Return & Hygiene Policy

Final sale after acceptance

For hygiene and customer-safety reasons, an intimate-wear product cannot be returned, exchanged or refunded after it has been accepted, opened, tried on, worn, washed, altered or damaged by the customer.

Size and preference

Returns or exchanges are not available for change of mind, colour preference, fit dissatisfaction or an incorrect size selected by the customer. The exact size or fit range is shown on each product page and must be reviewed before ordering.

Wrong, missing or visibly damaged product

If the delivery service permits inspection, check the product name, size, quantity and visible condition while the delivery person is present. A wrong or visibly damaged parcel should not be accepted.

If inspection is not permitted

Record one continuous, unedited unboxing video showing the sealed parcel, shipping label and complete opening process. A claim for a wrong, missing or damaged product must be sent to our Facebook page within two hours of delivery. Claims submitted after this period, without a clear unboxing video, or after the item has been tried on cannot be accepted.

Delivery charge

If a customer refuses a correct order or changes their mind at the door, the delivery charge remains payable. If SOIRÈNE verifies that the wrong or damaged product was sent, we will provide the appropriate replacement or resolution.

Order confirmation

Before dispatch, SOIRÈNE may contact the customer to confirm the product, selected size, delivery address and order total. Providing incorrect information or refusing a correctly confirmed order may affect acceptance of future cash-on-delivery orders.

Need help?

Send your order phone number, product name and supporting evidence through our official Facebook page.

Contact Soirène on Facebook →