Return Policy
At SoftyMousse, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we are here to assist you. Please read our return policy below for detailed instructions on how to return items.
1. Return Eligibility
You can return eligible items within 7 days of receiving your order. To be eligible for a return, the following conditions must be met:
- The item must be unused and in the same condition as when you received it.
- The item must have all original tags and packaging intact.
- Important: For hygiene reasons, items including panties, lingerie, and intimate apparel are non-refundable and cannot be returned or exchanged.
2. How to Initiate a Return
To start the return process, follow these simple steps:
- Contact Us: Email our customer service at support@softymousse.com. Provide your order number and the item(s) you wish to return.
- Return Authorization: We will review your request and provide you with a return authorization (RA) number, along with instructions on how to return the item.
- Pack the Item: Securely pack the item(s) you wish to return. Include a note with your order number and reason for the return. Write the RA number clearly on the package.
3. Shipping the Return
- Return Shipping: You will be responsible for the return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance for your return to ensure it arrives safely.
- Return Address: Send your return package to the address provided in your return authorization email.
4. Refund Process
Once we receive your returned item and confirm it meets our return eligibility requirements, we will process your refund. Here's what to expect:
- Refund Method: Refunds will be issued to the original payment method used during the purchase.
- Processing Time: Please allow up to 10 business days for the refund to appear in your account after we process it.
5. Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 7 days of receiving your order. We will arrange for a replacement or refund at no additional cost to you.
6. Final Sale Items
Please note that for hygiene reasons, all panties, lingerie, and intimate apparel are final sale and cannot be returned or exchanged.
7. Contact Us
If you have any questions or need assistance with your return, please reach out to us:
Thank you for shopping with SoftyMousse! We appreciate your business and are here to ensure you have a great shopping experience.
