Returns & exchanges

SOUCI returns are processed in the same discreet packaging your order arrived in — unbranded kraft box, sender alias of your choice, no carrier description identifying the contents. The full policy is below; if anything is unclear, write to [email protected].

What’s eligible

  • Unopened, sealed items — full refund within 30 days of delivery, including original shipping if the order was over $99.
  • Opened personal-care items — non-returnable for hygiene reasons, but defective items will be replaced free of charge.
  • Damaged on arrival — photograph the carton before opening and email the photo plus your order number to support; replacement ships same day.
  • Wrong item received — we cover the return label, you choose between exchange or refund.

How to start a return

  1. Sign in and visit Orders
  2. Click “Return” next to the eligible order
  3. Pick reason + items, choose refund or exchange
  4. Print the return label we email you (or request a paper copy at no extra cost)
  5. Drop the parcel at any carrier pickup point

Refund timing

Refunds land back on the original payment method within 5–10 business days of the warehouse receiving the parcel. If you paid with a stored payment method that’s since been removed, we issue a SOUCI store credit instead.

Exchanges

Exchanges ship as soon as the original item is scanned in transit (usually 1–2 days after dropoff) — you don’t have to wait for it to arrive at the warehouse.