Policies
Thanks for shopping at Soeur Co.
If you are not entirely satisfied with your purchase, we're here to help.
Returns
You have 14 calendar days to return an item from the date you received it. This means that the items will need to be received by the 14th calendar day.
You will be required to initiate the return within 3 calendar days of receiving it. Claims for any damage must be received within the first 48 hours of delivery. This will be tracked by the confirmation of delivery from the shipping carrier.
Items prohibited from returns:
- Beauty products (ie gloss and oils), juice, tablets, custom items, preorder and headphones.
- There are NO returns/refunds on any item that was purchased while on sale. For items reduced by a discount or automatic markdown, all sales are FINAL.
- Bundled items ie “5 for $25,” or "Buy X & Y and save x%," are prohibited from returns as these are considered sale/clearance items reduced by a discount or automatic markdown.
- Bulk orders.
- Lingerie, swimwear and undergarments.
- Items purchased with Store Credit.
- Custom items and custom orders.
- Items damaged in transit. For more information on filing a claim please visit our FAQ page.
Your item must be in the original packaging and with all original tags.
Returns for any issues not caused by Soeur Beauty, customers are responsible for return fees.
If we issue your return label, the cost of return shipping will be deducted from your refund/store credit.
If you prefer to use your own return method, you will be responsible for paying the shipping costs for returning your item. Tracking numbers are required on returns.
Unable to request a return via the portal? Please email your order number & the reason for your return to Info@SoeurCo.com
Please select a reason from the list below.
Please note: we require you to submit proof of items you believe are not as described and items that are not correct.
Returns approved for claims of defect, quality or not as described will be replaced by a product of the same design, size and color. If a replacement is declined by the customer, a store credit will be issued.
Returns approved for “wrong item received” claims will be replaced by the product on the original order. If a replacement is declined by the customer, a store credit will be issued.
Returns for reasons not caused by Soeur may also be subject to a 30% restocking fee.
Returns can take up to 7 business days to process. Generally, you will receive a store credit within 48 hours of the return being processed.
Credit or refunds cannot be issued on items that are not returned.
All returns must be approved and in rare scenarios such as alleged unauthorized purchases, a police report outlining all details may be required.
Items returned to sender or experiencing a delivery issue:
VA/OH: Items that are returned by the carrier due to an invalid address, no one present to collect, or any other delivery issue not directly caused by Soeur Co- are automatically processed as a return once they are received back.
If you would like it to be sent back out to you after it is received back to Soeur Co, you can reach out to support by email, chat or phone. Additional postage will be required to re-ship.
If a re-ship request is not received within 3 business days of the date it is received by Soeur Co, the item will be restocked. After which, we cannot guarantee it will be available for re-shipment. A store credit will be issued less any restocking fees.
All other fulfillment centers: Items returned by the carrier due to any delivery issue not directly caused by Soeur Co and fulfilled outside of our Virginia Beach, VA & Cleveland, OH centers will automatically be processed as a return once they are received back. A store credit will be issued less any restocking fees.
If you notice any sort of shipment delay or a possible delivery issue please immediately reach out to the carrier to fix in order to prevent a return.
If you want a replacement, you will be required to submit a new order in the event that the order gets returned.
Shipping fees are not refundable.
Items returned to sender due to damage in transit:
We apologize for any inconvenience caused. Damage in transit sometimes happen and is out of our control. In the event that your item is damaged by the carrier and they choose to return to sender, we will advise you and ship a replacement.
If you no longer want or need the item(s) you must follow return guidelines.
Cancellations
We know you want your order fast so as soon as it is placed, we are on it! Regrettably, this means we cannot cancel or make any changes to your order. This can include but is NOT limited to:
- Billing or shipping address updates
- Addition or removal of items
- Change in color/size of items
- Addition or removal of a discount code
- Order cancellation requests
- Shipping method changes
*In the rare event that a cancellation request must be granted, it will result in a store credit being issued.*
We do not allow exchanges. For items that are returnable please follow the return guidelines. Once your return is processed and you receive your store credit by e-gift card, you may return to the site to order alternate items.
Pickups
Pickups are only eligible on certain items. If your item is not eligible for pickup you will never be informed to use that option at checkout. If you select pickup without approval, we will reach out to you to gather shipping information and payment for shipping. If we do not receive a response or payment, your order will be cancelled.
For times eligible for pickup, you have 3 days (during our hours of operation) to pickup your item. If you fail to pickup your item within the allotted time, we reserve the right to either cancel the order or put it in the mail.
If we have to cancel an order due to no pickup, or selecting pickup without approval, you will be subject to a 30% restocking fee. The difference will be refunded to your original payment method.
Refunds/ Store Credit
All returns must be approved by Soeur. We will only issue a store credit for all returns. In the event that we are forced to change/cancel/ or alter an order at no fault of Soeur Co, a store credit will be issued. We do not issue refunds back to your original payment method. We hope this will encourage you to take your time in selecting your items and feel free to reach out to us with any questions regarding sizing or styling. Store Credit never expires.
Once we receive your item, we will inspect it and notify you that we have received your returned item.
