Refund policy

Our 30-day return offer

Notify us within 30 calendar days of receiving the item you wish to return. For this voluntary offer, items must be unworn, unwashed, and in their original condition, with original tags and packaging. Trying an item on to check its fit is allowed, provided it is kept clean and undamaged.

After notifying us, send the item back within 14 calendar days. Your return is sent on time if you hand it to the carrier within that period. If different mandatory rules apply to your purchase, those rules take priority.

How to return an item

1. Email support@soera-store.com with your order number, the item you wish to return, and whether you prefer a refund, store credit, or an exchange. A reason can help us improve, but is optional for a change-of-mind return.
2. We will confirm the return details and help with any questions. Contacting us records your return request; approval from our team is not required to exercise a statutory right of withdrawal.
3. Pack the item securely and include a note with your name, order number, and email address. A printed return form is optional. Use a tracked service and keep your proof of postage.
4. Send the parcel to the return address provided by our support team. Please do not send returns to our registered office in Singapore.

Return instructions and postage costs

For a change-of-mind or fit return where we supplied the item ordered, you pay the return postage. International postage costs depend on your location, carrier, and parcel size; please check the cost with your carrier before sending the parcel.

If we supplied an incorrect item or the goods are defective, damaged, or otherwise do not conform to your order, SOERA covers the reasonable return costs required to resolve the issue. Contact us before arranging that return so we can provide a label or agree how those costs will be reimbursed. If a defect claim is confirmed after you have already sent the goods back, contact us with your postage receipt.

Please keep proof of dispatch. If a return is delayed or lost, contact us with the tracking details so we can review it. Any mandatory rights relating to proof of return or transit risk remain unaffected.

Refunds

For our voluntary 30-day offer, we aim to inspect the returned goods and issue an approved refund within 7 business days of receiving them. We will email you when the refund is issued or explain any issue that affects your return. This target does not extend a shorter statutory deadline.

Refunds are made to the original payment method unless you expressly agree to another method. Your payment provider may need additional time to post the refund; this is separate from SOERA issuing it. If the refund has not appeared, contact your payment provider and then contact us if you need further help.

For an eligible return of the entire order under our voluntary offer, we refund the price paid for the returned goods and any standard outbound delivery charge. Optional express-delivery upgrades are not refunded unless required by law or the return is due to our error. For a partial return, we refund the amount paid for the returned items, with discounts allocated to those items.

Exchanges and store credit

Size exchanges depend on stock availability. We will confirm any price difference or shipping charge before you agree to an exchange. If you choose store credit, we will tell you its value and any applicable conditions before you accept it. Neither option is required to obtain an eligible refund.

Defective, damaged, incorrect, or missing items

Please contact us as soon as you notice a problem and include your order number and a description. Photographs of the item and packaging can help us assess the issue; tell us if providing them is not possible. Keep the goods and packaging while we assess the claim, unless we advise otherwise.

Depending on the issue and the law that applies, remedies may include repair, replacement, a price reduction, or a refund. We will not require you to receive a second defective item before a refund can be considered. Reporting a problem after 30 days does not remove any statutory rights you may still have.

Statutory withdrawal for EU and UK customers

For eligible online purchases covered by EU or UK withdrawal rules, you can withdraw without giving a reason within 14 calendar days of delivery. For an order delivered in separate parcels, the statutory period generally begins when you receive the last goods in that order. Exceptions may apply to goods that are genuinely made to your specifications or clearly personalised, and to sealed goods that cannot be returned for health or hygiene reasons once unsealed.

To exercise this right, send us a clear statement by email or post before the period expires. You may use the optional notice below, but you do not have to. Send the goods back within 14 calendar days after notifying us.

We will reimburse the payments covered by your withdrawal, including the least expensive standard delivery charge for a full-order withdrawal, without undue delay and no later than 14 calendar days after you notify us. We may withhold reimbursement until we receive the goods or you provide evidence that you have sent them back, whichever happens first. Extra costs for a delivery upgrade need not be refunded. Refunds use your original payment method unless you expressly agree otherwise, without a refund fee.

You may inspect goods as you would in a shop. You are responsible only for any diminished value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning, where permitted by law. Missing original packaging does not automatically remove this statutory right.

The customer-paid postage rule above applies to change-of-mind withdrawals only where we have properly disclosed it. Statutory rights for faulty or incorrectly supplied goods remain separate from withdrawal and from our voluntary return offer.

Optional withdrawal notice

To: Reverie Brands PTE. LTD., 2 Venture Drive, #19-21, Vision Exchange, Singapore 608526; email: support@soera-store.com.

I/we give notice that I/we withdraw from the contract of sale of the following goods:
Goods and order number:
Ordered on / received on:
Customer name:
Customer address:
Signature (only if sent on paper):
Date:

Cancelling before dispatch

Contact us as soon as possible if you wish to stop an order before dispatch. See our Cancellations and pre-orders policy for the process. An inability to stop dispatch does not remove applicable withdrawal or return rights.

Nothing in this policy limits your mandatory consumer rights under the laws that apply to your purchase.

For help with a return, email support@soera-store.com.

Last updated: 9 October 2026