Returns and refunds

RETURNS AND EXCHANGES

Depending on the country you are in, there are different return procedures.

FOR FRANCE:

Returns are free for all orders returning from France.

All online orders may be returned within 14 days of receipt.

You can return your item in two different ways: either using the Colissimo prepaid label that we offer you, or in store.

Archives sale:
- Returns can only be made by post; no in-store returns will be accepted for Archives sale orders. 

- Exchanges are not offered for items from the Archives sale.

 

COLISSIMO RETURN - This return method is free:

All online orders may be returned within 14 days of receipt, if the return period is exceeded, it will not be possible to generate the Colissimo prepaid label (except for orders placed before Holidays).

Please follow these two steps to make a return:

- Go directly to My order or My account. You will find your order history, and the option to "Make a return" will be offered. Select the items you would like to return, and the return reason. Validate your return and the Colissimo prepaid label will be automatically generated, you will only have to download it. Stick the Colissimo prepaid label on your package.

- Indicate on your return form if you want an exchange or a refund on your invoice. In the case of an exchange, we invite you to specify the size you wish to obtain. Please note that exchanges are not offered for items from the Archives sale. Exchanges can only be made on the same item in a different size. If you do not specify a size, your items will be automatically refunded.

We invite you to go directly to the Colissimo website to find the nearest drop-off point. 

 

RETURN IN STORE - This return method is free:

You can go to any of our stores in France (excluding department stores - this service is not offered at Le Bon Marché, Printemps, BHV, Galeries Lafayette) to return an online order.

You will need to present the original invoice of your order, either in paper or digital format, and return the unworn items to our sales team who will validate or not the return. Items whose labels have been removed and are in poor condition cannot be returned.

An acknowledgement of receipt will be given to you by the store and the refund of your item(s) will be made by our customer service via the same payment method used originally.

An exchange request will result in a web refund of the returned part, and a new sale in the store.

This return method is not available for returns of orders made abroad and will not be available during sale.

Find your nearest Soeur store here.

FOR EU COUNTRIES*:

You can download your return slip by entering your order number and e-mail address here: https://www.soeur.fr/pages/demander-un-retour. Tick the items you wish to return and the reason for the return. Confirm your entry and the returns label will be generated automatically. The €5 cost of the label will be automatically deducted from the cost of your return. Print the returns label and stick it on your parcel. We invite you to go directly to the Colissimo website to find the nearest drop-off point.*Except Bulgaria

 

RETURNS FROM ABROAD (OUTSIDE EU):


For all orders placed before February 9, 2024:


If you reside outside the European Union (or in Bulgaria), return costs are at your expense.

Your items are to be sent by post to our warehouse only, at the following address:

LOGTEX
Soeur Returns Service
ZI Artoipole 2 Allée de Belgique
62128 WANCOURT
FRANCE

Attention, for returns outside the EU, please make sure to specify on the customs form that it is a "return" so as to obtain a return with "freight duties and taxes" (without additional charges). Also, include the original invoices in the return package, specifying which items are being returned. Soeur will not cover any potential customs fees.


For all orders placed from February 9, 2024 onwards:


Go directly to My order or to your Account section. You will find your order history, and the option to "Make a return" will be available. Check the items to return, as well as the reason for the return. Confirm the input, and the return label will be automatically generated. You can download a paid return label at a negotiated price, the amount of which will be deducted from your refund. The amounts are indicated below:



Country Rates
Europe (outside European Union) and Overseas 10€
Switzerland 5 CHF
United States $8 USD
Canada, Australia, Hong Kong, Japan, China, United Arab Emirates, Singapore, Israel, Taiwan, Kuwait, Mexico, Saudi Arabia 15€ or equivalent currency
Other destinations Amount indicated at the time of your return


Exchanges outside the European Union are not allowed.

 


RETURN IN STORE - This return method is free - Only available for Belgium and Spain orders :

This return method is free.

You can go to any of our stores in Belgium and in Spain (excluding department stores - this service is not offered at Corté Inglès) to return an online order.

You will need to present the original invoice of your order, either in paper or digital format, and return the unworn items to our sales team who will validate or not the return. Items whose labels have been removed and are in poor condition cannot be returned.

An acknowledgement of receipt will be given to you by the store and the refund of your item(s) will be made by our customer service via the same payment method used originally.

An exchange request will result in a web refund of the returned item, and a new purchase in store..

This return method is not available for returns of orders made abroad and will not be available during sale.

