returns and refunds

How do I return my order from France?

  • COLISSMO RETURNS

Returns are free for all orders placed at destination of France.

You have a return period of 14 days after receipt of your order to return it. If the return deadline has passed, you will not be possible to generate the prepaid Colissimo return label (outside the period purchase before Christmas).

Your return by post is carried out in two stages:

- Go directly to My order or in your My account space. You will find your order history, and the option to “Perform a return” will be offered to you. Check the items to be returned, as well as the reason for return. Validate the entry and the prepaid return label will be automatically generated. Print the prepaid return label and stick it on your package.

- Indicate on the return slip if you want an exchange or a refund. In the case of an exchange, we invite you to clearly specify the size you want to get.

Exchanges are only made on the same items, of different sizes. If not specified, your items will be automatically refunded.

We invite you to go directly to the website of Colissimo to find the drop-off point closest to you.

Sale returns Archives returns can only be made by post; no returns or exchanges store will be accepted.

  • RETURN TO SHOP

This return method is free.

You can return your order in all our Soeur stores by France (excluding department stores - this service is not offered at Le Bon Marché, Printemps, at BHV, at Galeries Lafayette) .

To make a return in store, you will need to present the invoice of origin of your order, either in paper format or in digital format, and return unworn items to our sales teams who will validate or not the return.

Items whose label has been detached and which are in poor condition cannot be not subject to return.

An acknowledgment of receipt will be given to you by the store and the reimbursement of your item(s) will be made by our customer service via the same payment method originally used.

An exchange request will result in a refund web of the patch, and a new sale in store .

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

Find the store closest to you by clicking here

How do I return my order from a European Union country?

  • COLISSIMO RETURN

You have a return period of 14 days after receipt of your order to return it.


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

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

If you wish to return an item from one of the countries below, you must return the items by your own means.
Greece, Latvia, Denmark, Sweden, Czech Republic, Poland

-Indicate on the return slip if you want an exchange or a refund. In the case of an exchange, we invite you to clearly specify the size you want to get. Please note, exchanges are not offered for items from Archives sale.

Exchanges are only made on the same items, of different sizes. If not specified, your items will be automatically refunded.

 

  • RETURN TO SHOP

This return method is free for Belgium and Spain.

You have the possibility to return your order in all our Soeur stores located in Belgium and Spain for orders placed
in the respective countries ( this service is not offered at El Corte Ingles)

To make a return in store, you will need to present the invoice of origin of your order, either in paper format or in digital format, and
return unworn items to our sales teams who will validate or not the return.

Items whose label has been detached and which are in poor condition cannot be not subject to return.

An acknowledgment of receipt will be given to you by the store and the reimbursement of your part(s) will be made by our customer service via the same payment method originally used.

An exchange request will result in a refund web of the patch, and a new sale in store .

This return method will not be available during sale.

How do I return my order from a country outside the European Union?

Go directly on Make a return or in your My account space. You will find your order history, and the option “Make a return” will be given to you.
proposed. Check the items to be returned, as well as the reason for the return. Validate the entry and the return label will be automatically generated. You will be able to download a return label at a negotiated price, the amount of which will be deducted from the amount of your refund. The amounts are shown below:

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

When will I receive my refund ?

You will receive an automatic email to notify you when the refund has been made. Allow approximately 10 working days upon receipt of your return for our service to process your request.

For store returns, reimbursement will be made within 48 hours to 72 hours, outside of commercial periods.

I did not receive the correct item, or does it have a defect?

We invite you to contact our customer service at the following address: serviceclient@soeur.fr. Don't forget to attach photos of your defective item to your message, this will help us offer you the best possible solution. If the defect* is noted by our teams, a prepaid return slip will be sent to you. We will issue an exchange or refund (if the product you initially ordered is no longer available) upon receipt of the item.

*You have two years from delivery of the property to take action in the event of a lack of conformity. The item must be returned in its original condition, unworn and accompanied by its label. A lack of conformity product when the item you received does not match the description when purchased

The warranty on our items is one year.

delivery and order tracking

How much are the delivery costs?

Shipping costs are the responsibility of the user and depend on the country of delivery. They will be specified to the customer when confirming the order. Delivery in mainland France and Belgium to a collection point is free.

Here is our price list, subject to change:

FRANCE

Country and Delivery Method Estimated Delivery Time* Rates 
France I Chrono Relais Express pickup point D+1 before 1:00 PM 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

EUROPEAN UNION

Country and Delivery Method Estimated Delivery Time* Rates 
Belgium I Colissimo at home 48h à 72h Free
Belgium I DHL Express at home 24h à 48h 15€
European Union excluding Belgium I Colissimo at home (free from 250€) 48h à 72h 5€
European Union excluding Belgium I DHL Express at home 24h à 48h 15€

OUTSIDE THE EUROPEAN UNION

Country and Delivery Method Estimated Delivery Time* Rates 
Switzerland I Standard at home (free from 250 CHF) 48h à 72h 5 CHF
Switzerland I Express at home 24h à 48h 15 CHF
United States I DHL Express at home (free from $300 USD) 48h à 72h $15 USD
Canada I DHL Express at home (free from $515 CAD) 48h à 72h $30 CAD
Australia I DHL Express at home (free from $580 AUD) 6-8 days $34 AUD
DOM-TOM (free from 350€) 6-8 days 20€ in local currency
Other destinations I DHL Express at home (free from 350€) 6-8 days 20€ in local currency

How much are customs fees and taxes?

