Return/Refund Policy

Our Commitment

At Soie Official, we take pride in creating premium, made-to-order pieces crafted specifically for you. Each item is custom-made with carefully selected fabrics and attention to detail. Due to the bespoke nature of our products, we have a specialized policy designed to ensure quality and customer satisfaction.

Important: No Returns on Custom-Made Products

All our products are MADE-TO-ORDER and custom-crafted specifically for each customer. Therefore, we DO NOT accept returns, refunds, or cancellations once production has begun.

This policy exists because:

  • Each piece is made specifically according to your order
  • Premium fabrics are cut and tailored to your specifications
  • Production begins within 24 hours of order confirmation
  • Custom-made items cannot be resold or repurposed

Before You Order – Please Note:

We strongly encourage you to:

  • Review size charts carefully before placing your order
  • Measure yourself accurately using our detailed size guide
  • Contact us with any questions about sizing, fabric, or style before ordering
  • Double-check your order details including size, color, and quantity
  • Read product descriptions thoroughly to understand fabric and design details

Exchange Policy (Size Adjustments Only)

We understand that sizing can sometimes be challenging. We offer LIMITED EXCHANGES under the following strict conditions:

Exchange Eligibility – Within 10 Days of Delivery:

We accept exchanges ONLY for:

  • Sizing issues where the delivered size doesn’t fit as expected
  • Item must be completely unworn, unwashed, and unaltered
  • All original tags, labels, and packaging must be intact
  • No signs of use, perfume, makeup, or any stains
  • Item must be in pristine, resellable condition

Exchange Process:

  1. Contact us within 10 days of delivery at soiewesternwear@gmail.com
  2. Provide:
    • Order number
    • Photos of the item (front, back, tags intact)
    • Detailed explanation of sizing issue
    • Desired size for exchange
  3. Wait for our team to review and approve your exchange request
  4. Once approved, ship the item back using a trackable shipping method
  5. Include the original invoice in your exchange package

Exchange Conditions:

  • Exchanges are subject to stock availability of the requested size
  • Customer is responsible for return shipping costs
  • We will ship the exchanged item once we receive and inspect the original item
  • Exchanges are processed within 7-10 business days of receiving the returned item
  • Only ONE exchange per order is permitted
  • Exchange shipping costs will be borne by the customer

What We DO NOT Accept for Exchange:

Non-Exchangeable Items:

  • Items worn even once
  • Items washed, altered, or damaged
  • Items without original tags and packaging
  • Items ordered more than 10 days ago
  • Custom embroidered or personalized pieces
  • Items with special requests or modifications
  • Sale or clearance items
  • Intimate apparel and undergarments
  • Items damaged due to customer misuse
  • Color preferences (all colors are accurately represented in product photos)
  • Fabric texture expectations (natural variations exist in premium fabrics)

Manufacturing Defects & Quality Issues

We stand behind the quality of our craftsmanship. If you receive an item with a genuine manufacturing defect, we will make it right.

Defect Claims – Within 48 Hours of Delivery:

If your item has:

  • Stitching defects or loose seams
  • Fabric tears or holes present upon delivery
  • Missing components (buttons, zippers, ties)
  • Incorrect item sent (wrong color, size, or design)
  • Visible manufacturing errors

How to Report a Defect:

  1. Contact us immediately (within 48 hours of delivery) at soiewesternwear@gmail.com
  2. Provide:
    • Order number and delivery date
    • Clear photos showing the defect from multiple angles
    • Detailed description of the issue
    • Photos of packaging and delivery condition
  3. Our quality team will review within 24 hours
  4. If the defect is confirmed:
    • We will arrange a FREE replacement or
    • Offer a full refund to your original payment method

For Defective Items:

  • We cover all return and replacement shipping costs
  • No restocking fees apply
  • Replacement is prioritized and expedited
  • Refunds are processed within 5-7 business days

Order Cancellations

Cancellation Window: 4 Hours Only

Due to our quick production process:

  • Orders can only be cancelled within 4 hours of order placement
  • After 4 hours, production begins and cancellation is not possible
  • To cancel, immediately contact soiewesternwear@gmail.com with your order number
  • If cancellation is approved, full refund is issued within 3-5 business days

After Production Begins:

  • No cancellations are accepted
  • No refunds will be issued
  • The order will be completed and shipped as confirmed

Refund Policy

Refunds are ONLY issued in the following cases:

✓ Order cancelled within 4 hours of placement ✓ Manufacturing defect confirmed by our quality team ✓ Incorrect item shipped by our team ✓ Lost shipment not delivered within 30 days (after courier investigation) ✓ Payment errors or duplicate charges

Refund Process:

  • Approved refunds are processed within 5-7 business days
  • Refunds are issued to the original payment method
  • Original shipping charges are non-refundable (except for defective items)
  • Bank processing time may take an additional 5-10 business days

Size Guide Assistance

To avoid sizing issues, we offer:

  • Detailed size charts on each product page
  • Customer support to help with measurements: WhatsApp  0316-5076206
  • Measurement guide with instructions on how to measure yourself
  • Virtual consultation for sizing questions before ordering

We highly recommend contacting us before ordering if you:

  • Are between sizes
  • Have specific fit concerns
  • Need help interpreting size charts
  • Want recommendations based on your measurements

Damaged During Shipping

If your package arrives visibly damaged:

  • Do not accept the delivery or make a note with the courier
  • Take photos of the damaged packaging immediately
  • Contact us at soiewesternwear@gmail.com within 24 hours
  • We will file a claim with the courier and send a replacement

Lost Packages

If your package is marked as delivered but you haven’t received it:

  • Check with neighbors and building management
  • Verify the delivery address on your order confirmation
  • Contact the courier company with your tracking number
  • Notify us at soiewesternwear@gmail.com within 48 hours
  • We will initiate an investigation with the courier
  • If the package is confirmed lost, we will issue a replacement or refund

Contact Us

Before placing your order, if you have any questions:

For exchanges (within 10 days):

For defects/quality issues (within 48 hours):

For order cancellations (within 2 hours):

Response Time: 24-48 hours (Monday-Saturday)

Final Note

By placing an order with Soie Official, you acknowledge and agree to this Return & Refund Policy. We are committed to your satisfaction and will always work with you to resolve genuine issues. However, please understand that due to the custom nature of our products, we cannot accept returns for change of mind, color preferences, or sizing issues that could have been avoided by careful review of our size guides.

We encourage you to reach out before ordering if you have any doubts or questions. Our team is here to help ensure you make the right choice!

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