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Delivery

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  • What delivery options are available?
  • How much does delivery cost?
  • How long will delivery take?
  • Why was my order split into several parcels?
  • Which countries do you deliver to?
  • Can I change my delivery address after placing an order?
  • My parcel is marked as delivered, but I have not received it. What should I do?
  • My tracking information is not updating. What should I do?
  • My tracking link is not active yet. What should I do?
  • Where is my parcel?
  • What should I do if my parcel arrives with damaged packaging?

Orders

10
  • How do I place an order?
  • Do you offer business orders and invoices?
  • Why did the price of a product change?
  • Why did a product disappear from my cart?
  • What if I receive the wrong item?
  • What if a product is out of stock after I order?
  • Can I change my order after placing it?
  • Can I cancel my order?
  • What happens after I place an order?
  • Do you sell outlet or returned-condition items?

Payment

5
  • What payment methods are available?
  • When will I be charged for my order?
  • Is it safe to shop on Souve?
  • Do you offer gift cards?
  • What happens to my gift card when I return items?

Returns

11
  • What is your returns policy?
  • How can I return my order?
  • Can I return items from multiple orders in one parcel?
  • How do I send my return parcel?
  • Do I need to include any documents inside the parcel?
  • Can I exchange a product?
  • When will I receive my refund?
  • How will I receive my refund?
  • Who pays for return shipping?
  • Do you provide return labels?
  • Will the original delivery cost be refunded?

Discount Codes & Gift Cards

7
  • How do I use a discount code?
  • Why isn’t my discount code working?
  • Can I use more than one discount code?
  • Can I add a discount code after placing an order?
  • How do discount codes work on sale items?
  • What happens to my discount after a return?
  • How do Souve gift cards work?

Terms, Privacy & Policies

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  • Terms & Conditions
  • Privacy Policy
  • Cookie Policy
  • How can I request a copy of my personal data?
  • Who can shop at Souve?
  • Do you sell to businesses?
  • Where can I find your legal policies?

My Account

10
  • How do I create a Souve account?
  • How do I reset my password?
  • How do I delete my account?
  • What can I do in my Souve account?
  • Can I shop without creating an account?
  • How do I manage my newsletter preferences?
  • What should I do if I notice unauthorised activity?
  • How does Souve protect my account?
  • How do I update my account information?
  • What is the Souve AI Chat Assistant and how can it help me?

Claims

9
  • How do I submit a claim?
  • What should I do if my product is damaged or faulty?
  • What should I do if something is missing from my parcel?
  • What should I do if my parcel arrives damaged?
  • What remedies are available for a successful claim?
  • Can I get a replacement item?
  • How long does it take to review a claim?
  • What is the difference between a return and a claim?
  • How long am I covered if a product is faulty?

About Souve

4
  • How can I contact Souve?
  • Company Data
  • Accessibility
  • Partnerships & collaborations

How do I update my account information?

Sign in to My Account to update supported account details, such as your personal information, saved addresses and password.

Make sure your billing and delivery information is accurate before placing a new order. Changes made after an order has been placed do not automatically update that existing order.

If you cannot change a required detail, use our contact form.

Do you need more help?

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