RETURN AND REFUND
Returns and exchanges requests
For FRANCE and BELGIUM
You can now return your article in two different ways. Either by post or directly in the shop. You will find the two processes below.
Returns are at the customer's expense.
Your items are to be returned by mail only at our warehouse, to the following address:
Service retours Soeur
ZI Artoipole 2 Allée de Belgique
62128 WANCOURT, FRANCE
You'll have to indicate on your invoice if you wish for a refund or an exchange.
In case of an exchange request, we ask you to specify which size you're interested in.
Exchanges are made only for the same item in a different size.
RETURN TO THE SHOP:
This method of return is free.
You can go to any of our shops in France and Belgium (excluding department stores - this service is not offered at Le Bon Marché, Printemps and Galeries Lafayette) to return an online order.
You will need to present the original invoice for your order, either in paper or digital format, and return the unworn items in good condition to our sales team, who will validate the return or not.
An acknowledgement of receipt will be given to you by the shop and the refund of your item(s) will be made by our customer service department via the same payment method originally used.
A request for an exchange will result in a web refund of the returned part, and a new sale in the shop.
This method of return is not available for returns of orders made abroad and will not be available during sales periods.
Brexit: Please note that you may be charged with custom fees, they are customer responsibility.
We recommend you to use a standard method tracked.
You have a period of 14 days after receipt of 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 post, or free of charge for returns in shops. Please note that the returned items must not have been worn.
Items with detached labels and in poor condition cannot be returned.
SOEUR reserves the right to refuse any return that does not meet these conditions.
You will receive a confirmation email as soon as the refund is made.
Please allow 10 working days for our warehouse to process your return.
I received a faulty item
We ask you to contact our Customer Service at any time at the following address:
Do not forget to attach to your email pictures of the faulty item. This will help us find the best possible solution.
If the faulty item is confirmed by our team, a prepaid return label will be sent to you.
We will proceed with an exchange of the item, or a refund (if the ordered product is no longer available) upon receipt of your return.
Preparation mistake – I received the wrong item
If you didn't receive the ordered item, or if an item is missing in your parcel, please contact directly our Customer Service at email@example.com.
DELIVERY AND TRACKING
We ship worldwide. Shipping costs are at our customer's expense and vary depending on the selected country of delivery.
They'll be specified at the checkout.
We offer free shipping for deliveries in France and Belgium.
You'll find below our shipping fee list – we reserve the right to modify that list at any moment:
|Countries and Delivery method||Delivery time|
|France & Belgium I Colissimo||48h to 72h|
|France & Belgium I DHL Express||24h to 48h|
DOM-TOM, European Union I Colissimo
|3 to 5 days||
|DOM-TOM, European Union I DHL Express||24h to 48h|
Europe outside the European Union, North Africa I Colissimo
|8 to 10 days||
|UK, Switzerland and Norway I DHL Express||48h to 72h|
Africa, Canada, United States, Middle East I Colissimo
|8 to 10 days||
Other destinations I Colissimo
|8 to 10 days||
Shipments will be delivered at the address indicated by the customer, worldwide.
Orders placed before 12.00pm are prepared and shipped on the day the order was placed. Orders placed after 12.00 pm will be shipped the next working day.
Delivery delays run from this date. Except in case of special operations, delays for France are 48h to 72 hours, and 3 to 10 days worldwide, depending on the destination and the chosen delivery method.
For information, preparation delays announced above can be longer during clearance sales, sales or private sales.
All our deliveries for France and abroad are made in partnership with either Mondial Relay, Colissimo, or DHL for express deliveries. Every package is tracked and must be signed upon delivery. Soeur does not deliver PO boxes.
In case of absence, a notice should be left in the recipient's mailbox. The customer has 15 days to pick it up at the Post office.
At any moment, you can track your order on La Poste website: https://www.laposte.fr/outils/track-a-parcel.
Note: Regarding deliveries outside the European Union, additional custom fees and taxes may be applied and remain at the customer's expense.
Brexit has led to the set up of new custom rules between the United Kingdom and the European Community. Those rules were disclosed after the 24th December, 2020 Brexit Agreement and are still being refined almost daily.
When you place an order for the UK, you may be charged with custom fees and taxes that the transporter will ask you to pay during delivery. We won't be able to refund you these fees.
Track my parcel
When your order will leave our warehouse, you'll receive an email confirming the expedition, your tracking number and the La Poste link to follow your order.
You'll just have to enter your tracking number on the “Track my order” page of our partner and see when the delivery is programmed: https://www.laposte.fr/outils/track-a-parcel.
Your tracking number will also be directly available on your “My orders” Soeur account page.
My parcel seems to be lost
If while tracking your parcel, there is something wrong with the follow up, and it looks like it's lost or blocked, please contact our Customer Service team at firstname.lastname@example.org, we're here to help!
Please do not forget to mention your order number, as well as your tracking number when contacting us.
My order was returned to sender
Return to sender parcels are often returned because of a mistake made in the delivery address while ordering, or a failed delivery attempt; or a parcel that wasn't picked up at the Post Office and exceeded the 15 days delay rule.
In any case, when our warehouse receives a return to sender parcel, our Customer Service contacts the customer.
In any case, if you wish for a new expedition, we invite you to contact our team at email@example.com in order to determine if it is possible or not.
From now on, you may reserve items freely directly from our website in any Soeur store, with no obligation to purchase. This service is offered on each product page, you will be asked to choose the store where you want to make the reservation, as well as some personal information :
- Your first and last name,
- Your email and phone number.
Within two working hours, you will receive an email from the store confirming, or not, the availability of the requested item (this time limit may be slightly extended during Soeur commercial operations).