If your return is approved, we will issue the store credit in the form of a Soeur E-Gift card.
Generally you will receive the store credit email within 48 hours of the return being processed.
Store credit/refunds cannot be issued on items that are not returned.
Store credit is not issued on items that are returned with damage or worn.
We do not issue refunds or store credit on items that are lost in transit or confirmed delivered by the carrier. You should contact the carrier and file a claim as well as contact your local police department for assistance.
Shipping charges and tips are not refundable. We cannot issue store credit for tips or shipping charges.
Therefore, the total credit amount will be for the amount paid for the item(s) less any shipping fees, tips, or restocking fees (if applicable).
For approved refunds on shipment or cancellation issues that are not otherwise caused by Soeur Co a refund by store credit may be granted. This refund voucher can be used for a replacement or any other item. It does not expire.
*Refunds are not issued for digital items. All digital sales are final.
Shipping
*Estimated Delivery dates on product pages are based on standard shipping transit times*
Economy Shipping: 10-20 business days
Standard Shipping: 7-10 business days.
Expedited Shipping: 1-7 business days.
Please keep in mind that all shipping time frames are estimates and are not guaranteed. Soeur Co does not have any control over any unforeseen carrier delays. Therefore, we cannot be held responsible for delays in transit or lost/damaged shipments in transit. Should no other shipping method be selected, Economy will be used as the default shipping method. Expediting a shipment does not expedite processing time. It will only cut down the time in transit. When orders are fulfilled from different fulfillment centers, you may receive separate tracking numbers. Please note that the location your product is shipped from does depend on product availability. It will be determined by our logistics team at the time of fulfillment.
Apartment Buildings, Offices and Communities
If your requested delivery address includes a unit within an apartment building, office, or housing community it is your sole responsibility to ensure that this is a secure delivery location. Carriers will sometimes leave packages in common areas based on how they normally deliver to this location. Where your shipment is left is at the carrier's discretion. Carriers are not requried to deliver to individual apartment doors. If you do not want your shipment left at a front desk, in secured mail lockers or with receptionists, please arrange pick up with the post office prior to delivery. This service is free of charge. You may also wish to use an alternate address as we cannot be held responsible once the shipment is confirmed delivered to the front desk, receptionist, door or a locker. If unisured by optional route coverage, you will need to file a police report and claim with the carrier in the event a package is confirmed delivered and unable to be located.
All shipping costs are nonrefundable.
INSTANT SHIPPING ISSUE RESOLUTION by Route
Route provides protection for shipments that are lost, broken, or stolen. Add Route to your cart at checkout to enable protection.
Visit routeapp.io to learn more.
We are not responsible for packages that are late/delayed by the carrier, damaged in transit, lost/stolen without purchase protection.
For help with your route protected order click here.
Processing Times
Orders are generally processed within 3 business days. Please allow up to 7 business days.
On bulk orders, please allow an additional 3 business days.
On custom item orders, please allow an additional 7 business days.
Some specialized items may require extended processing times which will be listed in the product page. This time supersedes any standard listed processing times.
During peak periods where the demand increases for our items, processing times are subject to change.
Payment hold/ unverified payments: at times, payment processors like PayPal may require additional time to review your payment. This review could take up to 7 days to complete. Should your payment require additional review, processing of your order may be delayed. Please contact us if you have any questions.
In order to protect all cardholder purchases, we may require you to verify that you authorized a payment and are the original cardholder. This is done using our third-party verification’s team, fugu. You will receive an email requesting identification, as well as a scanned selfie to compare to your identification. This information is only used to confirm that the rightful card owner initiated the transaction. All information is submitted through a secured network.
Orders that exceed a value of $500 will be required to complete verification as well as submit a signature for security reasons.
Failure to complete verification may result in a delay in processing. Processing times began only after verification is received and approved.
Invalid Billing Details: Please be sure to verify that the information you enter for your billing details matches what the bank has on file. Inputting the wrong details may cause a delay in processing. In the event that it does not align you will receive an email from our payment verifications team, FUGU, requesting additional documents or information. Processing will be held until verification is passed. To prevent a delay, please double check all of your billing details prior to submitting the order.
Invalid names/ Addresses: Please be sure to double check the delivery information placed on your order. If an error is found with your address we will make every effort to reach you for a correction. We cannot be held responsible if you input an invalid address for delivery. For security and delivery reasons, all orders must contain Valid first and last name. Your order may be delayed if it contains partial names, just initials or any other variation that is not the full first and last name. This is to prevent any issues with the carrier tendering your package to you. To prevent delays in processing your order, please provide a valid first and last name & shipping address.
EXTENDED PROCESSING WINDOW: Beginning 1/3/23 through 2/5/22 due to the new year blow out sale and holiday peak, order processing can take up to 30 business days for most items. Some items may be processed within normal processing windows, however please allow 3-4 weeks for most. If you have questions regarding processing times for specific items, please contact our customer support team.
The total time is the sum of the processing time and the shipping time.
Processing time = the time between when you place an order and when we ship it;
Shipping time = the time between when your order has been shipped and delivered to you.
