Frequently asked questions

I have forgotten my password, what do I do?

Don't worry, your account is safe. When trying to log in to the web, click on "Recover password". You will be asked to enter the email with which you registered and, after clicking "Continue", you will receive your new password in that email.

 

Do I need to create an account to place an order or can I shop as a guest?

Yes, when you go to make the purchase you will find the possibility to enter your account or continue as a guest, although you will have to provide your email.

 

What steps do I have to follow to make an online purchase?

The process is simple. You have to search for the product you want on the web. Next, fill in all the product characteristics (sizes, color, model, etc.) in the drop-downs and add it to your cart.

When you have added all the products you want to buy, proceed to the checkout from the cart tab. From here you will have to fill in the shipping information and payment method as they are required.

 

Is my information private and secure?

Your data is completely private and we will only use it for your benefit, sending you news if you have accepted it. You can unsubscribe from this service at any time. You have more information in our privacy and data processing policy.

 

The product I'm looking for is out of stock, will there be replacements?

At Soie, we champion the mindful production by producing a limited quantity of only 10 units per garment, we exemplify our dedication to waste reduction and responsible consumption and, therefore, we do not make replacements at the moment.

In case this changes, to stay informed of all launches and orders back in stock, subscribe to our newsletter and stay tuned to our social networks.

 

How can I check that my order has been registered correctly?

After placing the order you will receive an email with the order confirmation. In addition, from your account on the page you can see the status of your shipments and the tracking number of the same.

 

Any questions?

You can contact us through our contact page or via email info@soie.es. We will be happy to assist you!

 

Can I cancel my order? How do I do it?

Orders are processed every business day at 13:00 hours. Therefore, orders placed before that time or the previous afternoon may be cancelled by sending an email to info@soie.es. We will send you an email confirmation with the result of your request. Do not forget to include all the information we may need to expedite your order.

 

Can I change the delivery address?

Orders are processed every business day at 13:00 hours. Therefore, orders placed before that time or the previous afternoon may be cancelled by sending an email to info@soie.es. We will send you an email confirmation with the result of your request. Do not forget to include all the information we may need to expedite your order.

 

Can I add more products to an order?

Orders are processed every business day at 13:00 hours. Therefore, orders placed before that time or the previous afternoon may be cancelled by sending an email to info@soie.es. We will send you an email confirmation with the result of your request. Do not forget to include all the information we may need to complete your order.

You just have to send us the order numbers by email to info@soie.es and we will refund the corresponding shipping costs.

 

How can I check the items that are currently in stock?

Find the product you want on the web and select all the required details in terms of model, color and sizes. If it is available, it will let you add it to the cart and, if there is no stock, it will appear as "out of stock", thus preventing you from adding it.

Don't worry, soon we will enable an option for you to let us know that you want it by clicking on “I need it!! Let me know when it is available”. Although this does not imply a reservation, we will notify you as soon as we have stock again.

 

Can I request an invoice?

YES! Send us an email with your billing information to info@soie.es and we will send it to you by email.

 

I am finalizing my order, why does one or more of my products appear as out of stock if you have allowed me to add them to the cart?

Sorry, it is not very normal for this to happen, but it can happen. The cart does not imply a reservation and it is possible that another customer has gone ahead, leaving that product out of stock.

You must remove it from the cart to be able to finalize the order of the rest of the items. Soon we will enable an option of “I need it!! Let me know when it is available” to let us know you want it and we'll let you know when it's back in stock.

 

How can i make a complaint?

If you need to make a complaint, please send an email to our Customer Service or send us an email to this email address info@soie.es including details of your complaint. We will contact you as soon as possible to resolve the issue.

We would also like to inform you of the existence of a European Union Online Dispute Resolution Platform which you can access via the following link:

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main. home2.show&lng=EN

  • Mindful production

    At Soie, we champion the Make-to-Order and Pre-Order models. By producing a limited quantity of only 10 units per garment, we exemplify our dedication to waste reduction and responsible consumption, while elevating your unique style.

  • Vegan virtue

    We craft items that stand as a testament to cruelty-free design. Our vegan products are meticulously created without the use of animal-derived materials, from wool to silk, leather to exotic furs. Each piece radiates compassion for animals and the planet.

  • Eco-chic unveiled

    Every order arrives as an embodiment of sustainable luxury, nestled within biodegradable packaging. Our eco-conscious packaging ensures that your experience aligns seamlessly with your values, reflecting both style and environmental mindfulness.

  • Resource consciousness

    Our products epitomize the synergy between creativity and natural resource preservation. By minimizing the consumption of natural resources during production, we empower you to make choices that are both stylish and eco-aware.

  • Artisanal excellence

    We celebrate timelessness and quality through partnerships with artisans registered in local craftsmanship records. Every Soie piece reflects the legacy of expert craftsmanship, delivering garments that transcend trends and endure with grace.

  • Female empowerment unleashed

    Soie proudly stands as a brand founded and led by women. This empowerment extends beyond our designs, creating a ripple effect that celebrates diversity, inclusivity, and the strength that comes from unity.

  • Charitable purposes

    Each purchase carries a touch of benevolence. Our commitment to charitable purposes ensures that specific items are created with the intention to donate proceeds to organizations making a positive impact on society.

  • Labor conditions and local legacy for ethical production

    We take pride in producing our products in Vietnam, supporting local designers and producers, while maintaining excellent long-term working conditions and safeguarding the rights and well-being of our employees. This commitment entails promoting employee well-being and achieving a balance between work and personal life, investing in skill development, thereby enhancing employability, and implementing innovation and digital transformation within our business operations. We strive to foster employee engagement, combat illegal employment practices, and reduce disparities in opportunities.