Frequently asked questions
Do I need to create an account to place an order?
You do not need to create an account to place an order. Having an account ensures you will be first to know about our new products and benefit from our special offers. Creating an account also allows you to access your order history, wish list and save your personal information to make checkout quicker and easier for future orders.
Will my personal details be secure? Can I access this information?
I have forgotten my password, what should I do?
You can reset your password by clicking the 'Forgot password?' link from the login page, then simply follow the instructions.
How do I unsubscribe from the newsletter?
If you have a customer account, log in to your customer account and go to the 'newsletter' tab, where you can change your preferences for receiving newsletters. You can also unsubscribe at the bottom of each newsletter by clicking on the 'click here to unsubscribe' link.
How do I know if my order has been processed? How can I track my order?
Following the checkout process and payment of your order, you will receive several emails:
1. The first will contain your order number and a summary of the items ordered or pre-ordered (with the estimated delivery date)
2. Subsequent emails will confirm that your order has been dispatched and contain links to track your parcel(s).
Can I change the delivery address?
It is not possible to change the delivery address once an order has been confirmed. Please be sure to provide the correct delivery address when ordering.
Can I modify my order after it has been confirmed?
For technical reasons, we are unable to change shipping address, sizes, colours, items or quantities in a confirmed order.
If your order has already left our warehouse, we will not be able to cancel it and recommend that you return it to us using the return note included with your order.
You have 30 days from the delivery date to return items purchased from our Sonia Rykiel site.
Can I have my order gift-wrapped?
When ordering from our Sonia Rykiel website, you will have the option to request gift wrapping and add a personal message for each item.
Even without gift wrapping, all products are wrapped in tissue paper.
Can I use vouchers and gift certificates?
We are currently working on a solution to be able to accept gift certificates on our website.
Which payment methods do you accept?
You can use your Visa, Mastercard, American Express, Diner's Club or Paypal account to pay for your purchases.How do you ensure that transactions are secure?
The security of your information is very important to us. Exchanges of information between the Sonia Rykiel website, the payment provider and the computer or device used to place your order are secured via a 128-bit SSL certificate. You can verify the presence of this protection by looking at the top of your screen, where you will see the HTTPS protocol at the beginning of the website's URL. Furthermore, your banking information is not stored on our servers.
What should I do if I was charged for an order but didn't receive a confirmation email?
We recommend that you contact us via the form available here, giving us as much information as possible about the order placed (date, email and contact details used, amount charged, etc.). We can then check the order history and fix the problem.
Where do you deliver?Via the Sonia Rykiel website, we deliver to all countries except the following:
Afghanistan, Algeria, American Samoa, Armenia, Azerbaijan, Bahamas, Belarus, Bouvet Island, British Indian Ocean Territory, Burundi, Cameroon, Cape Verde, Central African Republic, Comoros, Cook Islands, Cuba, Democratic Republic of Congo, Djibouti, Falkland Islands, Faroe Islands, French Polynesia, French Southern and Antarctic Lands, Georgia, Ghana, Greenland, Guam, Guinea, Guinea-Bissau, Haiti, Heard and McDonald Islands, India, Iran, Iraq, Ivory Coast, Kazakhstan, Kiribati, Kosovo, Kyrgyzstan, Lebanon, Liberia, Libya, Macedonia, Marshall Islands, Mauritania, Mayotte, Micronesia, Moldova, Montenegro, Myanmar, Namibia, Nauru, Nepal, New Caledonia, Niue, Norfolk Island, North Korea, Northern Mariana Islands, Palau, Pitcairn Islands, Russia, St. Helena, Ascension and Tristan da Cunha, Saint-Pierre and Miquelon, Samoa, São Tomé and Principe, Senegal, Sierra Leone, Solomon Islands, Somalia, South Sudan, Sudan, Suriname, Syria, Tajikistan, Tonga, Tunisia, Turkmenistan, Tuvalu, Ukraine, United States Minor Outlying Islands, Uzbekistan, Venezuela, Western Sahara, Yemen, Zimbabwe.
For any other country, please choose your delivery country here.
When you place your order, the transaction and shipping will be processed by Sonia Rykiel. The order total is guaranteed, including delivery costs, customs duties and applicable taxes which will be shown
If your country does not appear in the list, it means that Sonia Rykiel is not currently delivering to this destination. In this case, please contact Sonia Rykiel Customer Service to arrange a distance sale with a local partner, if possible.
When can I expect my order to be delivered?We cannot guarantee these timeframes in the event of unforeseen events such as bans on the movement of heavy goods vehicles, strikes, industrial action affecting order preparation and delivery services, customs detention and any other event considered as force majeure. However, a 30-day delivery period is guaranteed following receipt of the order confirmation email.
Belgium, Luxembourg, Netherlands, Germany:
Standard delivery: 2 - 3 working days; Express delivery: 1 - 2 working days
Standard delivery: 2 - 4 working days; Express delivery: 1 - 2 working days
Express delivery: 3 - 4 working days
Standard delivery: 2 - 5 working days; Express delivery: 1 - 2 working days
Greece, Sweden, Portugal, Bulgaria, Hungary, Denmark, Ireland, Croatia, Poland, Slovakia, Czech Republic, Latvia, Lithuania, Finland, Slovenia, Estonia
Standard delivery: 3 - 6 working days; Express delivery: 1 - 2 working days
Pre-ordered items are not eligible for express delivery.
