Returns and refunds
We want your experience with SOIELA to be simple and serene.
If an item does not suit you, you may request a return under the conditions below.
Right of withdrawal
In accordance with the regulations applicable to distance purchases, you have a period of 14 days from the receipt of your order to exercise your right of withdrawal.
This right can be exercised without having to justify your decision.
To request a return, contact us at: contact@soiela.com
Please include your order number and the item concerned.
Return conditions
Returned items must be:
- Unused
- Unwashed
- Undamaged
- In their original packaging if possible
- Accompanied by the order number or proof of purchase
For hygiene reasons, items that have been used, worn, washed, stained, perfumed, or damaged cannot be returned.
Return address
The return address will be provided to you after your return request has been validated.
Items returned without prior request cannot be accepted.
Return costs
Unless we made an error or the product is defective, return shipping costs are the responsibility of the customer.
We recommend using a shipping method with tracking.
Defective products or order error
Please check your order upon receipt.
If an item is defective, damaged, or if you received the wrong item, please contact us promptly at contact@soiela.com with your order number and photos of the affected product.
Exchanges
We do not offer automatic exchanges.
To obtain another item, the simplest way is to return the original item, then place a new order after the return is accepted.
Refunds
After receiving and verifying the returned item, we will inform you of the acceptance or refusal of the refund.
If the return is accepted, the refund will be processed via the payment method used during the order.
The time it takes for the refund to appear may vary depending on your bank or payment provider.