Customer Service

 

Our customer service is available 

from Monday to Friday from 10.00am to 06.00pm

at serviceclient@soeur.fr

and by direct message on Instagram

For any request concerning delivery outside the European Union,

please use this link: https://service.global-e.com/kb-tag/delivery-shipping


 

 

FREQUENTLY ASKED QUESTIONS

HOW TO FOLLOW THE STATUS OF MY ORDER ?

For European Union orders:

You can follow the status of your order in your personal space in the My account section at any time.
If you checked out as a guest, you can enter your email address and order number here.
When your order is in "shipped" status, you will receive a confirmation email with the tracking number of your package, which will allow you to follow the progress of your package on the Post Office website.

For orders outside the European Union:

Upon the shipment of your order, you will receive a confirmation email from our services, including your DHL tracking number.
You can also track your package by entering your order number and email address here.

HOW TO RETURN FROM FRANCE ?

Returns are free for all orders returning from France. 
All online orders may be returned within 14 days of receipt.
You can return your item in two different ways: either using the Colissimo prepaid label that we offer you, or in store.

Archives sale:
- Returns can only be made by post; no in-store returns will be accepted for Archives sale orders. 

- Exchanges are not offered for items from the Archives sale.

 

COLISSIMO RETURN - This return method is free:

All online orders may be returned within 14 days of receipt. If the return period is exceeded, it will not be possible to generate the Colissimo prepaid label anymore (except for orders placed before Holidays).

Please follow these two steps to make a return:

- Go directly to My order or My account. You will find your order history, and the option to "Make a return" will be offered. Select the items you would like to return, and the return reason. Validate your return and the Colissimo prepaid label will be automatically generated, you will only have to download it. Stick the Colissimo prepaid label on your package.

- 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 sale. Exchanges can only be made on the same item in a different size. If you do not specify a size, your items will be automatically refunded.

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

 

RETURN IN STORE - This return method is free:

You can go to any of our stores in France (excluding department stores - this service is not offered at Le Bon Marché, Printemps, BHV, 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.

Find your nearest Soeur store here.

HOW TO RETURN FROM ABROAD ?

FOR EU COUNTRIES*:

 

You can download your return slip by entering your order number and e-mail address here: https://www.soeur.fr/pages/demander-un-retour. Tick the items you wish to return and the reason for the return. Confirm your entry and the returns label will be generated automatically. The €5 cost of the label will be automatically deducted from the cost of your return. Print the returns label and stick it on your parcel. We invite you to go directly to the Colissimo website to find the nearest drop-off point.*Except Bulgaria

 

 

RETURN IN STORE - This return method is free - Only available for Belgium and Spain orders :

This return method is free.

You can go to any of our stores in Belgium and in Spain (excluding department stores - this service is not offered at Corté Inglès) 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 item, and a new purchase in store..

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

Find your nearest Soeur store here.

RETURNS FROM ABROAD (OUTSIDE EU):


For all orders placed before February 9, 2024:


If you reside outside the European Union (or in Bulgaria), return costs are at your expense.

Your items are to be sent by post to our warehouse only, at the following address:

LOGTEX
Soeur Returns Service
ZI Artoipole 2 Allée de Belgique
62128 WANCOURT
FRANCE

Attention, for returns outside the EU, please make sure to specify on the customs form that it is a "return" so as to obtain a return with "freight duties and taxes" (without additional charges). Also, include the original invoices in the return package, specifying which items are being returned. Soeur will not cover any potential customs fees.


For all orders placed from February 9, 2024 onwards:


Go directly to My order or to your Account area. You will find your order history, and the option to "Make a return" will be available. Check the items to return, as well as the reason for the return. Confirm the input, and the return label will be automatically generated. You can download a paid return label at a negotiated price, the amount of which will be deducted from your refund. The amounts are indicated below:



Country 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 currency
Other destinations Amount indicated at the time of your return


Exchanges outside the European Union are not allowed.