Find your nearest Soeur store here.

RETURN DELAYS

You have 14 days after receiving your order to return your items for a refund or an exchange if they do not suit you. Please note that the returned items must not have been worn.
Items whose label has been detached and are in poor condition cannot be returned.
SOEUR reserves the right to refuse any return that does not meet these conditions.

REFUND TIMES

You will receive an automatic email to notify you when the refund has been made. Please allow about 10 working days after receipt of your return for our service to process your request.

For store returns, the refund will be made within 48 to 72 hours, except during commercial periods.

THE PART RECEIVED HAS A DEFECT

We invite you to contact our customer service at any time at the following address: serviceclient@soeur.fr.
Don't forget to attach to your message pictures of your defective part, this will help us to propose you the best possible solution.
If the defect is found by our teams, a prepaid return form will be sent to you.
We will proceed with an exchange or a refund (if the product you initially ordered is no longer available) upon receipt of the part.

THERE IS AN ERROR IN THE PREPARATION OF MY ORDER

If you have not received the item you ordered, or if an item is missing from your order, please write to us at serviceclient@soeur.fr.


Delivery and order tracking

COUNTRIES, MODES, DELAYS AND DELIVERY FEES

Shipping costs are at the user's expense and depend on the country of delivery. They will be specified to the customer during the confirmation of the order.
Delivery in France and in Belgium is offered.

Here is our price list, subject to change:

FRANCE

Country and Delivery Method Estimated Delivery Time* Rates 
France I Chrono Relais Express pickup point D+1 before 1:00 PM Free
France I Chronopost Express at home D+1 before 6:00 PM 8€
France - Corsica I Chronopost Express at home D+1 before 6:00 PM 28€

 

EUROPEAN UNION

Country and Delivery Method Estimated Delivery Time* Rates 
Belgium I Colissimo at home 48h to 72h Free
Belgium I DHL Express at home 24h to 48h 15€
European Union excluding Belgium I Colissimo at home (free from 250€) 48h to 72h 5€
European Union excluding Belgium I DHL Express at home 24h to 48h 15€

 

OUTSIDE EUROPEAN UNION

Country and Delivery Method Estimated Delivery Time* Rates 
Switzerland I Standard at home (free from 250 CHF) 48h to 72h 5 CHF
Switzerland I Express at home 24h to 48h 15 CHF
United States I DHL Express at home (free from $300 USD) 48h to 72h $15 USD
Canada I DHL Express at home (free from $515 CAD) 48h to 72h $30 CAD
Australia I DHL Express at home (free from $580 AUD) 6-8 days $34 AUD
DOM-TOM (free from 350€) 6-8 days 20€ in local currency
Other destinations I DHL Express at home (free from 350€) 6-8 days 20€ in local currency

The ordered products will be delivered to the address provided by the user.

Orders placed before 12:00 are prepared and shipped the same day the order is placed. Orders placed after 12:00 pm will be shipped the next day.

*Please note that the preparation times mentioned above may be longer during our sales events, promotions, and/or special occasions.

Delivery times start from this date. Unless during special operations, they will be, subject to available stock, from 24h to 72h for France and approximately 3 working days for foreign countries, depending on the destination and the chosen delivery method.

*Delivery times are indicative and provided by our transport providers; they may also vary depending on the time of year.

For deliveries outside the European Union, we facilitate customs clearance as much as possible with our delivery provider to avoid delaying your delivery. In some cases, the delivery time may be extended due to customs checks, beyond our control.

All our deliveries require a signature, except during lockdown periods or as indicated by our providers. SOEUR does not deliver to P.O. boxes.

In case of absence, a delivery notice should be left in the recipient's mailbox. The customer has 15 days to pick it up at the post office.

At any time, you have the option to track your package on the Chronopost, La Poste, and DHL websites.

In case of delay, SOEUR's responsibility cannot be engaged for any reason. Therefore, no compensation request of any kind can be claimed by the user to SOEUR.


Note: For any delivery outside the European Union, additional customs fees and taxes may be applied. This information will be indicated in the final steps of your order.

CUSTOMS DUTIES AND TAXES

To simplify your procedures, import taxes and customs duties are automatically calculated and included in the final price of your order.
Soeur will take care of paying these customs fees to the relevant authorities.
In case of a product return, the entire amount paid, including any customs duties and taxes, for that product by the customer, is refunded.
For orders in the United States and Canada, local taxes ("sales tax") are applicable in certain delivery states. These taxes are added to the final price and are calculated based on the delivery address you provide.

