Soeur Reviews 

Extremely fast response and answered my question.
Thank you!

So short story.
We bought a bag in France Gallery Lafayette on our last day in Paris for my wife birthday and we didn't saw small dmg on the leather. Once we return in UK and had our relax day we went out and in the car i saw the leather damages it had. So we contacted them true the e-mail send copy of the receipt and they sayd happy to replace it if we can bring it to london store as we are on 5:30h drive. They offered us. That we should send it to the london store and they will refund the money we spend for sending the bag. They recive the bag and very next day send the new bag. All of this took less then 2 week(just waiting for the confirmation of the refund, but have doubt it will be send soon as we just recived the new bag). So happy with the after sale customer service. Thank all people who help solve our problem.

I recently purchased the Vincenzo jacket, which was a splurge for me—I normally don’t spend this much on clothing, but I wanted to treat myself.

Unfortunately, the experience has been a huge disappointment. The moment I took the jacket out of the box, one button fell off and another was barely hanging on. It hadn’t even been worn yet.

I immediately contacted customer service, expecting a premium level of support from a brand that charges premium prices. Instead after a (I suspect) automated email I was completely ignored.

I started the exchange process myself from the website. Now I will be waiting—fingers crossed it doesn’t take months.
I dropped the return package to PostNord today, 05/08/2025.

Beautiful jacket, but poor quality control and even worse customer service. What a pity.

I will be happy to update this review if the exchange process goes successfully and quickly.

Edit 2025-08-06: I received an answer today instructing me on how to proceed with the exchange (I actually returned the item already), with a 10% discount for the next order (valid for one month).

Edit 2025-09-03: finally the exchange jacket arrived today. This time buttons are not falling off (yet).

Overall it has been a bad experience, the 10% discount on next order feels like a joke.

I like the jacket but I doubt I’ll buy again from this brand.

Edit: 2025-09-10: aaand a button fell off from the new jacket! I have no words!

I would put zero stars if I could.

The Soeur Team was very kind to me and accepted my return, even when it was a day late. I will definitely remain a client and suggest it to all my friends.

Very helpful and polite. I just wish I’d waited a couple days to do my exchange because my correct size would’ve been available!

Very efficient

My questions were not answered. I made two attempts. I had one reply which felt like A.I. taking a guess. Really useless, but also annoying and insulting.

Swift, informative answer, kind tone.

Webshop very reliable, good quality goods and return policy if needed correct and friendly assistance via mail

So far we have been waiting over 10 days for our delivery and it still hasn’t left France ? This outfit is for an occaision . I m getting anxious

No help, 1st email 8 days ago and no solution found…. Useless and exasperating

Repeated cancellation of three orders despite successful authorisations from the bank:
- (Revolut & Mastercard, Windows PC)
- (Wise & Visa, Android phone)

Each payment was duly authorised by the bank but subsequently cancelled by Soeur the next day.

To date, I have not received any explanation or proposed remedy.

Quick and kind answer to delivery issues.

terrible costumer service. two orders of mine were lost due to the carrier and after almost 3 weeks i still got no information or refund. I love the brand but this was really unexpected and disappointing

If you have any reason to believe you might have to exchange or return your product then don't order from Souer. Their customer service people are rude and unhelpful and their ability to handle online orders is obviously not sophisticated. Wouldn't order from them again, it's a headache.

Fast reaction and very professional

Excellent customer service!

I contacted Soeur with a question about shoe sizing, and I received a prompt, helpful, and detailed response. The information was clear and made it much easier for me to choose the right size. I truly appreciate the professionalism and efficiency — thank you, Soeur!

Such fast response was amazing service.

They took a real effort to help me out with the usage of my hairpin I bought online.