Frequently Asked Questions
Order & Payment
How do I place an order?
Select your items, add them to your cart, then confirm your delivery details and payment. You will receive a confirmation email within a few minutes.
What payment methods do you accept?
Credit card, Apple Pay and Google Pay, via a 100% secure payment (Shopify Payments). We do not store any banking data.
Do your prices include VAT?
Souluna operates under the VAT franchise scheme (Article 293 B of the French General Tax Code) — the note "VAT not applicable" appears on your invoices. The prices displayed are therefore the final prices.
Can I change or cancel my order after it has been confirmed?
Contact us promptly at info@soulunaparis.com — if the order has not yet been shipped, we will do our best to modify or cancel it.
Delivery
What are your preparation times?
Your orders are prepared and shipped within 1 to 3 business days after payment confirmation (the next business day for orders placed on a weekend or public holiday).
What are your rates and delivery times?
Metropolitan France
— Pickup point: €3.90 (free from €40), 3 to 5 business days
— Home delivery: €6.90 (free from €60), 2 to 3 business days
Europe (EU + UK):
€9.90 (free from €80), 3 to 5 business days
Asia, USA, rest of the world: €15.90 (Free from €150), 7 to 14 business days
Will I have to pay 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 are not determined by Souluna.
How do I track my order?
An email with your tracking number will be sent to you as soon as your package is shipped. You can reach us at 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 doesn't 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, unworn condition, in its original packaging. CLICK HERE TO FILL OUT THE FORM
Who pays for return shipping?
Return shipping costs are your responsibility, unless the return is due to a manufacturing defect.
Within what timeframe will I be reimbursed?
Within 14 days of receiving your return, via the same payment method used for 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 warranty of conformity for 2 years after delivery. This covers: a manufacturing defect (broken clasp upon receipt, a stone coming loose, plating peeling off abnormally early) or non-conformity with the description. Not covered: normal wear and tear, impact, mishandling, or use not in accordance with product instructions (for example, prolonged immersion of an item not advertised as water-resistant).
For any request, please contact us at info@soulunaparis.com with:
- clear photos or a video of the defect
- your order number
- a description of the circumstances (how long the jewelry has been worn, under what conditions)
We review each request individually. Depending on the case, we offer repair, replacement, or a refund for the product.
CLICK HERE TO FILL OUT THE FORM
Materials & Care
What are your pieces of jewelry made of?
Our pieces are the result of a rigorous selection process: 925 sterling silver, stainless steel (304 or 316L depending on the piece), 18K gold plating, or PVD coating. The exact material of each piece of jewelry is specified on its product page.
Is your jewelry waterproof?
Yes, our pieces are water-resistant and non-tarnishing—you can wear them every day, including in the shower. Some models may have specific recommendations.
⚠️ Water-resistant does not mean indestructible: avoid prolonged immersion (baths, swimming pools, the sea), repeated contact with chlorine or salt water, and dry your jewelry after exposure to water. Excessive use or failure to follow these precautions may accelerate wear on the plating and is not covered by the warranty.
Are your pieces of jewelry tested before they are put up for sale?
Yes — each piece is selected and tested for its durability before joining our collection
How do I care for my jewelry?
Avoid prolonged contact with perfumes, creams, and chemical products. Store your jewelry away from humidity and direct light when you are not wearing it, ideally in a pouch or a closed box.
contact
How can we reach you?
By email to info@soulunaparis.com — we will respond as soon as possible.