Upon reception of this confirmation email, the item will be set aside for you for 48 hours, after this time limit, the item will automatically be put back in stock and the reservation canceled.
This service will be deactivated during official sales periods. Return conditions remain the same as those which apply in our stores.
Is my order confirmed?
Your order is confirmed and validated as soon as you receive the confirmation email and it appears on your order history online.
In the confirmation email, you'll find your order number, as well as the summary of your purchases.
If you did not receive the confirmation email, you can contact our team at firstname.lastname@example.org.
Modification or cancellation requests
You can add or remove any items from your basket as long as you did not confirm and pay for your order.
For logistic reasons, once you've placed and completed the order, any modification or cancellation is no longer possible.
Follow up on my order
You can track your order at any time by logging in to your Soeur account.
Your order status is updated automatically for each step: confirmed - preparing - shipped.
When your order status switches from “preparing” to “shipped”, you'll receive a confirmation email with a tracking number, which will allow you to follow the routing of your parcel on La Poste website: https://www.laposte.fr/outils/track-a-parcel.
My size is no longer available
If your size is no longer available on our website, in some cases you can subscribe to our “Back in stock” alerts in order to receive a notification once the item is again available.
For items that do not offer this option, we invite you to directly contact our Customer Service at email@example.com.
Create an account
In order to create a Soeur account, you just have to go on www.soeur.fr and click on the “My Account” icon on the upper right side of the page.
You'll be asked to create an account by entering your email address, as well as a password.
Follow the next steps by filling in the requested information.
If you have forgotten your password, you can click on the “My account” icon on the upper right side of our homepage.
When asked to log in, simply click on the “Forgot your password?” link.
You'll have to enter your email address and an email with a resetting link will be sent to the entered email address.
To subscribe to our newsletter and receive our updates, you can either go on www.soeur.fr, on the lower right side and enter your email address in the “Subscribe to our Newsletter” box.
Or, you can log in to your account and access directly your “Newsletter” settings.
If you do not wish to receive our newsletter anymore, you just have to click on the “unsubscribe” link present at the bottom of each newsletter.
You can also log in to your account and access directly your « Newsletter » settings.
The unsubscription does not apply to any stock availability alerts that you've set.
For any information regarding your personal data, we invite you to click here or to go to our “General Terms & Conditions” category, and check paragraph 10. Personal Data.
You can also find our general terms and conditions column present at the bottom of any page on the website.
Your account allows you to manage directly several settings, such as: your personal information (name, surname, email address etc.), your addresses (billing and shipping) and your subscription to the Soeur newsletter.
You can also access your order history, see your invoices, as well as download them if needed.
Your account settings can be modified at any time.
Delete my account
If you wish to delete your Soeur account, you may contact us at the address
firstname.lastname@example.org and ask our Customer Service for assistance. A confirmation email will be sent by our team once the account is deleted. Please note that you won't be able to recover any information on the account once it's deleted.
You can pay for your order via Credit/Debit card (Visa, Mastercard or American Express) or Paypal.
For information, our website doesn't allow bank transfer or credit notes.
My payment was rejected
If your payment wasn't successful, please try completing your order with another payment method or contact your bank directly.
If this doesn't work, and you still cannot complete your order, you can contact our team at email@example.com.
Is the website secure?
Payments you make on our website are completely secure.
Your personal information are encrypted and not in our possession.
Transactions on our website are handled by a secure payment platform. Our partner Ingenico Group guarantees that your details are treated confidentially.
How can I access my invoice?
In order to access your invoice, you can log in to your account on our website and go to your “Orders”.
You will find your order history by clicking on “Details”. You can download your invoice on the following page.
Your invoice is also sent with the confirmation order email, and as included in your parcel.
When will I be charged?
Your bank account will be debited as soon as the order is validated.
Knowing that there is always a chance of a small delay with banks, payment validation can take up to a couple of days.
Do you offer tax deduction?
Our website doesn't allow tax deduction on purchases.
Tax deduction is only offered in our stores, for store purchases only.
Conception of our collections
Our collections are designed in our Parisian head office.
Our garments are then manufactured by suppliers and artisans whom we trust.
The “Made in” is specified for each product on care labels inside each piece and also indicated on each product page online.
If you have any question regarding this matter, we invite you to contact us at firstname.lastname@example.org.
In order to help you with the care of your SOEUR garments, we invite you to click here or visit directly our online “Care Instructions” page.
Quality issue with an item
If you are having a quality issue with one of our items, we ask you to send us the following elements by email at email@example.com :
- your order number – if it's an online purchase,
- a receipt from the store or the name of the store where the purchase was made and date so we can find the purchase in our database,
- the item reference (indicated on the care label inside your garment),
- a brief description of the problem encountered as well as illustrating pictures.
Our quality department team will then be able to conduct a photographic expertise on your item and get back to you as quickly as possible.
If you are hesitant between sizes, our size guide is available here to help you make a choice.
There is a colour difference between the product received and the product ordered online
Each screen has a different calibration, so indeed, there might be a slight colour difference between your screen and the actual product.
If you are having any doubts regarding a specific item, do not hesitate to contact our Customer Service at firstname.lastname@example.org.
Our points of sale
You can find our points of sale's list here.
You may also check our “Boutiques” category on our website.
How to find our Archives collection
Our previous collections are available a year later at our Archives store, located 41 rue de Bourgogne, in Paris, 7th arrondissement.
Please know that our previous collections won't all be available. The store carries only the previous year's designs. If you are looking for a specific design, we recommend that you contact the store first, in order to know the product's availability.