Please contact the shop first. You have 30 days (goodwill return period) to return your item.
Last updated: 20 October 2026.
Contact us first
Before sending anything back, write to the shop at info@sonielparis.fr. Include your order number, the item (name and size), and whether you would like a refund or an exchange. We will give you the return address and instructions. Do not send anything before we reply.
The time limit
You have 30 days from the day you (or your nominated person) receive the parcel to contact us and return the item.
Your statutory right to cancel within 14 days remains fully applicable, without giving a reason. A clear sentence by email is enough: “I am cancelling order no. …”.
In a nutshell
You receive it. You try it on at home. If it is not the right item, contact the shop first. You have 30 days to return it.
Return conditions
The conditions below do not limit your statutory right to cancel or any guarantees that apply to defective or non-conforming products.
- Item not worn other than for a brief try-on at home.
- Not washed or perfumed, and free from the smell of tobacco.
- Original labels still attached.
- Original packaging where possible, or an equivalent sturdy box.
Exclusions
- Item worn out and about, stained, misshapen or with its label cut off — unless defective.
- Unsealed underwear and hygiene items, if the shop ever offers them.
- Item personalised at your request (unless defective).
- Parcel returned cash on delivery or without an order number.
Sale items are subject to the same rules. A promotion does not remove your statutory rights.
How to do it, step by step
- Contact the shop first at info@sonielparis.fr, within 30 days of receiving your parcel. Include your order number, the item (name + size), and whether you would like a refund or an exchange.
- Wait for our reply: we will give you the exact address and instructions. Do not assume that the business address or the sender’s address is the return address.
- Pack the item as it was packed when it arrived. Include a note with your name and order number.
- We recommend using a tracked service. Keep proof of postage that identifies the return until you receive your refund.
- We will check the item when it arrives and then issue a refund within 14 days to the original payment method.
Returning part of an order
This is possible. Return only the items concerned, after contacting us. How the original delivery costs are handled depends on the reason for and scope of the return. If you exercise your statutory right to cancel the entire order, the standard delivery costs paid will be refunded under the conditions set out by law.
Who pays for the return
You are responsible for the return costs, unless Soniel Paris agrees to cover them. If you exercise your statutory right to cancel, you are only responsible for these costs if you were informed of them before purchase. The carrier must be able to deliver to the return address provided; an international return may cost more.
We cover everything (return costs + item) if:
- the item is defective;
- we sent the wrong size or the wrong style;
- the parcel arrived damaged; photos may help us assess your request.
Exchange
The same 30-day time limit and item condition apply. Contact us first and tell us the size or style you want. If it is in stock, we will send it after receiving your return — or beforehand, if we can. Any price difference must be settled before the new item is sent.
Refunds, in detail
- The price of the item will be refunded to your bank card, PayPal or Apple Pay, depending on the original payment method.
- No shop credit will be issued unless you ask for it.
- Standard delivery costs paid will be refunded where required by law, particularly if you cancel the entire order. Any extra costs for a more expensive delivery method chosen by the customer will not necessarily be refunded.
- For statutory cancellation, the 14-day refund period starts when you notify us. We may defer the refund until we have received the goods or you have provided proof of having sent them back, whichever happens first.
- The time it takes for the refund to appear will then depend on your payment provider.
Refused, unclaimed or lost parcels
- Refused on delivery — refusing delivery alone does not count as a notice of cancellation. Clearly inform us of your decision. Statutory rules on refunds and costs apply when you exercise your right to cancel; no fixed penalty will be added.
- Unclaimed — contact us to check whether the parcel has been returned and confirm the status of your order. Your statutory rights remain applicable.
- Lost or damaged on the way to you — write to us. Send photos if the box is damaged. We will open a case.
- Lost on the way back — provide proof of postage that identifies the return. Tracking is recommended, but not having it is not, by itself, enough to remove your statutory rights.
Cancel before delivery
See the cancellation policy. You can notify us that you are cancelling without waiting for the parcel to arrive, even if the shipment can no longer be stopped.
Statutory right to cancel
For goods covered by this right, you can cancel without giving a reason from the moment the contract is concluded until the end of the statutory period of 14 days after receiving the goods. For an order delivered in several instalments, the period starts when you receive the last item. The statutory rules for calculating and extending the period continue to apply.
Notify us of your decision by making a clear statement, in particular by emailing info@sonielparis.fr. You must then send the goods back without undue delay and no later than 14 days after notifying us.
Your refund is due without undue delay and no later than 14 days after notification. For goods, we may defer it until we have received them or you have provided proof of having sent them back, whichever happens first. If you cancel the entire order, the refund includes the standard delivery costs paid, but not the extra cost of a more expensive delivery method you chose. The same payment method will be used unless you expressly agree to another method at no extra cost.
You are responsible for the direct costs of returning the goods if you were informed of this before purchase, unless Soniel Paris agrees to cover them. The amount depends in particular on the carrier and the country of destination for the return; an international return may cost more. Costs necessary to bring a defective product into conformity are not covered by this rule.
You may try on a garment as you would in a shop. Labelling or packaging conditions do not remove your statutory right; you may only be liable for any diminished value resulting from handling beyond what is necessary to check the goods, under the conditions set out by law. Statutory exclusions, including personalised goods or certain sealed goods that cannot be returned for hygiene reasons once unsealed, continue to apply.
Defective or non-conforming product
Statutory guarantees are separate from the 30-day goodwill return period and the right to cancel. The statutory guarantee of conformity covers relevant defects that appear within two years of delivery, in accordance with applicable legislation. Soniel Paris remains your point of contact as the seller.
Contact us first and describe the problem. Photos may help us assess it, but are not the only evidence we will accept. Not reporting the issue immediately does not remove your statutory rights. Bringing the product into conformity will be free of charge to you, including any necessary return costs. Repair or replacement and, in cases provided for by law, a price reduction or refund will apply. Your rights concerning hidden defects are also preserved.
Contact us
Email: info@sonielparis.fr
Telephone: +352 621 780 372
Delivery times: shipping policy.