Questions/Answers

• 1- Click at the top right of the site on "Log in / Sign up"
• 2- Click on the button "Create an account"
• 3- Then enter your name, first name, email address and password
• 4- You can take the opportunity to subscribe to the newsletter
• 5- Your account is then created, you will receive a registration confirmation email on our site.

You can take advantage of it to complete your account by entering your address and thus:

• Save time during your orders
• Benefit from a 5% discount from €1000 in purchases over one year
• Get 15% off for your birthday
• Track all your orders
• Find your favorite product lists
• Update your details in your account
• Change your password
• Save multiple addresses (to send gifts for example!)
• Manage your subscriptions to our newsletters

Just click on "Forgot your password?" or go directly to the dedicated page via this link, then to enter your email address. A message will then be sent to you in order to reset your password.

Yes, the Souleiado online store offers the same collections as those available in stores and applies the same commercial policy. You will thus find the same selection of products online, under the same conditions as in our points of sale.

To find a product on the Souleiado site, you can use the main menu located at the top of the page, which allows you to access the different categories of products.

You can also use the search box, located at the top right of the website, to search by product type (dress, shirt, etc.), item name or other.

Finally, once on a product selection page, filters are available to refine your search by price, size, color, pattern or material.

Your orders are prepared and shipped within 48 hours (from Monday to Friday)

During busy periods (sales, Christmas for example) this delay can be slightly extended.

For full delivery details and pricing, go to our dedicated page

Placing an order on our site is very simple, here are the steps to follow:

1. 1- Select your items
   Add your favorites to the cart from the product sheet, or directly from the category pages by clicking on your size and on the "Add to cart" button.


2. 2- Validate your basket
   Go to your cart (top right), check your selection and click on the "Order" button.


3. 3- Identify yourself
   Log in to your customer account or create one (this step is necessary to validate the order).


4. 4- Finalize the purchase
   Validate the delivery steps until payment.


5. 5- Set your order
   Choose your secure payment method (credit card, PayPal or bank transfer).

We offer you several fully secure payment methods:

• 1- Bank Card (via CIC): The transaction is protected by the 3D Secure protocol (an authentication code will be requested by your bank).
• 2- PayPal
• 3- Bank transfer.

For more information on payments, we invite you to consult this page.

Yes, you can choose free delivery in the Souleiado store of your choice.

The delivery time of your order can be up to 7 working days. You will be notified as soon as your package is ready to be picked up in store.

Find the full list of our shops here.

You can track the status of your order in real time from your personal space:

1. 1- Log in to your account under "My Account".


2. 2- Go to the "My orders" section to view the status of your purchases:

• "Pending payment": Your payment has not been validated. You can try to finalize the order from your dashboard or renew your purchase.
• "Shipped": Your package has left our warehouse. You can track its progress on the Chronopost website thanks to the tracking number that was sent to you by email.
• "Delivery in store": Once your order has arrived at the chosen shop, take your invoice (available in your account) to collect your package.

To view the details of an order or download your invoice, simply click on the corresponding "View Order" link.

Need additional help? Find the contact details and opening hours of our shops here

Upon validation of your purchase, several elements confirm to you that your order has indeed been taken into account:

• 1- Confirmation email: You automatically receive a summary email as soon as your payment is accepted.
• 2- Customer area: Your order immediately appears in the "My orders" section of your Souleiado account with the status "In progress".
• 3- Shipping Email: A second email will be sent to you at the moment your package leaves our warehouse.

Note: If you do not receive the confirmation email within minutes of your purchase, we invite you to check your "Spam" folder.

If you have not yet received your package, we invite you to carry out the following checks:

• 1- Check the confirmation: Make sure you have received the order confirmation email after your payment.
• 2- Follow the routing: Check the status of your order in the "My orders" section of your account. If it is indicated as 'Shipped', obtain the tracking number to check its position on the Chronopost website.
• 3- Check your spam: Sometimes our follow-up emails slip into your spam.

If despite these checks you have no information, our customer service is at your disposal to help you:

• 1- By phone at 04.90.91.55.45
• 2- By email at service.client@souleiado.com

You have 15 days from the receipt of your package to change your mind.

Here is the procedure to follow:

1. Make your request online

• Log in to your account and go to the "My orders" section.
• Select the concerned order and click on the "Back" button.
• Fill out the form specifying: the item to be returned, the reason for the return and your choice (exchange, refund or credit).
• Click on "Submit request" to validate the step.

2. Validation and shipment

Once your request has been validated by our customer service, you will receive an email with a return label to print and stick on your package. Also remember to fill out the attached return form initially in your order and insert it inside the package.

Important notes:

• In-store delivery: If you have chosen store delivery, you must return your item to one of our Souleiado stores to effect your return.
• Customers abroad: For orders outside metropolitan France, the return costs are the responsibility of the customer. The products must be returned to us by your own means after validation of the request.
• Refund: Once the products have been checked, we will proceed with the refund (excluding shipping costs) within 14 days, either by a credit note or via the payment method used during the purchase.

Our team is at your disposal to assist you. If you have not found an answer to your question, you can contact us:

• 1- By email: to service.client@souleiado.com
• 2- By phone : at 04.90.91.55.45

Customer service is at your disposal from Monday to Friday, from 8:30 am to 12:00 pm and from 1:00 pm to 4:30 pm.

Cookies are small text files deposited and stored on your device (computer, tablet or smartphone) during your navigation on our site.

What are they for at Souleiado?

• 1- Memorize your navigation: They allow you to recognize your browser and report your previous visits to facilitate your navigation.
• 2- Personalize your experience: They are used to retain your preferences and adapt the services we offer you.
• 3- Ensure the proper functioning of the site: For example, they allow you to keep your items in memory in your cart while you continue your visit.

Are they unsafe for your privacy?

No, the cookies used by Souleiado do not allow you to be personally identified in a direct way and do not constitute a threat to your security. They are used exclusively to improve the interactivity and quality of our online customer service.

You have the option to configure your browser to accept or reject cookies.

Here is how to proceed for the most common browsers:

• 1- Google Chrome: Go to Settings > Privacy and security > Cookies and other site data.
• 2- Mozilla Firefox: Go to Settings > Privacy and security > Cookies and site data.
• 3- Safari (Mac/iPhone): Go to Settings > Safari > Privacy and security.
• 4- Microsoft Edge: Go to Settings > Cookies and site permissions.

Important note: If you choose to disable all cookies, your browsing on our store may be altered. Some essential features, such as remembering your shopping cart or logging into your customer account, may no longer work properly.

Web beacons (also known as "clear gifs" or "pixel tags") are small digital tools embedded on certain pages of our site. They allow us to better understand how our visitors interact with our content.

What are they for?

• 1- Measure attendance: Count the number of visitors on a specific page.
• 2- Improve your experience: Analyze the effectiveness of our navigation and offers to make the site more fluid and relevant.
• 3- Statistical indicators: Provide Souleiado and its technical partners with data on the performance of the site.

Respect for your privacy:

The information collected via these tags is strictly anonymous. They do not personally identify you, but only serve to establish overall attendance statistics in order to always better serve you.