FAQ

My favorite item is sold out! Will it come back in stock?

If the style or size you are looking for is sold out, feel free to get in touch with us by WhatsApp or email. You can also sign up for our newsletter and be the first to know when one of our pieces is restocked.

My order is not going through! What's going on?

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. If the issue persists, please contact your credit card company to ensure there are no holds placed on your card.

When will my order ship?

Most orders ship within 2-3 business days of purchase unless a specific ship date is indicated on the product. Delivery times are provided solely as guidelines and are subject to change at any time. Orders placed during a launch will ship within 5 business days.

Oops! I need to change something on my order.

If you need to change or cancel your order, please contact us immediately at contact@shopsouvie.com. Include your order number and “Change to Order” in the message.

I just placed an order on shopsouvie.com, can I add something else?

We cannot add items to an existing order. Please place a new order for the item and contact us immediately at contact@shopsouvie.com. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order and will do our best to consolidate shipping all your items together.

Just ordered a new item but my order is taking longer than normal. Is there an issue?

Orders placed during new collection launches may take longer than usual to process and prepare to ship, due to high volume. We do our best to deliver within the delivery time indicated on each individual product and will inform you if we cannot meet the delivery date.

Where is my order confirmation?

As soon as your order ships, you should receive an email confirmation to the email address you entered on your order. If you did not receive an email, please check your junk folder and add contact@shopsouvie.com to your safe sender list.

How do I care for my products?

Our collection is plated in heavy 18k gold. Gold plated jewelry will naturally turn over time, to learn how to prolong the life of your piece please visit our Jewelry Care guide.

What warranty is offered with your products?

We offer you a 1 year plate warranty and for possible manufacturing defects.

This warranty is void if the jewelry piece has been damaged by accident, negligence, unauthorized service, or other factors not due to defects in materials or workmanship.

To maintain your jewelry in perfect condition, check our online Jewelry Care guide.