Return & Refund
Can I make an exchange online?
At the moment, exchanges are not available for online purchases made on the Sud Express website.If an item doesn’t suit you, simply return it from your customer account — you’ll receive a refund once the return is processed, and you can then place a
What is the return policy and process ?
Thank you for your order — we’re sorry it didn’t fully meet your expectations.Here’s how to easily return an item to Sud Express 👇. 1️⃣ Click the following link: Return request2️⃣ Enter your order number (starting with the letter S) and your email a
I received my order but it contains one or more damaged items.
Thank you for your order, and we’re truly sorry for this inconvenience 💫At Sud Express, we take great care in the design, manufacturing, and preparation of every product before shipment.If, despite our attention, you’ve received a damaged or defecti
I received my order, but one of the items is incorrect
Thank you for your order — we’re truly sorry for this mistake 💫Despite the great care we take when preparing each parcel, a mix-up may occasionally occur.Here’s how to help us resolve the issue quickly 👇. 1️⃣ Fill out the contact form and include:.
I haven’t received my refund — can you give me an update?
We’re sorry for the delay 💫Once your parcel has been dropped off, please allow 10 to 15 business days (excluding weekends and public holidays) for your return to be delivered, processed, and validated by our warehouse.Your refund is issued only afte
Are shipping fees refunded if I return my order?
That depends on the type of return 💫. If you return your entire order, the initial shipping fees will also be fully refunded, along with the items. In the case of a partial return (only some of the items), the shipping fees are not refunded, as deli
How will I be refunded?
Once your return has been received and processed by our logistics team, the refund is automatically issued to the bank account linked to the card used for your purchase. 💫. Even if you have changed your bank card or blocked it, your bank will redire
How long do I have to return an item?
In accordance with Article L.121-21 of the French Consumer Code, you have 15 days from the date of receipt of your order to exercise your right of withdrawal, without needing to provide a reason. 💫. The carrier’s postmark (La Poste or Mondial Relay)
Which pickup point can I use to return my order?
For any order delivered within mainland France, you can drop off your parcel at any Mondial Relay pickup point.👉 Find the full list of Mondial Relay locations on the official Mondial Relay website. For orders delivered via DHL, return shipping costs
How much are the return shipping costs?
Returns are free of charge for all orders delivered within mainland France, with no minimum purchase, when using the Mondial Relay carrier. 💫. If you choose to send your return via La Poste or another carrier of your choice, the shipping costs will
The amount charged doesn’t match my order total — why?
We’re sorry for any confusion 💫It may happen that one or more items from your order could not be shipped, despite our best efforts to ensure product availability.These items will not be sent later, and you will not be charged for them. When your ord
Are sale items refundable?
Yes 💫Any sale item purchased on the Sud Express website or ordered in-store can be refunded if the return meets our standard conditions. However, a sale item purchased directly in-store (not through an order) cannot be refunded.👉 In this case, a st