Refund policy

Returns and Refunds Policy

At StudioSoie, we strive to offer you an exceptional shopping experience. Sometimes an item may not meet your expectations: our returns policy is designed to be simple and transparent.

General Conditions for Returns and Refunds

1. Return period: you have 30 days from receipt of your order to initiate a return.
2. Eligible items: items must be in their original condition, unworn, unwashed and unopened, with their labels attached. Damaged or used items cannot be accepted for return.
3. Return process: write to us at support@studiosoie.com quoting your order number, or visit our ‘Returns & Solutions’ page: we will tell you how to proceed within 24 hours.
4. Return costs: the cost of sending items back is borne by the customer, except where we have made an error in dispatching the order or where the product is defective (photographic evidence required).
5. Refund: once the item has been received and inspected, we will confirm acceptance of the return by e-mail. The refund is then made to your original payment method within 14 days.
6. Inspection of returns: every returned item is inspected on receipt; an item that has been opened, worn or washed cannot be refunded.
7. Intimate products: for reasons of hygiene, pillowcases, masks, scrunchies, knickers, thongs and tangas cannot be returned once their packaging has been opened.

Exceptions

Certain items cannot be returned: sale items, gift cards and personalised items.

Exchanges

Would you like a different size or colour? We accept exchanges within 30 days of receipt, subject to availability. Please contact us with your order number and the item you would like.

Customer Service

Our team is here to support you at every step. If you have any questions, write to us at support@studiosoie.com or use the shop chat.

Thank you for your trust,
The StudioSoie Team