Refunds & Exchanges

We love our customers and our goal is to provide top quality service to meet our customers' needs.

US Orders Only:

Items must be returned in its original package to be considered for an exchange or return. We are unable to accept returns that are worn, washed, soiled, or stained.  Customer is responsible for paying for the shipping fees to return product. Email us at contact@soiesilk.com with your name, address, order number, and invoice to start your return or exchange process.

If you’re not satisfied we’ll gladly accept merchandise for return or exchange, as long as it:

  • Is in new condition and in its original package
    •
  • Is accompanied by the original invoice/confirmation email
    •
  • Is returned within 30 days of original purchase.
  • Is NOT any of these products: scrunchies (mini, classic, and/or french), face masks, and sleep masks
    •

     

    Returns outside of the US:

    Out of country customers can send items back to us at the address below using any trackable method, at your expense. Please be certain to insure the package.** Please send us an email at contact@soiesilk.com with your name, address, order number, and invoice.

    If you’re not satisfied we’ll gladly accept merchandise for return or exchange, as long as it:

     

  • Is in new condition and in its original package
  • Is accompanied by the original invoice/confirmation email
    •
  • Is returned within 30 days of original purchase.
  • Is NOT any of these products: scrunchies (mini, classic, and/or french) and sleep masks
    •

     

    Our return address is:

    soie

     

    531 Roselane St NW #400-119

    Marietta, GA 30060

     

    Once we receive your package, we will process an exchange or issue a refund in accordance with this policy. Refunds will be made in the form of the original payment. Takes at least 2 weeks to fully process refund.  

    • Cost differs for returns outside of the US.
    • We are not liable for lost packages. However, we will work with you in locating the package in any way we can. 
    • Refund does not include the original shipping cost, only the cost of the product(s)
    • Refunds can take up to 4 weeks to fully process on some orders.

     

    Damaged or defective items:

    In the case of items damaged during shipment, or within 30 days of purchase please email our customer care department. With the following information:

    • Detailed explanation of defect/damaged area
    • Picture of defect/damaged area

    We will work with you to replace your item as fast as we can. We will send it to you at no charge and will ask you to return the damaged/defective item along with the invoice/receipt you received via email that includes your full name and order number. A free shipping label will be provided for you.

    Make sure that the damage or defected items comes in its original packaging to be considered.