Soeur Reviews 

Every time I return an item, it's a hassle. I had to claim my refunds, asking them why I didn't get them and what the status of my returns were.
The pick-up place is closed for now, I'm being told to wait for them to send the order back to get a refund. Terrible for a brand with such a high-price positioning. Customer service is rude and doesn't answer my requests anymore.

I ordered several items from Soeur’s official webshop (not the Second Hand site) and wanted to return part of my order. Despite multiple polite requests, it proved impossible to obtain a return label. The link they provide does not work, and their customer service has either ignored my messages or sent irrelevant replies.

This is completely unacceptable for an online store, where customers cannot try items before buying. Under EU law, consumers are entitled to a 14-day return period — yet Soeur has made this right effectively impossible to exercise.

I strongly advise others not to order from Soeur’s webshop unless you are absolutely sure you will keep everything you buy.

I urge Soeur to review their return procedures and ensure compliance with EU consumer protection law.

Sorry, return deduction of 5 Euro for each item send back? Alternative voucher valid only 12 month. The fitting is very different depending on the item. They are in fact in less towns now. So very expensive attempt to find items there. I was using it now for archive sales. Archive is always risky as items are partly for a reason reduced. However for several items it is advisable to order different sizes to find the good fit. Expensive. At least from my point of view.

Hello,
I bought a product with a 10% discount voucher on website … I went to a Soeur shop to have it exchanged to get the right size because website does not clearly give the right advice … and I finally had to pay the product full price …

I bought a pair of jeans (not cheap!) they had a tear in them within less than ten days. I contacted customer service and they replied saying that they sent the photos to their 'lab' and 'according to [their] analysis the hole was caused during use... damage resulting from wear and tear, improper use, or external incident'. I never damaged any fabric in almost 50 years of being alive. Gaslighting, indifference, and clearly poor quality and over priced. The cut is nice, but everything else is a rip (pun intended) off.

I recently had a really good experience—by accident, I ordered the wrong size, but when I reached out to support to cancel it, I got help really quickly.

It is not possible to get a return label and they don’t reply on email. Also it seems I have to request a return which I don’t get

Terrible experience never received my item, contacted after 3 weeks and they were not able to explain what was happening with the purchase of a bag online and where it was and when it was going to be delivered.

I really liked their designs and I ordered a nice pair of pants. I am quite disappointed with the quality especially based on this price. This might be the new business model of these clothing brands. Just build a fancy website, hire some contemporary designers, use mediocre fabrics and cheap labor while charging 10 times more? Pants are not wearable after 2 times of washing. Terrible.

I report a bad quality in a sandals that were out of warranty but barely used as it could seen at the pictures I sent. It’s a problem in the manufacturing because the straps are not sewing just thermal glued. And now I have to repair something not cause by the use if not because the product has a planned obsolescence and bad praxis in the manufacturing. At customer service, any option just the product was out of warranty.

Lack of respect for customer requests, lack of consistency in product pricing worldwide, and lack of honesty in pricing.

The products are very good quality and as the cut of the clothes is excellent, they fit. I am in between two sizes and I had to return one of the dresses I bought requesting a bigger size. When I had doubts about the progress of the return, the costumer service replied immediately.

Apart from the unique style and evergreen stylish clothing and accessories, Soeur offers top-notch customer support service. I'm absolutely delighted! Thank you!

Very quick and helpful client service.

Fast response to customer. Very good service

Extremely fast response and answered my question.
Thank you!

So short story.
We bought a bag in France Gallery Lafayette on our last day in Paris for my wife birthday and we didn't saw small dmg on the leather. Once we return in UK and had our relax day we went out and in the car i saw the leather damages it had. So we contacted them true the e-mail send copy of the receipt and they sayd happy to replace it if we can bring it to london store as we are on 5:30h drive. They offered us. That we should send it to the london store and they will refund the money we spend for sending the bag. They recive the bag and very next day send the new bag. All of this took less then 2 week(just waiting for the confirmation of the refund, but have doubt it will be send soon as we just recived the new bag). So happy with the after sale customer service. Thank all people who help solve our problem.

I recently purchased the Vincenzo jacket, which was a splurge for me—I normally don’t spend this much on clothing, but I wanted to treat myself.

Unfortunately, the experience has been a huge disappointment. The moment I took the jacket out of the box, one button fell off and another was barely hanging on. It hadn’t even been worn yet.

I immediately contacted customer service, expecting a premium level of support from a brand that charges premium prices. Instead after a (I suspect) automated email I was completely ignored.

I started the exchange process myself from the website. Now I will be waiting—fingers crossed it doesn’t take months.
I dropped the return package to PostNord today, 05/08/2025.

Beautiful jacket, but poor quality control and even worse customer service. What a pity.

I will be happy to update this review if the exchange process goes successfully and quickly.

Edit 2025-08-06: I received an answer today instructing me on how to proceed with the exchange (I actually returned the item already), with a 10% discount for the next order (valid for one month).

Edit 2025-09-03: finally the exchange jacket arrived today. This time buttons are not falling off (yet).

Overall it has been a bad experience, the 10% discount on next order feels like a joke.

I like the jacket but I doubt I’ll buy again from this brand.

Edit: 2025-09-10: aaand a button fell off from the new jacket! I have no words!

I would put zero stars if I could.

The Soeur Team was very kind to me and accepted my return, even when it was a day late. I will definitely remain a client and suggest it to all my friends.