•  COLISSIMO RETURNS

Returns are complimentary for all orders placed for delivery to France.

You have a return window of 14 days from receipt of your order to return it. If the return window has passed, you will not be able to generate the prepaid Colissimo return label (except during the pre-Christmas purchasing period).

Your postal return is completed in two steps:

- Go directly to My order or to your My account area. You will find your order history, and the "Make a return" option will be available to you.

If you wish to return an item from one of the countries listed below, you must arrange the return at your own expense.
Greece, Latvia, Denmark, Sweden, Czech Republic, Poland, Chypre

You have 14 days from the date of receipt of your order to make the return. Your items must be returned by post only to:

LOGTEX
Service retours SOEUR
ZI Artoipole
2 Allée de Belgique
62128 WANCOURT
FRANCE

- Tick the items you wish to return, along with the reason for the return. Choose the exchange or refund option. Confirm your submission and the return label will be generated automatically. Print the prepaid return label and affix it to your parcel.

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

Returns for Archive Sales are by post only; no in-store returns or exchanges will be accepted for Archive Sale orders. 

 

•  IN-STORE RETURN

 

This return method is free of charge.

You can return your order to any of our Soeur stores in France (excluding department stores - this service is not available at Le Bon Marché, Printemps, BHV, or Galeries Lafayette).

To make an in-store return, you will need to present the original invoice for your order, either in paper or digital format, and return unworn items to our sales team, who will determine whether the return is accepted.

Items whose label has been removed and which are in poor condition cannot be returned.

A receipt will be given to you by the store and the refund for your item or items will be processed by our customer service team via the same payment method originally used.

An exchange request will result in an online refund for the returned item, and a new in-store sale.

This return method is not available for returns of orders placed from abroad and will not be available during the sale period.

Find your nearest store by clicking here.

• COLISSIMO RETURN 

 

This return method is not free of charge.

You have a return window of 14 days from receipt of your order to return it.


- Generate your return label directly by entering your order number and email address here: https://www.soeur.fr/pages/demander-un-retour.

Please note that this return method is not free of charge. A fee of €5 will be deducted directly from your refund.

Please note that if you wish to return an item from one of the countries listed below, you must arrange the return at your own expense.
Greece, Latvia, Denmark, Sweden, Czech Republic, Poland, Chypre, Bulgaria, Romania

- Tick the items you wish to return, along with the reason for the return. Tick the items you wish to return, along with the reason for the return. Choose the exchange or refund option. Confirm your submission and the return label will be generated automatically. Print the prepaid return label and affix it to your parcel.

Print the prepaid return label and affix it to your parcel.

• IN-STORE RETURN

This return method is free of charge for Belgium and Spain.

You have the option of returning your order to any of our Soeur stores in Belgium and Spain for orders placed
in the respective countries (this service is not available at El Corte Ingles)

To make an in-store return, you will need to present the original invoice for your order, either in paper or digital format, and return unworn items to our sales team, who will determine whether the return is accepted.

Items whose label has been removed and which are in poor condition cannot be returned.

A receipt will be given to you by the store and the refund for your item or items will be processed by our customer service team via
the same payment method originally used.

An exchange request will result in an online refund for the returned item, and a new in-store sale.

This return method will not be available during the sale period.

Go directly to Make a return or to your My account area. You will find your order history, and the "Make a return" option will be available to you. Tick the items you wish to return, along with the reason for the return.
Confirm your submission and the return label will be generated automatically. You will be able to download a paid return label at a negotiated rate, the amount of which will be deducted from your refund. The amounts are indicated below:

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

RETURN WINDOW

You have 14 days to let us know whether you are keeping your item, and a further 14 days from the date on which you informed us to arrange the return using your prepaid label.

REFUND PROCESSING TIME

You will receive an automatic email informing you that the refund has been processed. Please allow 10 working days after receipt of your return for us to process your request.

You will receive an automatic email to notify you once the refund has been processed. Please allow approximately 10 working days from receipt of your return for our team to process your request.

For in-store returns, the refund will be processed within 48 to 72 hours, outside of promotional periods.

We invite you to contact our customer service team at the following address: serviceclient@soeur.fr.
Please remember to attach photographs of your defective item to your message, as this will help us offer you the best possible solution.
If the defect* is confirmed by our teams, a prepaid return label will be sent to you.
We will proceed with an exchange or a refund (if the item you originally ordered is no longer available) upon receipt of the item.

