Frequently asked questions

You can absolutely exchange an item you received. However, we do not offer refunds. Sale items, as well as tea towels, tableware, and satin pillowcases, are final sale.

Earrings are considered final sale for hygiene reasons.

You have 30 days after purchase to contact us at info@boutiquesoha.com. The product must never have been worn or used. You must send the item back in the same condition and packaging as when you received it. We reserve the right to refuse an exchange if the product is not returned in its original condition.

To request an exchange, email us at info@boutiquesoha.com with the following information:

• Your name
• Your order number
• The product you want to exchange
• The product you want instead, or a store credit valid on our online shop

Return shipping is the customer’s responsibility, but Soha covers shipping for the replacement products. All exchange-related shipments are sent with a Canada Post stamp.

You can exchange regular-priced products, even with a promo code, as long as they meet our exchange policy. If the promo code has expired, you won’t be able to use it on the exchange, except for a ring-size exchange.

Don’t forget to review our exchange policies to make sure your request is valid.

We do not offer refunds. However, you can exchange your products within 30 days of purchase, no problem. Items must be in their original condition, with the original tags and pouches, just as they were shipped.

Don’t forget to review our exchange policies to make sure your request is valid.

To request an exchange, email us at info@boutiquesoha.com with the following information:

• Your name
• Your order number
• The products you want to exchange
• The products you want instead

We’ll let you know the next steps and the return address. Please note that return shipping is your responsibility, but we’ll cover shipping for the replacement products.

Once you’ve received your order confirmation, we can’t process a refund. However, if you want to cancel your order and it hasn’t shipped yet, we’ll be happy to offer store credit for a future purchase.

Please note that no promo code can be added once you’ve received your order confirmation. Missing a promotion can be disappointing, but the payment can’t be corrected. It’s your responsibility to review your cart before completing your purchase.

Also, if we launch surprise promotions and you placed an order the day before, we unfortunately can’t apply a price adjustment.

Promo codes can only be applied at checkout, on the payment page. Please note that only one promo code can be used per order. If you have several codes, you’ll need to choose the one that gives you the best discount.

If it still doesn’t work, please write to us at info@boutiquesoha.com.

Unfortunately, final-sale products can’t be exchanged. However, if the exchange is for a ring size and the size you want is in stock, we can process the exchange, with a $3.99 fee to ship the new size. If the desired size isn’t available, we won’t be able to accept the exchange.

We’re sorry this happened and we understand how frustrating it can be. We do everything we can to make sure every product arrives in perfect condition.

If you receive a damaged or defective item, contact us right away at info@boutiquesoha.com with a description of the issue and photos if possible. We’re committed to resolving it quickly with a solution that works for you.

At Soha, we firmly believe in the quality of our products and in building trust with our customers. That’s why we offer a 6-month warranty against all manufacturing defects from the date of purchase.

To use the warranty, you must keep the invoice number or the receipt from where you bought the product.

Please note that the warranty does not cover:

• Lost jewelry
• Normal wear of the plating*
• Materials exposed to chemicals (perfumes, lotions, cleaning products)
• Scratches
• Bent rings and earrings
• Broken chains (unless the issue is with the clasp)

The warranty also doesn’t cover headbands, because it’s hard to tell whether knots or braids have been altered by wear.

If we can repair your product, we’ll be happy to. Otherwise, we’ll send you a replacement. If that item is no longer available, we’ll add a store credit for the value of the product, valid on our online shop.

To proceed, just send us the defective product (ideally by regular mail to keep your costs down). We’ll share the address once we’ve confirmed the warranty is valid.

On our side, all warranty-related shipments are sent with a Canada Post stamp.

All orders ship within 1 to 4 business days, which means no orders ship on Saturday, Sunday, or holidays.

We do our best to ship every order within 24 hours for fast delivery. During promotions or peak periods, extra delays may apply.

If your order is urgent, let us know at info@boutiquesoha.com, and we’ll do everything we can to help.

We mainly use Canada Post and Purolator to ship our parcels. Depending on rates and regions, we may sometimes use other carriers.

