE
Locate and verify your order
Use the exact email address entered at checkout. Your order number is the fastest way for support to locate a purchase.
Check the confirmation page
After successful payment, keep the page open and note the order number and delivery instructions.
Search your inbox
Search for “Soul Chemist”, the product name or your order number. Check Spam, Junk and Promotions.
Open your account
Sign in with the same email used at checkout and review your available order history.
Send one complete request
If the order is still missing, contact support once with all verification details listed below.
ORDER NUMBER#0000Shown on the confirmation page and email
ORDER EMAILyou@example.comMust match the address used at checkout
ORDER STATUSConfirmedPayment has been accepted by the store
Order accepted
Your purchase has been recorded. Delivery can still be briefly delayed while a transaction is verified.
Payment not completed
Your bank or payment provider may still be processing or authenticating the transaction.
Order did not complete
No valid digital access is created when checkout is cancelled or the payment fails.
Approved return of funds
An approved refund is sent to the original payment method and may take additional bank processing time.
CHECKOUT & PAYMENT
Complete your purchase safely
Available payment methods, local currency and authentication options are displayed directly at checkout and can vary by country or device.
PAYMENT FAILED?
Check the basics before trying again
- Billing name and address match the payment account.
- The card allows online and international purchases.
- There are sufficient funds and no bank security block.
- Any 3D Secure or banking verification was completed.
- The browser is current and cookies are not blocked.
Do not repeat checkout many times in a row. Multiple attempts can create several temporary bank authorisations.
Card declined
Your bank normally controls the decline reason. Contact the bank or use another method shown at checkout.
Pending bank charge
A pending authorisation is not always a completed order. Check whether an order number and confirmation email were created.
Discount code
Enter the code before payment and confirm that the total changes. Codes combine only when checkout expressly allows it.
Currency and taxes
Your bank may apply conversion costs. Any applicable taxes or payment-provider costs are separate from shipping.
Payment security: Support may ask for the order number, date, amount and payment method. Never send a complete card number, banking password or security code.
AFTER CHECKOUT
Changes, billing and refunds
Digital delivery can begin immediately, so contact support as soon as you notice an incorrect email, duplicate purchase or billing problem.
✎
Incorrect email
Send the order number, purchaser name, incorrect address and correct address. Ownership must be verified before access is changed.
2×
Duplicate purchase
If the same product was purchased more than once, send both order numbers or payment records for review.
▤
Receipt or invoice
Your confirmation is the standard purchase record. For additional billing documentation, send the order number and complete legal billing details.
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Refund review
Digital purchases are normally final once delivered, available or accessed. Verified duplicate charges and unresolved technical faults are reviewed under the refund policy.
DIGITAL PRODUCT POLICY
Read the Refund Policy
Contact support before opening a payment dispute
Delivery, access, duplicate-order and technical problems can often be resolved directly by restoring access, replacing files or verifying the transaction. This does not restrict any mandatory consumer rights.
AFTER YOUR ORDER
What happens once payment is confirmed
The delivery method can vary by product size and format, but every order follows the same clear path from confirmation to access.
Order confirmed
You receive an order number at checkout and a confirmation is sent to the email address used for the purchase.
Access is delivered
Your files may be available through the confirmation page, delivery email, customer account or a verified private link.
Download your files
Save every file locally, allow large libraries time to finish and extract compressed folders before opening their contents.
Install or start creating
WAV packs can be imported into your normal workflow. Product-specific expansions should follow the installation guide.
DELIVERY SUPPORTDownload HelpMissing emails, private access, ZIP files and interrupted downloads→
SETUP SUPPORTInstallation & CompatibilityDAWs, MPC expansions, supported formats and installation guidance→
GENERAL SUPPORTFrequently Asked QuestionsLicences, product types, usage rights and general store information→
Large orders and private libraries: Some high-volume products require a brief security check or manual access approval. This does not mean the order has failed. Use Download Help if the order is confirmed but the files are not yet available.
ORDER TROUBLESHOOTING
Answers for common order problems
Search by issue or open the relevant answer below.
I paid but received no order confirmation +
Check Spam, Junk and Promotions, then search for “Soul Chemist”. Confirm whether the payment is completed or only pending. If no order number was created, send support the purchaser name, checkout email, date, amount and a payment screenshot with sensitive information hidden.
I entered the wrong email address +
Contact support with the order number, full purchaser name, incorrect email and correct email. Access details can only be changed after the purchase has been verified.
My payment keeps being declined +
Check billing details and complete any bank verification. Ask your bank whether online or international payments are blocked, or select another payment option displayed at checkout. Repeated attempts may create temporary authorisations.
I see a pending charge but no completed order +
A bank authorisation can appear even when checkout did not finish. Wait for the provider to update the status and check whether a valid order number exists. Support can investigate when you provide the date, amount and payment method.
I was charged twice or bought the same product twice +
First check whether one entry is only pending. If two completed payments or orders exist, contact support as soon as possible with both order numbers or transaction records so the duplicate can be reviewed.
My discount code did not apply +
Confirm the code spelling, eligible products, minimum spend, expiry and any usage limit. The discount must be visible in the total before payment. Unless checkout expressly allows it, promotional codes may not combine.
Can I cancel or change a completed order +
Contact support immediately, but cancellation cannot be guaranteed because digital delivery may begin as soon as payment is confirmed. A completed product cannot normally be exchanged simply because another pack is preferred.
Can I request a refund +
Digital purchases are normally final once content has been delivered, made available or accessed. This does not remove mandatory rights where digital content is defective, corrupted, incomplete or not supplied as described. Technical problems should be reported with evidence so they can first be resolved.
How long does an approved refund take +
An approved refund is issued to the original payment method. It may be processed promptly by the store while the bank or payment provider requires additional time before the funds appear.
How do I request an invoice +
Send the order number together with the exact legal name, billing address, country and tax or VAT number that should appear on the document. Do not send card details.
I do not recognise a transaction +
Contact support immediately with the date, amount and payment method, without sharing sensitive card data. You may also contact your bank or payment provider. Access linked to an unauthorised transaction may be restricted while the issue is investigated.
Why is my confirmed order still being reviewed +
Some transactions or high-volume digital libraries require a brief security or ownership check before access is released. Keep your order number available and make sure any private-access request uses the same email address entered at checkout.
My order is confirmed but I cannot access the files +
Open Download Help for delivery-email, customer-account, Google Drive and ZIP troubleshooting. An order problem and a file-access problem require different checks.
Open Download Help →No matching order topic was found. Send support your order number and checkout email.
STILL NEED HELP?
Give us everything needed to find the order.
One complete message avoids unnecessary back and forth and speeds up verification.
01Order number, when available
02Email used at checkout
03Purchaser name and product
04Date, amount and payment method
05Screenshot with private data hidden
Support hours: 9:00 AM to 9:00 PM, Madrid time
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