Return, exchange and claim — windows and conditions

Every window starts on the delivery date shown on the tracking — except a parcel not received whose tracking has stopped, which starts on the order date.

The product does not suit you — 30 days

Cancellation, return or exchange.

• Sealed and unopened, in its original packaging, in perfect resale condition.
• Initial shipping costs are not refunded (they are refunded if you cancel before dispatch).
• Return costs are yours: 5 € in Credit Soft for an advisor.
• For an exchange, reshipping is yours: 8.50 € via GLS.
• Refund possible.

Damaged, not as described, wrong product received — 15 days

• A photo of the product and of the defect or damage.
• Return label provided by Soft Paris; reshipping paid by Soft Paris.
• Refund possible.
• A manufacturing defect on an intimate toy is covered for 24 months: see "Defective product — 24 months" below.

Missing product — 15 days

• Say what state the parcel was in: opened, damaged, or repacked by the carrier.
• A photo of the parcel and of its label.
• Reshipping paid by Soft Paris. Refund possible.

Parcel not received, tracking says "delivered" — 15 days

• 15 days at most from the delivery date shown on the tracking: contact us as soon as you can.
• First check the parcel was not left somewhere safe, in the garden or with a neighbour.
• A sworn statement signed by the addressee is required (customer service sends the template).
• The addressee's ID.

Parcel not received, tracking has stopped — 15 days

• Contact us as soon as you can if the parcel has not arrived and the tracking has not moved for 24 hours, and at the latest 15 days after the order date.
• Tell us if the parcel arrives in the meantime: tracking that has stopped does not always mean the parcel has.
• We wait 7 working days to see whether the parcel is delivered or the tracking starts again.
• After those 7 days: a sworn statement signed by the addressee is required, and the addressee's ID.

Defective product — 24 months

• Intimate toys only, manufacturing defects only.
• Return label and reshipping paid by Soft Paris.
• Refund possible up to 12 months after the order date; beyond that, an exchange is offered.

Your right of withdrawal

The law gives you fourteen days from delivery (article L221-18 of the French consumer code). Soft Paris goes further: 30 days, under the conditions above.

To start a return

From your account: Help & support › Open a request. Otherwise write to customer service from the Contact page. No return travels without approval: customer service sends you your return number (NR).