Returns and refunds

RETURNS AND EXCHANGES

For FRANCE :

We are delighted to announce that returns are now offered for all orders placed to France.

You can return your item in three different ways. Either via the Mondial Relay return form that we offer you, or in store, or by mail. You will find below the three processes.

MONDIAL RELAY RETURN - This return method is offered:

Go directly to your account by connecting to our website. You will find your order history, and the option to "Make a return" will be offered.
When you arrive on the return page of the selected order, you will be asked to check the items to return, as well as the reason for the return. Validate the entry and the return form will be automatically generated, you will only have to download it.

We invite you to go directly to the Mondial Relay website here to find the nearest drop-off point.

Please note that the return period is 14 days after receipt of your order, if the return period is exceeded, it will not be possible to generate the label.

Finally, please indicate in your package 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.
Exchanges are made only on the same items, of different sizes. If you don't specify, your items will be automatically refunded.

RETURN TO THE SHOP - This method of return is free:

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

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 detached 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 sales.

RETURN BY POST :

This method of return remains the responsibility of the customer, if you wish to use your own carrier.
Your items must be returned by post to our warehouse only, to the following address

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

Please indicate if you want an exchange or a refund on your invoice - to be included in your return package.
In the case of an exchange, we invite you to specify the size you wish to obtain.
Exchanges can only be made on the same items, of different sizes. If you do not specify the size, your items will be automatically refunded.

For OTHER COUNTRIES :

You can follow the postal process described above.

Please note that for returns outside the EU, we invite you to specify on the customs form that it is a "return" so as to obtain a "duty and tax paid" return (without additional charges) and we also invite you to include the original invoices in the return package, specifying which items are returned. Soeur will not be responsible for any customs fees.

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. Returns are at the customer's expense by mail, or offered for returns in stores. 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:

Country and delivery method Delivery time Rates
France and Belgium I Mondial Relay in collection point 3 to 4 days Free
France I Chrono Relais Express in a collection point D+1 before 13h00 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€
Belgium I DHL Express at home 24h to 48h 15€
Overseas, European Union I DHL Express at home 48h to 72h 15€
Europe outside the European Union, Maghreb I DHL Express at home 48h to 72h 27€
Switzerland and Norway I DHL Express at home 48h to 72h 22€
Africa excluding Maghreb, Canada, United States, Near and Middle East I DHL Express at home 48 to 72 hours 27€
Russia I Colissimo at home 8 to 10 days 30€
Other destinations I DHL Express at home 48h to 72h 30€

The ordered products will be delivered to the address indicated by the user anywhere in the world.

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.

The delivery time starts from this date. Except in the case of special operations, they will be, within the limits of available stocks, from 24 to 72 hours for France, and about 3 working days for the foreign countries according to the destination and the chosen delivery method.

Please note that the preparation time announced above may be longer during our sales, sales and / or promotions.
*Delivery times are given as an indication by our transport providers and can also vary according to the periods of the year.

All our deliveries are delivered against signature except in period of confinement or against indication of our providers. SOEUR does not deliver to post office boxes.

In case of absence, a notice of passage must be left in the mailbox of the recipient. The customer has 15 days to come and get it at his post office.

At any time, you can track your package on the website of Mondial Relay, Chronopost, La Poste and DHL.

In case of delay, the responsibility of SOEUR can not be engaged and this, for any reason whatsoever. Therefore, no claim for compensation, 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 and are charged to the customer.

FOLLOW THE DELIVERY OF MY PACKAGE

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.

MY PACKAGE SEEMS TO BE LOST OR BLOCKED

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.

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 sales 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 "Orders" section at any time.
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 " Care tips

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 sales points here.
You can also visit the " Boutiques

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.


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