Refund policy
Return and Refund Policy
Last updated: 26.04.2026
At Soireeko, we want you to love what you ordered. If something arrives damaged, defective, wrong, or doesn't reach you at all, we're here to make it right. This policy explains exactly how.
Our refund-first approach
Many of our items ship directly from our partner warehouses around the world. Because of this, returning physical products is often slow, expensive, and environmentally wasteful. For the vast majority of issues, we'll issue a refund or send a free replacement without asking you to return the item. This saves you time and shipping hassle.
1. When you're eligible for a refund or replacement
You qualify for a full refund or free replacement if any of the following apply:
- Your item arrived damaged or broken in transit
- Your item is defective or not functioning as described
- You received the wrong product
- Your order never arrived after the standard delivery window
- The item is significantly different from its product description or photos
2. Time limits
To file a claim, please contact us at contact@soireeko.com:
- Within 14 days of delivery for damaged, defective, wrong, or misdescribed items
- Within 60 days of order date for non-arrived packages
After these windows we may not be able to help, but we'll always do our best.
3. What we need from you
To process your claim quickly, please send:
- Your order number
- A clear photo or short video showing the issue (for damaged, defective, or incorrect items)
- A brief description of the problem
For damaged glassware or fragile items, a photo of the original outer packaging is also helpful — it helps us hold our shipping partners accountable.
4. How refunds work
Once your claim is approved:
- Refunds are issued to your original payment method within 5–10 business days
- You'll receive an email confirmation when the refund is processed
- Your bank or card issuer may take an additional 2–5 business days to display the refund
- Replacements ship within 1–3 business days of approval and follow standard delivery times
5. You don't need to send the item back
In most cases of damage, defects, or wrong items, you do not need to return the product. Please dispose of broken glass and unsafe items responsibly, or keep usable components if you wish. We'd rather refund or replace than make you deal with return shipping.
6. Order cancellation before shipping
If you change your mind, contact us within 12 hours of placing your order and we'll do our best to cancel before it leaves the warehouse. Once an order has been processed by our supplier and a tracking number issued, it can no longer be cancelled — but it may still qualify for a refund under section 8 below.
7. Change of mind ("I just don't want it anymore")
Because our items ship directly from supplier warehouses, we do not generally accept returns for change-of-mind purchases on items that arrive in good condition.
Exception — EU and UK customers: under applicable consumer protection law (including the EU Consumer Rights Directive and the UK Consumer Contracts Regulations 2013), you have a statutory right to withdraw from your purchase within 14 days of receiving your order. To exercise this right, email us at contact@soireeko.com within the 14-day window. You will be responsible for return shipping costs unless the item is faulty, and the item must be unused and in its original packaging. A refund will be issued within 14 days of us receiving the returned item.
8. Items that cannot be refunded (except for damage or defect)
The following are non-refundable unless they arrive damaged, defective, or incorrect:
- Personalized or custom-engraved items
- Opened or used consumables (mixers, ingredients, edible products)
- Items marked "final sale" or "clearance"
- Gift cards
9. Lost or stolen packages
If your tracking shows your order as "delivered" but you haven't received it:
- Check with neighbors, your building reception, and your local carrier first
- Contact us within 7 days of the marked delivery date
- We'll open a carrier investigation and, where appropriate, issue a refund or replacement
10. Shipping delays
Standard delivery windows are listed on our [Shipping Policy] page. Delays caused by carriers, customs clearance, severe weather, or postal strikes are outside our control. However, if your package is more than 14 days past the latest estimated delivery date, contact us and we'll investigate or issue a refund.
11. International orders, customs, and duties
For international shipments, customs duties, import taxes, and brokerage fees (if any) are the responsibility of the customer. We cannot refund these charges if you refuse a parcel at customs. If a parcel is returned to us due to refusal or unpaid duties, we can refund the product cost minus original shipping fees.
12. Please contact us before filing a chargeback
We ask that you reach out to us before disputing a charge with your bank or card issuer. Almost every issue can be resolved within 24–48 hours by email — much faster than a chargeback investigation, which can take 60–90 days. We document all communication and may contest chargebacks filed without prior contact.
13. Contact us
For all return and refund questions:
- Email: contact@soireeko.com
- Response time: within 24 business hours
- Support hours: Monday–Friday, 09:00–17:00 CET
We read every message. Thank you for shopping with Soireeko.