Frequently Asked Questions
Order & Payment
How to order
Select your items, add them to the cart, then confirm your shipping details and payment. You will receive a confirmation email within minutes.
What payment methods do you accept?
Quels modes de paiement acceptez-vous ?
Do your prices include VAT?
Souluna is exempt from VAT (Article 293 B of the General Tax Code ) — the phrase "VAT not applicable" appears on your invoices. The displayed prices are therefore the final prices.
After validation, can my order be modified or canceled?
Contact us quickly at info@soulunaparis.com — if the order has not yet been shipped, we will do our best to modify or cancel it.
Shipping
What is the time required for order preparation?
Your orders are prepared and shipped within 1 to 3 business days after payment is confirmed (the first subsequent business day for weekend or public holiday orders).
Quels sont vos tarifs et délais de livraison ?
PROCESSING & DELIVERY: Preparation within 1-2 business days.
FRANCE
Home delivery : €6.90 (free from €60) — 2 to 3 days
Pickup Point : €3.90 (free from €40) — 3 to 5 days
EUROPEL
Standard EU reason: €9.90 (free from €80) — 5 to 8 days
INTERNATIONAL
International delivery: €15.90 (free from €150) — 7 to 14 days
Follow-up by email upon dispatch.
Will I pay any customs fees?
For deliveries outside the European Union, customs duties and local taxes may apply upon receipt of your package. These fees are your responsibility and do not depend on Souluna.
How to track my order ?
An email with your tracking number is sent to you as soon as your package has been shipped. We can be reached through info@soulunaparis.com .
I haven’t received my order, what should I do?
Contact us at info@soulunaparis.com with your order number. We will immediately open a claim with the relevant carrier.
Returns & Warranty
Can I return an item that does not suit me?
Yes, you have 14 days from receipt to withdraw without justification. Write to us at info@soulunaparis.com with your order number. Apply the return conditions below.
What are the conditions for a return?
The item must be returned in its original condition, unworn, in its original packaging. CLICK HERE TO FILL OUT THE FORM
Who pays the return shipping costs?
The return shipping costs are your responsibility. Excluding returns due to a manufacturing issue.
What is the deadline for refunding?
Within 14 days of receiving your return, using the same payment method used to place the order. Contact us as soon as possible so that we can process your request as quickly as possible.
What happens if I receive a defective piece of jewelry?
You benefit from the legal guarantee of conformity for 2 years after delivery. Are covered: a manufacturing defect (clasp broken upon receipt, stone that detaches, plating that unusually peels early) or a non-compliance with the description. Are not covered: normal wear and tear, impact, mishandling, or use that does not comply with the product’s instructions (for example, prolonged immersion on a part not advertised as water-resistant).
Materials & Maintenance
What material are your jewelry made of?
Our pieces come from a rigorous selection: 925 silver, stainless steel (304 or 316L depending on the parts), 18K gold plated. The exact material of each jewel is specified on its product page.
Is your jewelry water resistant?
Yes, our parts are water-resistant and non-tarnishing—you can keep them daily, including shower time. Some models may have specific recommendations.
⚠️ Water resistant does not mean indestructible: avoid prolonged immersion (bath, pool, sea), repeated contact with chlorine or salt water, and dry your jewelry after exposure to water. Excessive use or use that does not comply with these precautions can accelerate the wear of the plating and is not covered by the warranty.
Are your jewelry tested before being put up for sale?
Yes—each part is selected and tested for durability before joining our collection
How do I take care of my jewelry?
Avoid prolonged contact with perfumes, creams and chemicals. Store your jewelry away from moisture and direct light when not in use, ideally in a closed pouch or box.
contact us
How to contact us ?
By email to info@soulunaparis.com—we will reply as soon as possible.