Returns & Exchanges
RETURNS & EXCHANGES
For FRANCE :
We are delighted to announce that returns are now free for all orders placed to France.
We want you to be satisfied with your purchase; we gladly accept returns and exchanges within 14 days of purchase in the following ways :
Via the Mondial Relay Return Form
We ask that your items are returned clean, unworn and have their labels still attached.
MONDIAL RELAY RETURN - This return method is offered:
On your account page, please click on "Make a Return”.
On the return page of the selected order, you will be asked to check the items to return and indicate the reason for the return. Validate the entry and download the automatically generated return form.
We invite you to go directly to the Mondial Relay website here to find the nearest drop-off point.
Finally, please indicate whether you are requesting a refund or an exchange and include this information in your package.
In the case of an exchange, we invite you to specify the size you wish to obtain. If a size is not specified, the items are automatically considered a refund.
IN-STORE RETURNS - This method of return is free:
Please visit any of our boutiques in France and Belgium to make an online order return. This service is not offered at Le Bon Marché, Printemps, BHV and Galeries Lafayette).
An original invoice, in paper or digital format, is needed to initiate the transaction. Our in-store team will decide whether to validate the return.
We'll give you a full refund by the same method you used to pay for your purchase.
The exchange will reflect as a return / refund on your account and a new purchase in-store..
This return method is not available for returns of orders made outside France and Belgium and will not be available during sales.
RETURN BY MAIL:
This method of return remains the responsibility of the customer when using their preferred carrier.
Items must be returned by post to our warehouse :
Service retours Soeur
ZI Artoipole 2 Allée de Belgique
Do not forget to indicate whether this is a return or exchange in your return package.
In the case of an exchange, please include the size you wish to obtain. If a size is not specified, the items are automatically considered a refund.
COUNTRIES OUTSIDE FRANCE:
Please refer to the BY MAIL section.
Note that for returns outside the EU, do not forget to indicate a “return” on the customs form "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.
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.
You will receive an automatic email to notify you when the refund has been made. Please allow 10 working days after receipt of your return for us to process your request.
For store returns, purchases are refunded within 72 hours, except during busy sale periods when refunds may take longer.
Please write to us at: firstname.lastname@example.org.
Do not forget to attach images of the defect as this will help us to propose the best possible solution to you.
At the discretion of our team, a prepaid return form will be sent to you.
We will proceed with an exchange or a refund in case the item is no longer available.
If an item is missing from your order, please write to us at email@example.com.