Returns & Exchanges

HOW TO RETURN ?

For FRANCE :

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

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

EXTENDED RETURN TIMES BEFORE CHRISTMAS :

All purchases made between November 22 and December 24 inclusive on our website can be returned for exchange or refund until January 8, 2023.

ARCHIVAL SALES:

Returns are free of charge only in relay points. Log in to your account, print and attach the return label to the package.

Returns from archival sales cannot be accepted in store.
Only refunds are offered for Archives sales purchases.

COLISSIMO RETURN - This return method is offered:

Go directly to "My Order" or "My Account" at the top right of 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 Colissimo website 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 (except for the period of purchase before Christmas).

EXTENDED RETURN PERIOD BEFORE CHRISTMAS :

All purchases made between November 22nd and December 24th included on our website can be returned for exchange or refund until January 8th 2023.

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. Please note that exchanges are not offered for items from the Archives sales.
Exchanges can only be made on the same items in different sizes. If you do not specify a size, your items will be automatically refunded.

RETURN TO THE SHOP - This return method 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 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 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 returns 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. Please note that exchanges are not available for items from the Archives sales.
Exchanges can only be made on the same items in different sizes. If you do not specify a 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 being 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 offered via Colissimo and 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.

Refund times may be extended during sales periods and sales Archives.

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

THE ITEM 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 team, 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.