Return Policy


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.
To be eligible for a return, your item must be unused and in the same condition that it was sent in.

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

Please select a reason from the list below. 

1. Item doesn’t fit.
2. Item not as described. 
3. I changed my mind after the purchase.
4. I ordered the wrong item.
5. I no longer need the item.  
6. Other: please describe.


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.