If you have a preference for a specific carrier, feel free to let us know. Extra fees may apply depending on the option you choose

QUEBEC & ONTARIO
Shipping is $9.90, and free shipping is available on orders of $75 or more.

CANADA (OUTSIDE QUEBEC & ONTARIO)
Shipping is $16.90, and free shipping is available on orders of $200 or more.

CANADA (YUKON, NUNAVUT AND NORTHWEST TERRITORIES)
Shipping is $29.90. Free shipping is not available.

First, we recommend contacting the carrier directly with your tracking number and explaining the situation. They’ll be able to give you more information on the delivery status.

If the issue continues or you don’t get a satisfactory solution, contact us at info@boutiquesoha.com. We’ll do our best to help and find a solution that works.

When you place an order, it’s your responsibility to provide an accurate shipping address. If your order hasn’t shipped yet, contact us as soon as possible at info@boutiquesoha.com, and we’ll do our best to correct the address before it goes out.

If the parcel has already shipped, the address unfortunately can’t be changed. In that case, you can try contacting the carrier directly with your tracking number to see if they can intercept or redirect the parcel, but we can’t guarantee they’ll accept the change.

We won’t be able to reship the order if the address is wrong and the parcel isn’t returned to us. So please double-check your information before completing your purchase.

If the carrier returns the parcel to us, it can be sent out again. In that case, reshipping fees based on your region will apply for the new shipment. These fees apply even if you received free shipping on the original purchase.

If these fees aren’t paid, your order will stay on hold for 30 days. After that, a store credit for the value of your order, valid on our online shop, will be added to your account.

If you don’t pick up your parcel from the carrier, it will be returned to us. In that case, reshipping fees based on your region will apply for a new shipment.

If these fees aren’t paid, your order will stay on hold for 30 days. After that, a store credit for the value of your order, valid on our online shop, will be added to your account.

No refund will be offered if you choose not to pick up your order.

If you have questions about your order status, don’t hesitate to contact the carrier directly.

You have 72 hours after your order is delivered to contact us about any issue with your order.

NOTE IMPORTANTE CONCERNANT LES FRAIS DE DOUANE ET LES TAXES

Au 1er juillet 2026, l’Union européenne (UE) a supprimé l’exonération des droits de douane pour les importations de faible valeur. Ainsi, les marchandises d'une valeur intrinsèque inférieure ou égale à 150 EUR ne peuvent plus entrer dans l'Union européenne sans être soumises aux droits de douane. Toutes les importations commerciales vers l’Union européenne sont donc maintenant soumises aux droits de douane, quelle que soit leur valeur. Nous souhaitons donc vous informer, avant de finaliser votre achat, que vous devrez payer des frais de douane pour récupérer votre colis.

Toute taxe pouvant être réclamée par le pays de destination est aux frais du client, car nous n'avons malheureusement aucun contrôle sur le montant facturé.

Pour toutes questions supplémentaires, n'hésitez pas à nous contacter!

Wrap a string around your finger. Use a ruler to measure the length of the string that was around your finger to get the circumference. If you’re between two sizes, go with the larger one.

Our products can be exchanged within 30 days of purchase, except final-sale items. To request an exchange, you must keep the invoice number, and the order must have been placed through our online shop or at a Soha event.

If you’re unsure about the size, feel free to contact us before buying so we can help you choose.

At Soha, we stand by the quality of our materials. We mainly use sterling silver 925 with rhodium, a metal that acts as an anti-tarnish layer, stainless steel, and vermeil.

Our jewelry can be worn in water without a problem. We do recommend being careful with vermeil rings: it’s best to avoid perfume, chemicals, and water to protect the gold finish. The ring won’t rust, but it can wear slightly and turn silvery over time if these precautions aren’t followed.

Want to sell Soha jewelry and hair accessories? It’s simple! To become a retailer, just email us at info@boutiquesoha.com with the following information:

• Your name
• Company name
• Email
• Location
• Website (if applicable)
• Type of business

We’ll be happy to get in touch and talk about partnership opportunities!