Thanks for shopping at Soeur Beauty.
If you are not entirely satisfied with your purchase, we're here to help.
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. 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.
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 for reasons not caused by Soeur may also be subject to a 30% restocking fee.
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.
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.
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
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 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. 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 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.
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).
*Refunds are not issued for digital items. All digital sales are final."
Please email your order number to email@example.com to initiate returns.
*Estimated Delivery dates on product pages are based on standard shipping transit times*
Saver Shipping: 5-15 business days
Standard Shipping: 3-7 business days.
Expedited Shipping: 1-3 business days.
Please keep in mind that all shipping time frames are estimates and are not guaranteed. When orders are fulfilled from different fulfillment centers, you may receive separate tracking numbers.
All shipping costs are nonrefundable.
Orders are generally processed within 1 business day. Please allow up to 7 business days.
On custom boot orders, please allow an additional 3 business days.
On bulk orders, please allow an additional 3 business days.
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 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.
Placing an order with Soeur Co acknowledges that you have read and agree to the terms of all policies.