FOLLOW THE DELIVERY OF MY PACKAGE

For European Union orders:

When your order is shipped, you will receive a confirmation email from our services, containing your tracking number, as well as the link to the La Poste website.
You just have to enter your tracking number in the "follow my parcel" section on their website and see the status of your parcel delivery.
Your tracking number will also be available directly in the "Orders" section of your account.

For orders outside the European Union:

Upon the shipment of your order, you will receive a confirmation email from our services, including your DHL tracking number.
You can also track your package by entering your order number and email address here.

MY PACKAGE SEEMS TO BE LOST OR BLOCKED

For European Union orders:

If during your tracking on the website of La Poste, you find an anomaly on the delivery of your package and you think it may be lost or blocked, which unfortunately can happen, we invite you to contact our teams at serviceclient@soeur.fr.
Do not forget to bring your order number and your tracking number.

For orders outside European Union:

If, during your tracking on the DHL website, you notice an anomaly in the delivery of your package and you believe it may be lost or stuck, which unfortunately can happen, we invite you to contact our teams via the contact form.
Do not forget to bring your order number and your tracking number.

MY PACKAGE HAS BEEN RETURNED TO THE SENDER

Packages that are returned to sender are often the result of an error in the delivery address, repeated no-shows during several delivery attempts, or a package waiting at a post office that has exceeded the 15-day set aside period.
In all cases, when our warehouse receives a return to sender, our service contacts the customer.
However, we invite you to contact our teams at serviceclient@soeur.fr to determine if a new shipment is possible if you wish.


E-booking

You now have the possibility to reserve articles for free in our Soeur outlets, without any obligation to buy, directly from our website. This service is proposed on each product sheet, you will be asked to choose the point of sale in which you wish to make the reservation, as well as some personal information:
- Your name and first name,
- Your email and phone number.
Within two working hours, you will receive an email from the store confirming the availability of the requested piece (this delay may be slightly extended during the Soeur commercial operation).

From this confirmation email, the piece will be put aside for you during 48 hours, after this period, the piece will be automatically put back in stock and the reservation cancelled.


This service will be deactivated during the official sale periods.

Attention, a reservation made during a commercial operation period (private sale), with a special price, will be valid only if the article is recovered during the dates of this same commercial operation. If the item is picked up after the end of the sale, then the price in the store will be the one before discount.

The return conditions remain the same as those that apply in our points of sale.


My order

IS MY ORDER TAKEN INTO ACCOUNT ?

Your order is taken into account from the moment you receive a confirmation email and you see it appear in the "my orders" section.
In the confirmation email, you will find your order number as well as the summary of your basket.
If you have not received a confirmation email, you can contact us at serviceclient@soeur.fr.

MODIFICATION OR CANCELLATION OF AN ORDER

You can add or remove items from your cart as long as your order is not validated.
Once your order is placed, modification or cancellation of your order is no longer possible.

FOLLOW THE STATUS OF MY ORDER

You can follow the status of your order in your personal space in the My account section at any time.
If you checked out as a guest, you can enter your email address and order number here.
When your order is in "shipped" status, you will receive a confirmation email with the tracking number of your package, which will allow you to follow the progress of your package on the Post Office website.

MY SIZE IS NO LONGER AVAILABLE

If your size is no longer available on our website, you can, for some items, subscribe to an alert to receive an email when the item is available again. For items that do not have the possibility to subscribe to the alert, we invite you to contact us at serviceclient@soeur.fr.


My account

CREATE AN ACCOUNT

To create a Sister account, simply go to the home page of our site www.soeur.fr and click on the "Account" icon on the top right.
You will be asked to create an account by entering your email address and a password.
You will then just have to fill in the requested information.

I HAVE LOST MY PASSWORD

To recreate a password, you can go to the home page of our site www.soeur.fr and click on the "Account" icon in the upper right-hand corner.
When you log in, click on the link I forgot my password ?
You will be asked to enter your email address and a link to create a new password will be sent to you.

THE SISTER NEWSLETTER

To subscribe to our newsletter and to know our news, you can either go to the home page of our site www.soeur.fr at the bottom right and enter your email in the box Subscribe to the Newsletter or you can connect and access directly to the "Newsletter" section from your account and subscribe. Finally, you can also register when you create your account by checking the box provided for this purpose.