*You have two years from the date of delivery of the item to bring a claim in the event of a lack of conformity. The item must be returned in its original condition, unworn and with its label attached. A lack of conformity occurs when the item you received does not match the description at the time of purchase.

The warranty on our items is one year.

Delivery costs are the responsibility of the customer and depend on the destination country. They will be communicated to the customer upon order confirmation.
Delivery to mainland France and Belgium to a collection point is complimentary.

Below is our rate schedule, which is subject to change:

FRANCE

Country and delivery method	Estimated transit times*	Rates
France Colissimo home delivery (complimentary from €250)	48h to 72h	5€
Mondial Relay	D+3 to 5 working days before 6:00 pm	Complimentary
France I Chrono Relais Express collection point*	D+1 working day before 1:00 pm	Complimentary
France I Chronopost Express home delivery*	D+1 working day before 6:00 pm	8€
France - Corsica I Chronopost Express home delivery*	D+1 before 6:00 pm	28€

*Not available during the Olympic Games period (15/07 to 15/09)

EUROPEAN UNION

Country and delivery method	Estimated transit times*	Rates
Belgium I Colissimo home delivery	48h to 72h	Complimentary
Belgium I DHL Express home delivery	24h to 48h	€15
European Union excluding Belgium I Colissimo home delivery (complimentary from €250)	48h to 72h	€5
European Union excluding Belgium I DHL Express home delivery	24h to 48h	€15

OUTSIDE THE EUROPEAN UNION

Country and delivery method	Estimated transit times*	Rates
Switzerland I Standard home delivery (complimentary from 250 CHF)	48h to 72h	5 CHF
Switzerland I Express home delivery	24h to 48h	15 CHF
United Kingdom I Standard home delivery (complimentary from £250)	48h to 72h	£5
United Kingdom I Express home delivery	24h to 48h	£10
United States | DHL Express home delivery (complimentary from $300 USD)	48h to 72h	$15 USD
Canada | DHL Express home delivery (complimentary from $515 CAD)	48h to 72h	$30 CAD
Australia | DHL Express home delivery (complimentary from $580 AUD)	6–8 days	$34 AUD
Overseas territories (complimentary from €350)	6–8 days	€20 in local currency
Other destinations | DHL Express home delivery (complimentary from €350)	6–8 days	€20 in local currency

To simplify the process, import taxes and customs duties are automatically calculated and included in the final price of your order, including local taxes for overseas territories.
Soeur will handle the payment of these customs charges with the relevant authorities.
In the event of a product return, the full amount paid for that product by the customer, including any customs duties and taxes, will be refunded.
For orders to the United States and Canada, local taxes ("sales tax") apply in certain delivery states. These taxes are added to the final price and are calculated according to the delivery address you provide.

For orders within the European Union:

When your order is dispatched, you will receive a confirmation email from our team containing your tracking number and a link to the La Poste website.
Simply enter your tracking number in the "track my parcel" section on their website to see the progress of your delivery.
Your tracking number will also be available directly in the "Orders" section of your account.

For orders outside the European Union:

When your order is dispatched, you will receive a confirmation email from our team containing your tracking number and a link to the DHL website.
You can also track your parcel by entering your order number and email address here.

For orders destined for the European Union:

If, when tracking your parcel on the La Poste website, you notice an anomaly in the delivery of your parcel and believe it may be lost or stuck — which can unfortunately happen — we invite you to get in touch with our team at serviceclient@soeur.fr.
Please have your order number and tracking number to hand.

For orders outside the European Union:

If, when tracking your parcel on the DHL website, you notice an anomaly in the delivery of your parcel and believe it may be lost or stuck — which can unfortunately happen — we invite you to get in touch with our team via the contact form.
Please have your order number and tracking number to hand.

Parcels returned to sender are most often the result of an incorrect delivery address, repeated failed delivery attempts, or a parcel left at a post office that has exceeded the 15-day holding period.
In all cases, when our warehouse receives a return to sender, our team will get in touch with the customer.
We nonetheless invite you to contact our team at serviceclient@soeur.fr to determine whether a new dispatch is possible, should you wish.

You can now reserve items free of charge at our Soeur stores, with no obligation to purchase, directly from our website. This service is available on each product page; you will be asked to choose the store in which you wish to make the reservation, as well as a few personal details:
- Your first and last name,
- Your email address and phone number.
Within two working hours you will receive an email from the boutique confirming, or otherwise, the availability of the requested piece (this timeframe may be slightly extended during Soeur sale periods).

