To start the return process for your order, please enter your email address or phone number and the order number below.
Simply complete our returns form electronically via the returns section with your order number, name, email address, address and reason for return so that we have the opportunity to learn from your experience with us.
Please note that all items must be returned unused, with original labels and in the original packaging (wrapped). If the returned item is not in a resalable condition, we cannot accept your return. Promotional gifts received with your purchase (10ml Hydrating Hand Sanitizer) must also be returned. This excludes the 3ml tester, which you may also keep free of charge as a taste test when returning the goods.
The cost of returning the goods to SOÈM, (Mittelweg 142, 20148 Hamburg) is the responsibility of you as the consumer.
If all the conditions for a return are met and all the points to be observed lead to the decision to return the goods, send the return form to us electronically by clicking on the „START“ button.
Pack your return in the SOÈM packaging or in a well-padded box to avoid damage in transit.
Please make sure you get proof of postage or delivery. We are only responsible for your package if it has been received by us. Items lost in transit will not be treated as a return and cannot be exchanged or refunded. As a consumer, you should follow the labelling and packaging guidelines of your zone’s postal service or other courier service used when sending a perfume item.
All returned goods will be inspected upon receipt. We will not issue a refund if the goods show signs of inappropriate use (defined in STEP 1). In such circumstances, we will notify you by telephone or email and you may choose to arrange for such goods to be returned again within 14 days of our notification. Again, shipping costs must be paid by you, the consumer.
Once we have processed your return, we will contact you by telephone or email. Your payment for the goods, excluding shipping costs, will be refunded by SOÈM via the original payment method as soon as possible, but no later than 14 days after we have received the goods (provided you have returned the goods within 14 working days of delivery to you or you have notified us of the cancellation).