To simplify your procedures, import taxes and customs duties are automatically calculated and included in the final price of your order, including local taxes for the French Overseas Territories.
Soeur will be responsible for paying these customs fees to the relevant authorities.
In the event of return of a product, the entire amount paid, including any customs duties and taxes, for this product by the customer is refunded.
For orders in the United States and Canada, local taxes (“sales tax”) are applicable in certain delivery states. These taxes are added to the final price and are calculated according to the delivery address you indicate.

How do I track the delivery of my package?

For orders to the European Union:

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.
All you have to do is enter your tracking number in the “track my package” section on their site and see where the delivery of your package is.
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 shipped, you will receive a confirmation email from our services, containing your tracking number, as well as the DHL website link.
You can also track your package by entering your order number and email address here.

What should I do if my package seems lost or blocked?

For orders to the European Union:

If during your tracking on the La Poste website, you find an anomaly in the delivery of your package and you think that it may be lost or blocked, which can unfortunately happen, we invite you to contact our teams at serviceclient@soeur.fr.
Don't forget to bring your order number and your tracking number.

For orders outside the European Union:

If during your tracking on the DHL website, you find an anomaly in the delivery of your package and you think that it may be lost or blocked, which can unfortunately happen, we invite you to contact our teams via the contact form.
Don't forget to bring your order number and your tracking number.

Why is my package being returned to the sender?

Parcels which are returned to the sender often follow an error in the delivery address, a repeated absence during several delivery attempts, or a parcel waiting at a post office which exceeds the deadline of 15 days of layaway.
In all cases, when our warehouse receives a return to sender, our service contacts the customer.
We nevertheless invite you to contact our teams at serviceclient@soeur.fr to determine whether a new shipment is possible if you wish.

e-reservation

How to reserve items at Soeur points of sale?

You now have the possibility to reserve items free of charge in our Soeur points of sale, without obligation to purchase, directly from our website. This service is offered 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 first and last name,
- Your email and telephone number.
You will receive within two working hours an email from the store confirming, or not, the availability of the requested part (this deadline may be slightly extended during periods of Soeur commercial operations).

From this confirmation email, the part will be put aside for you for 48 hours, after this period, the part will automatically be put back into stock and the reservation cancelled.

This service will be disabled during official sales periods.

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

The return conditions remain the same as those which apply in our points of sale.

my order

Is my order taken into account?

You can monitor the status of your order in your My Account space in the “Orders” section at any time.
When your order is placed in “shipped” status, you will receive a confirmation email with the tracking number of your package, which will then allow you to follow the delivery of your package on the La Poste website.

Is it possible to cancel or modify my order?

You can add or remove items from your cart until your order is validated.
Once your order has been placed, modification or cancellation of your order is no longer possible.

Where can I track the status of my order?

You can track the status of your order in your My Account space in the “Orders” section at any time.
When your order is placed in “shipped” status, you will receive a confirmation email with the tracking number of your package, which will then allow you to follow the delivery of your package on the La Poste website.

How can I be informed of the availability of an item?

If your size is no longer available on our website, you can, for certain items, subscribe to an alert in order to subsequently receive an email when the item is available again. For articles that do not present the possibility of subscribing to the alert, we invite you to contact us at serviceclient@soeur.fr .

my account

How to create a Soeur account?

To create a Soeur account, simply go to the home page of our site www.soeur.fr and click on the “Account” icon at the top right.
You will be asked to create an account by entering your email address, as well as a password.
You will then just need to fill in the requested information.

Your account allows you to manage certain parameters such as: your personal information (last 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 thus download your various invoices. Your account settings can be changed at any time.

Can I reset 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 at the top right.
When logging in, click on the Forgot your password ? link.
You will then be asked to enter your email and a link to create a new password will be sent to you.

How do you subscribe to the newsletter ?

To subscribe to our Newsletter and find out about 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 Subscribe to the Newsletter box or you can log in and directly access the “Newsletter” section from your account and register. Finally, you can also register when creating 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 directly access the “Newsletter” section from your account and change the settings at any time.
Please note, this unsubscription does not apply to stock availability alerts to which you are registered at the same time.

How to delete an account?

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

payment

What are the possible payment methods?

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 payment with Alma in 3 installments free of charge, for any order over €200 in France, as well as payment in 4 installments free of charge, for any order over €300 in France. We also offer deferred payment on D+15.

