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Delivery

12
  • What delivery options are available?
  • Why were different orders shipped in one parcel?
  • Why was my order split into several parcels?
  • Do you ship internationally?
  • 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?
  • How long will delivery take?
  • How much does delivery cost?
  • 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

6
  • What payment methods are available?
  • When will I be charged for my order?
  • Is it safe to shop on Souve?
  • How is payment handled for combined orders?
  • Do you offer gift cards?
  • What happens to my gift card when I return items?

Returns

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

7
  • 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 update my account information?
  • How does Souve protect my account?
  • What should I do if I notice unauthorised activity?
  • 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 is the Souve AI Chat Assistant and how can it help me?

Claims

7
  • 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?

About Souve

5
  • How can I contact Souve?
  • Accessibility
  • Where can I follow Souve?
  • Partnerships & collaborations
  • Company Data

How does Souve protect my account?

We take account security seriously and aim to protect your account through the safeguards built into our website and account environment.

You can also help keep your account secure by:

  • using a strong password,
  • not sharing your login details,
  • and signing in only on trusted devices and networks.

If you believe your account may have been accessed without permission, please take action immediately and contact us if needed.

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