We want you to be completely happy with your purchase. If for any reason you are not satisfied please return the item(s) to us within 90 days of the purchase or order delivery date.
The returned item must be unworn and in original condition, in the small plastic bag with the SKU (item#) and appropriate protective packaging.*Please indicate the item number, quantity and reason for the return to us
- If the order being returned includes a free gift, be sure to include this item with your return. The free gift is based on the total of your order. If your return drops below the total required minimum, you are no longer entitled to a free gift. If you decide to keep the gift, your refund will be adjusted to reflect the retail price of the gift.
All refunds will be credited for the original amount paid, less shipping fees, discounts and restocking fees on made-to-order personalized items, except in the case of an incorrect shipment.
The following conditions are NOT covered by our 90-day return policy, and is not eligible for return.
- Products purchased 90 days ago.
Products are worn, or damaged by misuse, mishandling, or poor maintenance.(Ex. Products are exposed to corrosive substances or chemicals. Exposure to harsh chemicals can alter that appearance of your Soufeel product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Oxidized silver is easily damaged.)
- All clearance items and discounted items purchased at Soufeel Jewelry are final sales.
- Made-to-order personalized items are one-of-a-kind, it cannot be returned unless it is defective or damaged.
Please note: silver pieces are given detail by oxidation and over the course of time, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.
How to prepare a return?
STEP 1: Please Submit a Return Request with requested info. below.
We require all the information below to proceed with reviewing your request:
- Order Number
- Item Name or Item# or SKU (Ex: Nautical Charm Bangle)
- Reason & Exchanged Item(s)
- Please attach clear photos for items with quality Issue
Kindly note that for quality issues, make sure to have your photos focus on the item’s label (item # on the small plastic bag) and problem detail. Failure to do so will result in a delay in processing your request. You'll be able to attach the pictures when you "Submit a Return Request".
STEP 2: Please follow the instructions provided by our Customer Care Team.
Once we receive your Return Request, our Customer Care Team will review it and check on the problem issues. We will then reply to your email by offering a resolution or return service(with return address indicated) within 24-48 hours.
STEP 3: Prepare your package for return
Print your return form or put a note with the information below in your return package.
- Order Number
- Recipient's Name
- Item Name or Item# or SKU (Ex. Nautical Charm Bangle)
- Pack your item(s)
Please return item(s) in the small plastic bag with the SKU (item#) and appropriate protective packaging. If you don't have the original product packaging, use a sturdy package and include padding such as packing bubbles or newspaper. Attach your return form to the package. Important: If you need to return multiple orders, please pack them separately, and put a separate return form for each order in the package respectively, and then consolidate them with a bigger packaging to ship together.
Ship your return to the provided return address.
- Please choose the shipping method that does not require the receiver's signature but with tracking information. Only standard shipping is recommended when returning, because extra customs duties may be charged on you if DHL or other express couriers are used.
Please email us the tracking number and tracking website when the item is returned, so that we can track its status for prompt exchange.
Please note: *Only authorized items may be returned. Receipt of non-authorized items will be forfeited.
How will you process my return?
- We'll make sure to process your return within 7 days once your return reaches us. Once we've checked and processed your returned item(s) , you will get a confirmation email from us, to send the replacement or issue a refund.
- All refunds will be credited for the original amount paid, less shipping fees, discounts, restocking fees on made-to-order personalized items, except in the case of an incorrect shipment. It may take an additional 7-10 business days from the date you receive this email for the funds to be available in your account and it may take an additional billing cycle to see the funds on your billing statement. The time it takes for the money to appear in your account usually depends on your bank.