We ship to :
Australia, Asia, New Zealand, United States & Canada
After shipment, all products are estimated to arrive within 5-14 days ( please note that this may be extended during holidays and special events/sales. )
All orders are shipped within 1-3 business days. Each shipment is accompanied by a tracking number, so you can track your order every step of the way! ( please give tracking numbers up to 24-48 hours to become active. )
If you haven’t received your order within 30 days of receiving your shipping confirmation email, please contact us at email@example.com with your name and order number, and we will respond and resolve as soon as possible.
Please note, that due to COVID-19, many shipping companies are prioritising the shipments and receiving of emergency and necessary medical equipment. This could mean that your package maybe withheld with the shipping company for an extended period of time which would lead to longer wait times and delays. Please note that SOUVOIR is not responsible for these delays. We hope you understand, as this is something completely out of our control. .
Please note that whilst uncommon, your parcel may be subject to review and or scrutiny by your residential countries boarder force / customs, which may cause delays .All goods imported by post or mail (whether for commercial purposes or personal use) are assessed for community protection risks, permit and import requirements, duty, taxes and other charges.This measure is out of our control and is by no means the responsibility of SOUVOIR.
RETURNS & REPLACEMENTS
Please note that our Returns Policy lasts 30 days. If 30 days have gone by since your delivery date, we, unfortunately, cannot offer you a refund or exchange.
ALL RETURNS MUST BE:
- Have no signs of wear or damage
- In its original condition with tags still attached (if any)
- In all original packaging (box and pouch included)
Please return your order back to us in the original packaging it came in (or smaller), no oversized or large boxes will be accepted as this increases shipping rates. SOUVOIR will not be responsible for increased fees due to large packaging and reserves the right to deduct additional shipping fees from the refunded amount when applicable. Should the returned item not meet the above return guidelines, SOUVOIR has the right to deny a return and have the item re-shipped to customers.You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
After your returned item/s arrive and are approved, you will receive an email and or SMS ( if opt in ) informing you of the successful return. After you have received such email, please expect your funds to be reimbursed back to your original payment method within 1-5 days. If your return is unsuccessful, you will will receive an email explaining why, and well as the opportunity for your item/s to be reshipped back to the address they were sent from.
We know how frustrating this situation can be. If an issue as such does occur, please contact us at firstname.lastname@example.org, and we will issue you a brand new item once we confirm the item was defective. If the item is to be returned, shipping costs are to be covered by us.
We’ll provide return instructions for the damaged or defective item. Be sure to complete this process within 30 days of the delivery date.
We apologize for your less than perfect experience.
As long as your product has not been submitted for fulfilment by us, we can cancel the order as long as the notice was made within 24 hours. If your order has already surpassed 24 hours and has been submitted for fulfilment, we may not be able to cancel your order. If an issue as such arises, please contact us via our contact form.
We accept Visa, MasterCard, American Express, Google Pay, Apple Pay, Shop Pay, Pay in 4, PayPal.
SOUVOIR uses Secure Socket Layer (SSL) technology to encrypt and protect the data you send us over the internet. If SSL is enabled, you will see a padlock at the top of your browser and you can click on this to find out more information about the SSL digital certificate registration.
You will also notice that when you look at the URL at the top of the browser you will see that it begins with ‘https’ instead of ‘http’. This means that you are in secure mode.
SOUVOIR is registered with SHOPIFY. This ensures that your information is kept private between your web browser and our web server.
If your card issuer is based in the EU, you may be asked to verify your payment due to a new requirement under the second Payment Services Directive (PSD2). You’ll be directed to a dedicated page to enter further information or asked to authorize the payment using your mobile phone. Once completed, you will return to SOUVOIR
To make shopping quicker in future, you have the option to safely store your credit card details.
Your full card details will never be displayed, only the last four digits so that you know which card you’re using.
You can choose not to save your card details by unchecking the box on the payment page. If you change or add a new address, you’ll need to re-enter your card details.
SOUVOIR operates in many countries around the world, including US, Australia, New Zealand, United Kingdom and Canada.
Our warehouse is located in California, US.
Our head office is located at 56 Kambrook Rd, Caulfield North, 3161, Melbourne Victoria, Australia
STILL HAVE QUESTIONS?
Send in your questions using the form below, and we'll get back to you in 24 hours!