Refund policy
Returns & Exchanges
Your satisfaction is important to us. As our fragrances are personal and hygiene-sensitive products, we are unable to accept returns or exchanges for change of mind, fragrance preference, or any items that have been opened or used.
If your order arrives damaged, faulty, or you receive an incorrect item, please contact us within 7 days of delivery so we can assist you.
Eligible Claims
To help us resolve your claim as quickly as possible, please include:
- Your order number
- Clear photographs of the product and its packaging
- A brief description of the issue
Please note that returns sent without prior authorisation may not be accepted.
Resolution Options
Once your claim has been reviewed and approved, we will determine the most appropriate resolution, which may include:
- A replacement product
- Store credit
- A refund, where applicable
Refunds
Approved refunds will be processed to your original payment method. Please allow 5–10 business days for the funds to appear, depending on your financial institution.
Exchanges
Where stock is available, exchanges may be offered at our discretion.
Return Shipping
Return shipping costs are the responsibility of the customer unless the item received was incorrect, damaged, or faulty.
Important Information
Claims lodged more than 7 days after delivery may not be eligible.
To start a return, you can contact us at info@soeursfragrances.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@soeursfragrances.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@soeursfragrances.com.