Refund policy

At Soie Secret, we want you to love every product you receive. Because our products are body, hair and skin care, we follow strict hygiene standards. Please read our policy below.

1. Returns within 14 days

You can return or exchange any product within 14 days of delivery, as long as it is:

Unopened, unused and with its original seal intact
In its original packaging and in resalable condition
Returned with the order number or invoice

2. Opened or used products

For health and hygiene reasons, we cannot accept returns of products that have been opened, used, or had their seal removed — unless the product is defective, damaged or not what you ordered (see section 3).

3. Damaged, defective or wrong items

If your order arrives damaged, leaking, defective, or with a wrong item, contact us within 30 days of delivery (ideally within 48 hours) with your order number and clear photos of the product and packaging. We will replace the item or give you a full refund — and we cover all shipping costs.

4. Check your order on delivery

Please check the outer package in front of the courier before paying. If the package is visibly damaged, you may refuse it and contact us right away.

5. How to request a return or exchange

Message us on WhatsApp at 01040009055 with your order number, the product(s) you want to return, and the reason. We will confirm and arrange pickup.

6. Return shipping costs

Damaged, defective or wrong item: free — we cover shipping both ways.
Change of mind (unopened products): the return shipping fee is paid by the customer. The original delivery fee is non-refundable.

7. Refunds

Once we receive and inspect the returned product, we will process your refund within 7–14 working days:

Cash on Delivery orders: refunded by InstaPay, mobile wallet or bank transfer.
Card / online payments: refunded to the original payment method. Your bank may take extra days to show the amount.

8. Exchanges

You can exchange an unopened product for another product or size within 14 days. If the new item costs more, you pay the difference; if it costs less, we refund the difference.

9. Order cancellation

You can cancel your order free of charge before it is shipped by contacting us on WhatsApp. Orders refused on delivery without a valid reason may be charged the shipping fee, and future orders may require prepayment.