From the moment you receive this confirmation email, the piece will be set aside for you for 48 hours; after this time, the piece will automatically be returned to stock and the reservation cancelled.

This service will be deactivated during official sale periods.

Please note that a reservation made during a promotional period (private sale), with a special price, will only be valid if the item is collected within the dates of that same promotional period. If the item is collected after the end date of the sale, the in-store price will be the full price before discount.

The return conditions remain the same as those that apply in our stores.

You can track the status of your order at any time in your My account area, under the "Orders" section.
When your order moves to "dispatched" status, you will receive a confirmation email with your parcel tracking number, allowing you to track the progress of your parcel on the La Poste website.

You can add or remove items from your basket as long as your order has not been confirmed.
Once your order has been placed, changes or cancellations are no longer possible.

You can track the status of your order at any time in your My account area, under the "Orders" section.
When your order moves to "dispatched" status, you will receive a confirmation email with your parcel tracking number, allowing you to track the progress of your parcel on the La Poste website.

If your size is no longer available on our website, you can, for certain items, sign up for an alert to receive an email when the piece is back in stock. For items that do not offer the option to sign up for an alert, we invite you to contact us at serviceclient@soeur.fr.

To create a Soeur account, simply visit the homepage of our website www.soeur.fr and click on the "Account" icon in the top right-hand corner.
You will be invited to create an account by entering your email address and a password.
You will then simply need to fill in the requested details.

Your account allows you to manage certain settings such as: your personal information (surname, 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 order, and download your invoices. Your account settings can be updated at any time.

To reset your password, you can visit the homepage of our website www.soeur.fr and click on the "Account" icon in the top right-hand corner.
When logging in, click on the Forgotten password link.
You will then be prompted to enter your email address, and a link to create a new password will be sent to you.

To subscribe to our Newsletter and stay up to date with our news, you can go to the homepage of our website www.soeur.fr, scroll to the bottom right and enter your email in the Subscribe to the Newsletter field, or you can log in and access the "Newsletter" section directly from your account to subscribe. You can also subscribe when creating your account by ticking the relevant box.

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 unsubscribing from the newsletter does not apply to stock availability alerts you may have separately signed up for.

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

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

We offer instalment payments with Alma in 3 interest-free instalments for any order over €200 in France, as well as payment in 4 interest-free instalments for any order over €300 in France. We also offer deferred payment at D+15.

Please note that our website does not accept payment by bank transfer or store credit.

If your payment has been declined, we invite you to try placing your order again with a different payment method, or to contact your bank directly.
If the problem persists, you can contact our team at serviceclient@soeur.fr and we will do our best to assist you.

Your payment is fully secure.
Your banking details are encrypted and are not held by us.
It is our banking partner, Ingenico Group, that ensures the confidentiality of your information.

To view your invoices, you can log in to your account on our website www.soeur.fr and go to the "Orders" section. Your order history will then appear; click on "details" to download the invoice on the following page, where a downloadable invoice is attached to each order.
Your invoice is also sent as an attachment to your order confirmation email, and will automatically be included in your parcel.

Your bank account will be debited upon validation of your order. Please note that banks always apply a processing delay, so payment validation can sometimes take one day from the moment the order is confirmed.

Tax-free shopping is not available on our website.
Tax-free shopping is offered exclusively in our stores, for purchases made in store.

You have the option to make your payment with Alma:

• in 3 interest-free instalments, for any order over €200 in France
• in 4 interest-free instalments, for any order over €300 in France

The basket must be between €200 and €2,000 to be eligible for payment in 3 instalments.

The basket must be between €300 and €2,000 to be eligible for
payment in 4 instalments.

Accepted cards are those issued in France of the Visa, Mastercard and American Express type.

Prepaid, virtual and systematic authorisation cards
cannot be accepted.

The bank card must have a minimum validity date of more than 3 or 4 months to
ensure payments are processed.

At the payment method step, you must select Alma.

On the day of the order, 1/3 or 1/4 of the total amount including VAT (delivery charges included) is charged.

30 days after the order, 1/3 or 1/4 of the total amount including VAT (delivery charges included) is charged.