If you no longer wish to receive our newsletter, simply click on the unsubscribe link at the bottom of each of our newsletters.
You can also log in and access the "Newsletter" section directly from your account and change the settings at any time.
Please note that this unsubscription does not apply to stock availability alerts to which you are subscribed at the same time.

MY PERSONAL DATA

For any information concerning your personal data, we invite you to go to our "General Sales Conditions" section, paragraph 10. Privacy policy.

MY ACCOUNT FEATURES

Your account allows you to manage certain parameters such as: your personal information (name, first name, email address, etc.), your addresses (delivery and billing) and your subscription to the Soeur Newsletter.

You can also access your order history with details for each of them, and download your different invoices. You can change your account settings at any time.

DELETE MY ACCOUNT

If you wish to delete your Sœur account, you can contact us at serviceclient@soeur.fr and ask us at any time. A confirmation email will be sent to you by our team.


Payment

WHAT ARE THE POSSIBLE MEANS OF PAYMENT ?

Your order can be paid by credit card bearing the Visa, Mastercard or American Express logo. You also have the possibility to pay your order via your Paypal account.

We propose the payment in 3 or 4 times with Alma without expenses, for any order of an amount higher than 100€ in France, as well as the payment in deferred at D+15.

For information, our site does not allow payments by bank transfer or credit notes.

MY PAYMENT HAS BEEN REFUSED

If your payment has been refused, we invite you to try again to place an order with another means of payment, or to contact your bank directly.
If the problem persists, you can contact our team at serviceclient@soeur.fr and we will try to help you.

IS THE SITE SECURE ?

Your payment is well secured.
Your banking information is encrypted and is not in our possession.
Our banking partner, Ingenico Group, ensures the confidentiality of your information.

HOW TO ACCESS MY INVOICE ?

To see your invoices, you can connect to your account on our website www.soeur.fr and go to the "Orders" section. Your order history will appear, click on "details" to download the invoice on the next page, and for each order a downloadable invoice is attached.
Your invoice is also sent as an attachment to the order confirmation email, and will be automatically included in your package.

WHEN WILL I BE DEBITED ?

Your bank account will be debited upon validation of your order. Knowing that there is always a delay from the banks, the validation of payment can sometimes take a day, from the validation of the order.

DO YOU OFFER TAX EXEMPTION?

Our site does not allow you to benefit from tax exemption.
The tax exemption is only available in our stores, for purchases made in the store.


Our Collections

CREATION OF OUR MODELS

Our models are imagined and designed in our Parisian style office in the 1st district.
They are then made by trusted manufacturers, some of whom have been partners since the beginning of Maison SOEUR, all over the world.
We specify the country of manufacture for each of our models, you will find this information on our composition labels, present inside each piece.
If you have any further questions on this subject, we invite you to contact us at serviceclient@soeur.fr.

OUR CARE TIPS

To help you in the care of your SOEUR pieces, we invite you to go directly to our "

QUALITY PROBLEM WITH AN ITEM

If you encounter a quality problem with one of our models, we invite you to send us the following elements by email to serviceclient@soeur.fr:

  • the number of your order - if it is an online purchase,
  • the name of the store where the purchase was made and the date of purchase - if it is a store purchase,
  • the reference of your model (indicated on the textile label sewn on the lining of your model),
  • a short description of the problem encountered as well as pictures illustrating it.

Our Quality team will then be able to proceed to a photographic expertise of your piece and bring you a tailor-made solution.

SIZE GUIDE

If you are hesitating between two sizes, our size guide is available on each product page.

THERE IS A COLOR DIFFERENCE BETWEEN THE PRODUCT RECEIVED AND THE PHOTO OF THE ITEM ORDERED ON THE WEBSITE

Each computer monitor has a different calibration, so there may indeed be a color difference. In case of doubt about the color of a product, please contact our customer service.


Our stores

Please find the list of our stores here.
You can also visit the "

FIND OUR COLLECTION ARCHIVES

Our old collections are available one year later in our archive store, located at 41 rue de Bourgogne in Paris, 7th district.
Please note that all the old collections are not available at the same time. The boutique presents our models each season with a year's delay compared to our other points of sale, while stocks last.


The golden ticket

Be the next lucky winner! In december, a golden ticket will be hidden every day in one of the orders placed on soeur.fr This golden ticket will allow you to obtain a gift card of the same value as your purchase! Share with us a picture of your golden ticket with #SoeurGoldenTicket