All the timeframes given above should be considered in working days. There will be no deliveries on Saturdays, Sundays or public holidays. When calculating delivery times, public holidays, both in Belgium (where our warehouse is located) and in the delivery country, are not taken into account. Consequently, if the delivery timeframe includes one or more public holidays, the delivery time will be extended accordingly. The delivery timeframe begins when your order is confirmed.
For Express orders, next-day delivery is only possible for orders placed before 1pm (GMT). Orders placed after 1pm (GMT) will be delivered within 2 working days.
All of these timeframes should be taken as estimates.
In the event that it is impossible for us to meet the delivery time initially provided, we will inform you as soon as possible and provide a new estimated delivery time, and you will have the option to cancel your order if the total delivery period exceeds thirty (30) days. To cancel your order, you must email us at email@example.com. We will then refund your order and delivery costs if this 30-day period has been exceeded.
We will consider the goods delivered from the moment when the parcel has been received by the customer or when the delivery notification from the carrier has been received.
Express deliveries will be subject to a signature upon receipt of your parcel. Without a signature, the parcel will not be delivered to you. If you have not received your parcel within the above timeframes, we suggest that you check the delivery status of your parcel using the tracking number received with your order shipment confirmation. If you require further assistance, please contact our customer service team at customerservice @ soniarykiel.com or via the form available here.
If you make multiple purchases or pre-orders, your items may be packaged in multiple parcels.
As a result, your items may arrive over several deliveries. If this happens, we will do our best to keep you updated.
Please note that parcels will be sent to the address specified by you in your customer account. We will not be held responsible if that delivery address is incorrect or incomplete.
Pre-ordered items are not eligible for express delivery.
How much will my order from the Sonia Rykiel site cost to deliver?
- Standard delivery within Europe: free
- Express delivery within Europe (signed delivery): €15
- Express delivery to Australia, Canada, Saudi Arabia, UAE, Kuwait, Qatar, Republic of Korea, Japan, Brazil, Israel: €25
- Express delivery to Switzerland: 30 CHF
- Express delivery to Singapore: SG$40
- Express delivery to Hong Kong: HK$225
- Express delivery to Macau: MOP 230
- Express delivery to other countries: €40
How will I know if my order has been shipped?
Once your order is ready to be shipped, we will send you a shipping confirmation email with the tracking number and a link to the delivery company's website.
If you make multiple purchases or pre-orders, we may have to deliver your purchases to you in several parcels; in this case, you will receive an email.
Where are the orders shipped from?
All orders placed on the soniarykiel.com/eu website are shipped from Belgium. Returns must be made to that same destination with the exception of products delivered to the United states.
RETURNS AND EXCHANGES
What is your returns policy?
For instructions on how to return an item, please refer to the documents enclosed with your order. You have 30 days from the delivery date to return items purchased from our Sonia Rykiel site, and 14 days in case of purchase during sale period.
Items must not have been worn and must be in their original packaging with the labels still attached.
We will process your refund once we have received your parcel (for refund conditions concerning taxes and delivery costs, please see our terms and conditions of sale).
It can take up to 10 working days for the refund to be processed and credited to your account, depending on your bank.
We offer free returns for products purchased on our Sonia Rykiel website for the following destinations:
- Czech Republic
- United Kingdom
- United States
Returns must be made to that same destination with the exception of products delivered to the United Kingdom and United states.
How to prepare your return? Follow the steps below, it's easy!
For orders placed on the Sonia Rykiel website:
1- On the returns form enclosed with each parcel, enter the quantity and return reason code for each of the items being returned.
2- Enclose the completed returns form along with the products in their original packaging and condition.
3- Contact Customer Service to obtain a prepaid returns label.
To return any orders delivered outside Europe and the United States, please contact Customer Service.
Parcels can take a few weeks to be delivered to our warehouse in Belgium.
Some orders may include free products as part of a special offer. If the item(s) you are returning mean you are no longer eligible to receive a special offer, please also return the free products to us. If these products are not returned, the refund cannot be processed.
For any queries regarding returns, please contact the customer service team here: Customer Service.
Conditions for international orders (outside Europe and United States)
Taxes and customs duties
International taxes, customs duties and value-added tax (VAT) will be calculated in your order at checkout. They are based on the country of origin from which the goods are purchased or manufactured, and on the classification of the goods, in accordance with the system used by the countries in which Sonia Rykiel delivers.
In case of return of goods to our warehouse, transportation fees, taxes and duties must be fully paid ; failure to do so will result in your parcel being rejected by the General Administration of Belgian Customs.
Use the express carrier of your choice (such as Fedex, UPS, DHL…). Returns operated by local Post offices won't be processed.
Goods will be returned to Sonia Rykiel without any refund of taxes or delivery costs.
International orders are not eligible for:
- Free delivery
- Sonia Rykiel special offer gifts with orders
- Promotional codes
- Online purchase with in-store collection option
Other promotional restrictions may apply.
Please contact Customer Service if you have any further questions.
The maximum order value for an international delivery is 25,000 USD.
Cosmetics, hazardous materials, exotic furs and leather may be subject to international shipping restrictions.
How can I contact customer services or other Sonia Rykiel services?
For any customer service queries, or for any other Sonia Rykiel services, please use the contact form available here and select the subject of your query.