Post Office Boxes
Carriers outside of USPS are not able to deliver to a PO BOX. Most shipments we send are fulfilled by FEDEX, UPS & DHL. We recommend NOT using a PO BOX address for delivery as this can seriously delay your order. Items that are normally fulfilled by FEDEX, UPS & DHL that are addressed to a PO BOX will be sent by first class USPS despite the shipping method selected. This is simply because these carriers are not able to deliver to your PO BOX and we cannot make any changes or updates to your order.
Chargebacks
When a chargeback gets initiated with your bank, we conduct a full investigation into the claim. The bank also conducts their own investigation. If it is determined by both the bank & Soeur, that no error occurred and the claim gets closed your account may be disabled and you will be prevented from making future purchases with Soeur and it’s affiliates.
If the bank determines an error occurred but our investigation reveals that no error occurred, you will be responsible for the balance of the order and your account may be disabled, preventing you from making future purchases.
We reserve the right to collect how we see fit for any balance due.
Chargebacks that are the result of a claim for fraud will result in an instant block from purchasing or receiving orders from our website, our partners, and affiliates. This block cannot be reversed for security reasons.
Unpaid Invoices/ Balances
Disputes for unpaid invoices or balances must be received in writing within 30 days of receiving the written notice of debt. Please mail your letter to:
Soeur Co
Attn: Disputes
PO BOX 5043
Virginia Beach, VA 23471
Any undisputed amount remaining unpaid for more than 30 days from the due date shall accrue interest at a rate of the lesser of 1.5% per month or the highest rate allowed by Law. Soeur Co may add the amount of any such interest or late charge to an invoice rendered by Soeur Co. With respect to amounts disputed in good faith by you, the undisputed portion shall be paid as provided. Upon resolution of the disputed portion, any amounts owed to Soeur Co shall be paid promptly with interest at the rate above, which shall accrue from the date these amounts were originally due. The Parties will resolve any such dispute in accordance with local law requirements. In the event that payment on an invoice is not made in more than 90 days, you will be responsible for all costs and expenses of Soeur Co’s collection efforts, including reasonable attorney’s fees and court costs that may be incurred by Soeur Co to collect overdue amounts.
Custom Requests
We accept custom requests for items and sizes that are not listed for sale or available on the site. There is a non-refundable deposit required for any custom requests made. The deposit will be applied to your balance.
Custom requests include:
Items/sizes that aren’t listed on the site but are available by request.
How to make a custom request:
Add the deposit product option to your cart and pay the deposit fee.
Place a note at checkout or consult with a customer service agent via messenger regarding your item choice and size.
Customer support will manually add this item to your open order and if there is a balance due, customer support will issue an invoice to your email.
Once your invoice is paid in full, your item will begin to process. The deposit is applied toward your balance. You will receive tracking once processing is completed.
If you fail to complete the payment in full within 7 business days, your request will be cancelled and the deposit will be retained. Reach out to us if an extension is needed and any approvals will need to be in writing. The processing time clock starts once full payment is received.
Backordered items
Placing an order for a backordered item allows you to reserve it. These items are very popular and sell out very quick. Order now and we will ship it once it comes in. We fulfil all back orders in the order in which they are received. By ordering early you will be earlier in the line when it comes to getting a highly sought after item. You are also able to take advantage of any current promotional discounts.
Back ordered items generally take 2-3 weeks to arrive to you. You will receive a notification once it ships.
If you order multiple items, they will ship separately so that you receive your other items within a reasonable time frame.
Promotions
Previous promotions will not be applied to orders placed after the promotions have ended. Promotions may not be applied to orders placed prior to the promotion being stared. We are unable to add promotional offers or coupons to your order once you have placed and confirmed your order. Promotional offers applicable to your order may be displayed directly in the cart. If you fail to apply a coupon or offer prior to the order being confirmed, unfortunately we are unable to apply the offer to your order post purchase.
Free Item: Free item promotions are subject to product availability. Promotional offers that include a free item are honored while supplies last. If the item is not in stock at the time of fulfillment, that particular item will be cancelled and you will be notified. Free items that are applied to the order in error will automatically be removed during processing. This does not alter the terms and policies that apply to all other items on the order. The terms of the policies listed here and throughout our website will still apply to your order. We are unable to alter your order information or other contents of your order due to a free item being out of stock. Free items/ gifts are not eligible for refunds, returns, or store credit under any circumstances.
Contacting Us
We are happy to assist you with additional questions or concerns.
Email: info@SoeurCo.com
Chat: Via Website
Facebook Messenger: Soeur Co
Phone: 844-SOEURCO (763-8726)
Hours of availability:
Customer Service: Mon-Sat 10a-6pm EST
Sales: Mon-Sat 8am-midnight EST
Our sales agents do not have access to order related information. For order related inquiries, please reach out to our order support team during hours of operation. We typically respond to chat within minutes. Emails/Voicemails are generally returned within 48hours. We cannot answer order related inquiries via social media channels.
Placing an order with Soeur Co acknowledges that you have read and agree to the terms of all policies.
