Customer Care
Returns & Refunds
Our return and refund process for eligible Soie Handicraft orders.
Last updated: September 2026
Eligibility
Returns are available only for orders and products that meet the applicable return conditions of Soie Handicraft.
Because our jewellery is handmade, certain products may have specific return conditions. Please check the applicable product or order information where provided.
When to Request a Return
If you receive a product that you believe is eligible for return, please submit the return request through your account as soon as possible.
The return request should include the relevant order and reason for the return.
Return Process
Once a return request is submitted, it may go through the following stages:
REQUESTED
Your return request has been submitted.
APPROVED
The return has been approved by Soie Handicraft.
PICKUP SCHEDULED
A pickup has been arranged where applicable.
RECEIVED
The returned product has been received.
REFUNDED
The applicable refund has been processed.
Return Approval
Submitting a return request does not automatically mean that the return is approved.
Each request may be reviewed against the applicable return conditions before approval.
Return Pickup
Where return pickup is available, pickup details may be arranged after the return has been approved.
Customers may be required to keep the product securely packed and ready for collection.
Condition of Returned Products
Products should be returned in an appropriate condition along with applicable packaging or accessories where required.
Damage caused after delivery, misuse, alteration or improper handling may affect return eligibility.
Refunds
Once an eligible returned product has been received and the return has been accepted, the applicable refund may be processed.
Refunds are generally processed through the original payment method or the payment mechanism supported by our payment provider.
Refund Processing Time
After a refund is initiated, the time taken for the refunded amount to appear in the customer's account may depend on the payment provider, bank or financial institution.
The refund status shown in the order or return details may be updated as the refund progresses.
Rejected Returns
A return request may be rejected if it does not satisfy the applicable return conditions.
Where appropriate, the reason for rejection may be communicated to the customer.
Cancelled Returns
A return request may be cancelled where permitted by the return status and applicable process.
Damaged or Incorrect Product
If you receive a product that appears damaged, defective or different from what you ordered, please contact us as soon as possible.
We may request photographs or other information to help us investigate the issue.
Handmade Product Variations
Small variations in colour, shape, texture or decorative placement may occur because our products are handmade.
Such natural variations are not necessarily considered defects.
Contact Us
If you have questions about a return or refund, please contact Soie Handicraft and provide your order number so that we can assist you.