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FAQ
Where is my parcel?
Once your order has been dispatched, you will receive a shipping confirmation email with your tracking details.
You can also check your tracking information in your Souve account.
If your parcel is in transit, the tracking page should show the latest available movement through the courier network. In some cases, the first scan may take a little time to appear.
If your tracking has not updated for an unusually long time, please review the related help articles:
What is your returns policy
You have the right to return your order within 14 days from the date of delivery, in line with applicable consumer law.
Returned items should be sent back in appropriate condition. If you are planning a return, we recommend packaging the products securely to help protect them during transport.
Souve does not currently offer direct exchanges through the returns process. If you would like a different item, size, or variant, please place a new order separately.
How long will delivery take?
We aim to dispatch your order as quickly as possible, often within 24 hours.
Once your parcel has been shipped, estimated delivery is usually 2-3 business days, depending on the destination and courier handling times.
Please note that delivery times are estimates and may occasionally vary due to:
- high order volumes,
- public holidays,
- courier delays,
- or destination-specific logistics conditions.
You will receive a shipping confirmation email as soon as your order leaves the warehouse.
Partner Orders
For some items fulfilled by our trusted partners, dispatch and delivery times may be slightly longer than usual. This is especially the case when the order is shipped from a warehouse located outside Europe. In such situations, processing, international transit, customs clearance, and local courier handling may extend the overall delivery time.
We always aim to keep you informed and will share shipping details as soon as they become available.
Can I cancel my order?
If you would like to cancel your order, please contact us as soon as possible at hello@souve.eu or via the Souve AI Chat Assistant.
Because orders are processed quickly, cancellation is only possible if the order has not yet entered fulfilment or dispatch.
Submitting a cancellation request does not guarantee that the order can be stopped in time.
If the order has already been processed or shipped, cancellation will no longer be possible. In that case, you may return the order in line with our returns policy.
How do I submit a claim?
If you would like to submit a claim regarding a product purchased from Souve, you can do so in one of the following ways:
- through your Souve account,
- or through various chanels on this page.
To help us review your claim efficiently, please provide:
- your order number,
- a clear description of the issue,
- and, where relevant, photos showing the product and the defect.
In some cases, additional information may be needed before we can assess the claim fully.
Claims are reviewed in accordance with the applicable legal framework, and we aim to handle each case as quickly and carefully as possible.
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