60 days after the order, the last or penultimate instalment, being 1/3 or 1/4 of the total amount including VAT (delivery
charges included) is charged.

90 days after the order, the final instalment (if you opted for payment in 4 instalments), being 1/4 of the total amount including VAT (delivery charges included) is charged.

As with a standard return, you have 15 days from receipt of your order to return part or all of your
order.

If I return my entire order:

You will receive a refund for the 1st instalment only, and the remaining instalments will be cancelled and therefore will not be charged.

If I return my order partially:

In this case, the Alma buy-now-pay-later platform will reduce the remaining payments due by the refund amount and, where applicable, reimburse any amounts already charged.

Alma systematically carries out a 3D Secure verification to confirm that you are the holder of the card being used.

Your bank will then send you a confirmation SMS or a push notification in
your banking app, to confirm that you are the initiator of this transaction and that it is not fraudulent.

If you are not in France and wish to use an instalment payment or deferred payment service, please consult the conditions below:

FRANCE

Country	Payment in 3 or 4 instalments	Deferred payment	Find out more
Canada	Min: $35 CAD / Max: $1,500 CAD	Not available	https://www.klarna.com/ca/legal/
USA	Min: $35 / Max: $1,000	Not available	https://www.klarna.com/us/legal/
Belgium	Not available	Min: €1	https://www.klarna.com/fr-be/conditions-generales/
Austria	Not available	Min: €0.10	https://www.klarna.com/at/agb/
Denmark	Not available	Min: €1 DKK	https://www.klarna.com/dk/vilkar/
Finland	Not available	Min: €1	https://www.klarna.com/fi/ehdot/
Germany	Not available	Min: €0.10	https://www.klarna.com/de/agb/
Greece	Not available	Not available	https://www.klarna.com/gr/oroi-kai-proypotheseis/
Ireland	Not available	Not available	https://www.klarna.com/ie/terms-and-conditions/
Italie	Min: €35 / Max: €1,500	Not available	https://www.klarna.com/it/legal/
Norway	Not available	Min: 1 NOK	https://www.klarna.com/no/vilkar/
Poland	Not available	Not available	https://www.klarna.com/pl/zasady-i-warunki/
Portugal	Not available	Not available	https://www.klarna.com/pt/termos-e-condicoes/
Netherlands	Not available	Min: €1	https://www.klarna.com/nl/voorwaarden/
Spain	Min: €35 / Max: €1,500	Not available	https://www.klarna.com/es/legal/
Sweden	Not available	Min: 1 SEK	https://www.klarna.com/se/villkor/
Switzerland	Not available	Not available	https://www.klarna.com/ch/agb/
United Kingdom	Min: £35 / Max: £1,000	Min: £1	https://www.klarna.com/uk/terms-and-conditions/
Australia	Min: $35 AUD	Not available	https://www.klarna.com/au/legal/
New Zealand	Not available	Not available	https://www.klarna.com/nz/legal/

Our designs are conceived and drawn in our Parisian studio in the 1st arrondissement.
They are then crafted by trusted manufacturers — some of whom have been partners since the very beginning of the Maison SOEUR — all around the world.
We specify the country of manufacture for each of our designs; you will find this information on our composition labels, located inside each piece.
If you have any further questions on this subject, we invite you to contact us at serviceclient@soeur.fr.

To help you care for your SOEUR pieces, we invite you to visit our "Care advice" section directly.

If you encounter a quality issue with one of our styles, we invite you to send the following information by email to serviceclient@soeur.fr:

• your order number — if this is an online purchase,
• the name of the store where the purchase was made, along with the date of purchase — if this is an in-store purchase,
• the reference of your style (indicated on the fabric label sewn into the lining of your item),
• a brief description of the issue encountered, along with photographs illustrating it.

Our Quality team will then be able to carry out a photographic assessment of your item and offer you a tailored solution.

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

Every computer screen has a different calibration, so there may indeed be a colour difference. If you are unsure about the colour of a product, please do not hesitate to contact our customer service team.

Please find the list of our stockists here.
You can also visit the "Stores" section.

FIND OUR COLLECTION ARCHIVES

Our previous collections are available one year later in our archive stores:

• 41 rue de Bourgogne, 75007, Paris
• The Village Outlet, Parc du Couvent, 3090, Villefontaine

Please note that not all previous collections are available at the same time — the stores present our styles each season with a one-year offset compared to our other points of sale, subject to available stock.