1. OUR RETURNS POLICY
If you are a customer in the UK, you have 14 calendar days to cancel your order because you have changed your mind. This two week cancellation period starts from the day you have received all of the items in your order. Fill out our returns form here.
If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.
2. FAULTY GOODS
Please return your item(s) to us within 30 days after finding the fault, and remember to get in touch before returning. You can do this by filling out the form here , and a member of our team will look into it.
Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.
3. CANCELLING AN ORDER
If you’re a customer in the UK, you get 14 days to cancel your order with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form or do one of the following:
Email us: firstname.lastname@example.org
Write to us via post: Since we are a new company with no PO Box address as of yet, the returns address needs to be requested via email@example.com or by filling out the returns form here.
If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to the address provided on receipt of your returns or cancellation request. You'll then receive a full refund as per the policy set out here.
For hygiene reasons, pierced jewellery is non refundable.
Please ensure that lingerie and swimwear items are tried on over your own underwear. In the interest of hygiene, please do not remove the seal. If this is the case then we can reasonably decline your refund.
4. HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?
Soeurs Mode returns are subject to a delivery fee which can be refunded by Soeurs Mode upon receipt of a valid receipt from the courier and will only be eligible for a maximum amount of £2.00 (UK customers only - see terms & conditions for more information). We aim to process refunds within 14 days after receiving the returned item.
5. SOEURS MODE EBAY RETURNS - HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?
If you purchased from our Soeurs Mode outlet eBay store, returns are subject to an initial delivery fee which can be refunded by Soeurs Mode upon receipt of a valid receipt from the courier and will only be eligible for a maximum refund amount of £2.00 (see terms & conditions for more information). Soeurs Mode items listed on the website & on eBay do not sell to customers outside of the UK.
7. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
It can usually take up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our address and processed.
On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund your credit/debit card or PayPal account. The funds should appear in your PayPal account or on your bank statement within 3-5 working days (this timescale depends on your card issuer).
We’ll make sure to keep you updated and send you an email as soon as your parcel arrives back at Soeurs Mode, and again when we have processed your refund.
8. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?
We don’t offer exchanges but you can return your item to us for a refund, and then place a new order to get the item of your choice.