Frequently Asked Questions

Products

How can I find a product?

Browse our collections or use the search function to find the item you are looking for. Product details and available sizes are shown on each product page. If you need help choosing a size, please email us at contact@needesoie.com.

What should I do if an item is unavailable?

Availability is shown on the product page. If you have a question about an item, please contact us at contact@needesoie.com.

Orders

How do I place an order?

Choose your item and size, add it to your cart, and follow the checkout steps to enter your delivery and payment information. You can place an order as a guest; creating an account is not required. You will receive an order confirmation by email once your order has been placed.

Can I change or cancel my order?

Please email us as soon as possible at contact@needesoie.com with your order number. We will let you know whether a change or cancellation is still possible. Once an order has been prepared or shipped, it may no longer be possible to change or cancel it.

I did not receive an order confirmation. What should I do?

Please check your spam or junk folder first. If you still cannot find the email, contact us with the name and email address used at checkout.

Payment

Which payment methods do you accept?

The payment methods available for your order will be displayed at checkout.

Are customs duties and import fees included?

No. Any customs duties, import taxes, or other import charges assessed on your order are the customer’s responsibility and may be collected upon delivery.

Delivery

Where do you ship?

We currently ship to the United States only. Orders are shipped from China.

How long does delivery take?

Estimated delivery is generally 5–8 days from the date your order is placed. Depending on the order, preparation before dispatch may take additional time. Delivery may also be affected by customs processing, carrier delays, weather, or other circumstances outside our control.

How much does shipping cost?

Shipping charges are calculated at checkout. Free standard shipping is available on orders over the equivalent of $1,500. The applicable amount will be shown at checkout.

How can I track my order?

A tracking number will be provided after your order has been dispatched. Please contact us at contact@needesoie.com if you need help with tracking.

My package has not arrived. What should I do?

If your package has not arrived within 5 days after its estimated delivery date, please email us at contact@needesoie.com with your order number and tracking details.

What should I do if my package arrives damaged or contains the wrong item?

Please contact us within 48 hours of receiving your order. Include your order number and clear photos of the item and packaging so we can review the issue.

Returns and refunds

Can I return or exchange an item?

Eligible clothing, including shirts, dresses, and T-shirts, may be returned within 7 days of delivery. Items must be unworn, unwashed, with their original tags and original packaging. Please contact us before sending an item back. Refunds and exchanges are reviewed on a case-by-case basis under our Delivery and Returns Policy.

Which items cannot be returned?

For hygiene reasons, bedding, hair accessories, underwear, eye masks, and other personal-use items cannot be returned or refunded, unless they arrive defective or incorrect.

Can I exchange an item for a different size?

Size exchanges may be available, depending on the item and its condition. Please contact us before returning the item. We cover return shipping for approved size-related returns.

Who pays for return shipping?

We cover return shipping for approved size-related returns and for items that arrive defective or incorrect. For other return requests, please contact us first; we will confirm whether return shipping charges apply.

When will I receive my refund?

Once we receive and inspect your return, any approved refund will be issued to the original payment method within 14 days. Original shipping charges are not refunded, except where required by law.

Contact

How can I contact Née de Soie?

For questions about products, orders, delivery, or returns, email us at contact@needesoie.com. Please include your order number if your question concerns an existing order.