Typically, you will be able to track your order 3 business days from the time of purchase. However, if you purchased a Personalized Photo Charm, it can take 3-5 business days tracking information to become available.
Due to the large number of emails we have received, it may take up to 72 hours for us to get back to you. We appreciate your patience & understanding.
Below are the detailed instructions on how to process a return or exchange. The policy begins from the date of purchase. Please see whether either of these pertain to you, and if the item(s) are covered by our 365 Return Policy.
The following reasons are covered by our 365 day FULL COVERAGE Return/Exchange Policy.(Soufeel is responsible for return postage fees, and replacement fees)
We sent the wrong order or item(s), you received any broken items, or the quality of the products you received is poor/defective.
You received the incorrect photo charm. If the picture’s appearance is different from the photo provided to Soufeel.
Paint is chipping, Crystals fall off, etc. (We will only exchange the item(s) for the same product, or for item(s) or equal or lesser value.)
The following reasons are covered by our 365 day LIMITED COVERAGE Return/Exchange Policy.(Customer is responsible for return postage fees, and replacement postage fees. Soufeel does not refund any shipping fees.)
You chose the wrong size bracelet(s).
Personal Reasons due to changed mind, personal taste, etc.
Personalized items are one-of-a-kind, those returns will incur a 30% restocking fee.
The following reasons are NOT covered by our 365 day return policy, and we are not liable for these issues.
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 are easily damaged.
Products are damaged by misuse, mishandling, or poor maintenance.
Silver pieces are given detail by oxidation, overtime, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.
Return Service Procedure:
Please submit a support ticket, and attach clear photos of the items that represent a quality issue.
Please follow the instructions that are provided by our customer service team.
Please follow the instructions below.
Items that are being returned should be new, and unworn. They should be kept in its original condition in which you received them in.
Please contact one of our customer service representatives to request return authorization, and the return instructions.