For information, our site does not allow payments by bank transfer or credit note.

Why is a payment refused?

If your payment has been refused, we invite you to try to reorder with another payment method, or to contact your bank directly.
If, despite this, the problem persists, you can contact our teams at serviceclient@soeur.fr and we will try to help you as best we can.

Is the site secure?

Your payment is secure.
Your banking information is encrypted and is not in our possession.
It is our banking partner, Ingenico Group, which ensures the confidentiality of your information.

How do I access my invoice?

To view your invoices, you can log into 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 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 charged?

Your bank account will be debited upon validation of your order. Knowing that there is always a delay on the part of the banks, payment validation can sometimes take one day, from validation of the order.

Do you offer tax refund?

Our site does not allow you to benefit from tax refunds.
The tax refund is only offered in our stores, for purchases made in store.

3 ou 4 fois sans frais

Qu’est ce que le paiement 3 fois sans frais ?

Vous avez la possibilité d'effectuer votre paiement avec Alma :

  • en 3 fois sans frais, pour toute commande d'un montant supérieur à 200€ en France
  • en 4 fois sans frais, pour toute commande d'un montant supérieur à 300€ en France

Quelles sont les conditions pour en bénéficier ?

Le panier doit être compris entre 200 € et 2000 € pour pouvoir bénéficier du paiement en 3 fois.

Le panier doit être compris entre 300€ et 2000€ pour pouvoir bénéficier du
paiement en 4 fois.

Les cartes acceptées sont les cartes émises en France de type Visa, Mastercard et American Express.

En revanche les cartes prépayées, virtuelles et à autorisation systématique ne
peuvent pas être acceptées.

La carte bancaire doit avoir au minimum une date de validité supérieure à 3 ou 4 mois afin
d'assurer les paiements.

A l'étape moyen de paiement, vous devez sélectionner Alma.

Comment se déroulent les mensualités ?

Le jour de la commande, 1/3 ou 1/4 du montant TTC (frais de port compris) est prélevé.

30 jours après la commande, 1/3 ou 1/4 du montant TTC (frais de port compris) est prélevé.

60 jours après la commande, la dernière ou avant-dernière mensualité, soit 1/3 ou 1/4 du montant TTC (frais de
port compris) est prélevé.

90 jours après la commande, la dernière mensualité (si vous avez opté pour le 4 fois sans frais), soit 1/4 du montant TTC (frais de port compris) est prélevé.

Je souhaite retourner ma commande, comment le remboursement se passe t-il ?

Comme pour un retour classique, vous bénéficiez d'un délai de 15 jours suivant la réception de votre commande pour retourner une partie ou la totalité de votre
commande.

Si je retourne ma commande entièrement :

Vous recevez un remboursement de la 1ère échéance uniquement et les autres échéances seront annulées et donc elles ne seront pas prélevées.

Si je retourne ma commande partiellement :

Dans ce cas, la plateforme de paiement 3 fois sans frais Alma s’occupe d’amputer les paiements encore dus du montant du remboursement, et le cas échéant de rembourser les sommes déjà prélevées.

Le paiement en plusieurs fois avec Alma est-il sécurisé ?

Alma effectue systématiquement une vérification 3D Secure pour confirmer que vous êtes bien le propriétaire de la carte utilisée.

Votre banque vous adresse alors un SMS de confirmation ou une notification push dans
votre application bancaire, afin de confirmer que vous êtes bien à l'initiative de cette opération et qu'elle n'est pas frauduleuse.

Comment faire si je ne suis pas en France et que je souhaite utiliser ce type de service ?

Si vous n'êtes pas en France et que vous souhaitez utiliser un service de paiement en plusieurs fois, ou de paiement en différé, consultez les conditions ci-dessous :

our collections

How are the models imagined?

Our models are imagined and designed in our Parisian style office in the 1st arrondissement.
They are then made by trusted manufacturers, for certain partners since the beginnings 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 .

How to maintain the parts?

To help you maintain your SOEUR parts, we invite you to go directly to our “ Maintenance advice ” section.

What to do in the event of a quality problem?

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 as well as the date of purchase – if it is a store purchase,
  • the reference of your model (indicated on the textile label sewn onto the lining of your model),
  • a short description of the problem encountered as well as photos illustrating it.

Our Quality team will be able to carry out a photographic assessment of your part and provide you with a tailor-made solution.

What is the size guide?

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

How can I check the actual color of a product?

Each computer monitor has a different calibration, so there may indeed be a color difference. If in doubt about the color of a product, do not hesitate to contact our customer service.

our stores

What are the Soeur points of sale?

Please find the list of our points of sale here .
You can also visit the “ Shops ” section.

FIND OUR COLLECTION ARCHIVES

Our old 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, not all old collections are available at the same time, the stores present our models each season with a one-year delay compared to our other points of sale, within the limits of available stocks.