Soeur Reviews 661

I made a partial return of my order on March 24, 2026, and since I did not receive any email, I contacted customer support on March 29, 2026 to ask for updates. They responded very promptly, informing me that the return was in transit and that they would receive it shortly. After that, they said the return process would take 5–7 business days and that I would receive a notification in any case. As of today, April 9, 2026, I have not received any updates. I have tried contacting customer service multiple times on different days, but no one has ever responded, and I have still not received any refund.

Perfect!
Very easy to use the website
Everything is detailed; material, size, availability of the size
Quality products, high end, so at the hiver price range

So very nice clothes

Wish I had unlimited spending ! I do thrift shop also

After many years looking for a minimalistic yet sophisticated brand that proposes items with high quality and focuses on details, I've discovered Soeur and it's now my favourite brand

Soeur has hight quality garments with interesting and elegant cuts.

The response was fast, and the service was kind. I got the refund very fast but I got the same pairs of shoes I returned, which internally were worn and the numbers were removed. I already told and sent photos that the numbers were not correct even though the label was 37. Then, I ordered wrongly number 36, and immediately contacted the customer service which informed that the order cannot be changed or either modified. Then, why is needed the customer service as a service when they are not enabled to do changes?

This brand is fabulous! I love the style, the prints and the textures. The shops are cozy and the shop attendants always welcoming and helpful.
The price meets with an excellent quality and these products are worth having in your wardrobe as they will last much more than one can expect.

I love these clothes.

At first I thought that the costumer service was actually intrested with my problem of not receiving my order but I was wrong. It’s been a month and I still haven’t received any update for my package. I have sent multiple emails but nothing. They only answered in the first one and they wanted a good review for it.

Dear Sir/Madam,

I am writing regarding my package with tracking number WEB512649.

According to the delivery information, the package was delivered to a location that is approximately 4 hours away from my home, which is clearly incorrect.

I kindly ask you to:
• Investigate this issue immediately
• Provide proof of delivery (exact address and signature, if applicable)
• Arrange for the package to be delivered to the correct address as soon as possible

This situation is very concerning, and I would appreciate your prompt assistance in resolving it.

Thank you in advance.

Kind regards,
Mariajose Quidiello

I started a ‘fast’ exchange but havent had any follow up emails and no responses to my emails. Really concerning!!!!

According to the tracking information, I never received my parcel. The refund has been pending for a month. Although DPD has even confirmed the loss of the parcel in writing, there has still been no response from Soeur Paris. The fact that such a large company does not comply with applicable law, given the length of time the refund has been withheld despite non-delivery, I would even be entitled to interest on arrears, is a clear signal that companies like this should be avoided at all costs.
WEB496735

UPDATE: By contacting Klarna, who intervened on my behalf, I was finally able to get a refund (no thanks to Soeur). If you are waiting to get a refund from this sub-par company, I would suggest going directly through your payment method/bank who may be able to escalate on your behalf. Alternatively, Souer finally got back to me after 3 days of emailing them with a link to an external complaints company. No apology or accountability shown. Anyway, you could always try filing a complaint here with their parent company, Global-e (I can't add a link here... but keep pestering Soeur and they might share it with you).

Good luck!

I've never written a Trust Pilot review before but was compelled to by Soeur's substandard level of customer service.

I returned a coat, which DHL tracking indicated had been received at the warehouse within the mandatory 14 day return window (20th January).

I was in touch with Soeur on 2nd February to enquire about the return (seeing as I had still heard nothing back from them after 2 weeks). I received an instant reply informing me that the item was being examined and that I would hear from them in due course.

Two weeks later and I emailed again today (17th February). I received the same automatic copy and paste response. When I pushed for a more exact timeline as to when I could expect my refund, I was told within 5-7 days. That is way outside of the 28 days I have waited to have any communication from them.

The customer service team have since ignored both my follow-ups emails.

It is clear that the company is unequipped to handle online returns. The lack of assistance is at best unnerving and at worst fraudulent. I only wish I'd consulted the many pages worth of 1 star reviews before choosing to shop here. Truly staggering.

I have been in touch with Klarna to look into the issue, seeing as Soeur's customer service team is, apparently, a series of AI generated automated emails.

I am still awaiting a response.

Do NOT buy from them. Horrid customer service, only automated messages. Very disappointing for the price point. I wouldn’t recommend, I wish I had read the reviews before buying.

I placed and payed an order for 344,-…

I placed and payed an order for 344,- on 9th of january, I have not received the parcel, nor has it been delivered to my address or a pick-up point.I have been writing Team Soeur 8 times, they let me waite they replyed 2 times but donot come with a solution. Even now, after a month they donot come with a solution (pay back or send me a new order)

Great customer service Beautiful suede bag Lovely spacious interior

I have never found denim trousers that fit me until I discovered your brand! I am so happy to finally have trousers that fit perfectly and are good enough quality for me to enjoy in hopefully many years to come!
so Thank you!