Your request concerns:

 

CUSTOMER ACCOUNT

How to create my account?

If you purchase an item on our eshop and you do not have an account yet, you will be invited to register. Your email address will be required and will used as your login.

Create your account, will allow you to:

- save your billing and shipping address, as well as your banking details for quicker payment.

- Have access to your order history, the status of current orders, the tracking of your parcel, and your list of favorite products.

- To receive newsletters from Soft et Yoga, to be aware of the latest fashion trends, product launches, special offers and exclusive offers on the website.

- To change your account settings, such as your username, your password or your addresses.

I forgot my password

Click on the link   forgotten password ?  and the email address of your Soft et yoga account. We will then send you a link allowing to reset your password.

 

I cannot access my account

If your email address or your password are not recognized, please make sure that you use the email address and password provided when creating your account.

If you cannot remember your password, click on the link  forgotten password ? and follow the password reset procedure.

If you are still unable to login, please contact our customer service team at contact@soft-et-yoga.com

 

I cannot create my account

Please make sure that the information entered meet the requirements, or that you do not already have a Soft et Yoga account with the email address used.

If you are still unable to create your account, please contact our customer service team at contact@soft-et-yoga.com

 

How to subscribe to the Soft et Yoga newsletters?

To do this, simply enter your email address in the Soft et yoga newsletter registration section at the bottom of the Soft et yoga website page.

 

How do I unsubscribe from the Soft et Yoga newsletters?

If you no longer wish to receive the Soft et Yoga newsletters, you can simply unsubscribe by clicking the unsubscribe link in all our e-mails or by logging into your Soft et Yoga account and going to the newsletters section.

Please note that unsubscribing from our newsletters may take up to 7 days to take effect.

If you change your mind, you can easily re-subscribe to our newsletter from your Soft et Yoga account.

 

How do I contact Soft et Yoga customer service?

If you need assistance, information, place your order over phone, or any other query related to your order, delivery or return, our customer service team is available Monday to Friday and from 9am to 6pm (Easter standard time).

You can contact us at contact@soft-et-yoga.com or  by calling following phone number: +33648414300 (international phone number).

 

ORDER

How to place an order on Soft et yoga website?

To place your order you simply select the items you wish to purchase, select the model of your choice, color and size, and then add them to your cart.

You can access and edit your cart at any time. The validity of your cart is of 15 days. After this time, you will have start again your shopping.

Once you have finished shopping, go back to your cart and click on "place order".

Once your order is finalized, you will receive a confirmation email. However, if you do not receive the confirmation email, please start by checking your inbox and your spam folder. If you cannot find the confirmation email, please contact our customer service team available Monday to Friday and from 9am to 6pm (Easter standard time).

You can contact us by mail at contact@soft-et-yoga.com or by calling the following phone number: +33648414300 (international phone number).

 

 How can I know the status of my order?

To know the status of your orders, please go on “My account” and click on “My orders”. You will be able to find the history of your orders and the current status of each of them.

 

How can I track the delivery of my order?

Once your order is shipped, you will receive an email confirmation along with your tracking number. On the selected carrier website, please enter your tracking number to find out what is the current status of your delivery.

However, if you do not receive this email, please start by checking your inbox and your spam folder. If you cannot find this email, please contact our customer service, available Monday to Friday from 9am to 6pm (Eastern stantard time). You can contact us by email at contact@soft-et-yoga.com or by calling the following phone number: +33648414300  (international phone number).

 

How to modify my order?

The modification of an order is only possible if the order has not been prepared nor shipped from our warehouse.

To do so, you must contact our customer service, available Monday to Friday and from 9am to 6pm (Easter standard time), by mail at contact@soft-et-yoga.comor by phone with the following phone number : +33648414300 (international phone number). For any modification request, please indicate your order number when contacting the customer service team.

 

How do I cancel my order?

In order to cancel your order, you must contact our customer service team, by mail at contact@soft-et-yoga.com or by calling the following phone number: +33648414300 (international phone number), stating your order number.

However, the cancellation of an order is only possible if the order has not been shipped from our warehouse.

In certain cases (unavailable product, payment error, wrong address ...) your order can be partially or completely canceled by our system. You will then be refunded for the cancelled items.

 

How to apply a promotional code to your shopping cart?

If you have a promotional code, simply fill in the dedicated space in your cart. Once your cart is validated, the promotion code will automatically be applied to your order.

 

PAYMENT

How is the payment secured?

Soft et Yoga guarantees total security of your online purchase. The website uses secure payment system of first order financial entities in e-commerce. Meaning your confidential payment data are directly transmitted encrypted (3D secured) to the financial entity. This is the most advanced and safe online technology for customers.

 

What are the accepted payment methods?

Please find below the main payment methods for The United Kingdom

Paypal, MasterCard, Visa, Maestro, American Express .

 

I am facing technical issues with the shopping cart or the payment process

If you experiencing technical issues during your online purchase, please contact our customer service team, available Monday to Friday from 9am to 6pm (Eastern standard time), by mail at contact@soft-et-yoga.com, or by calling the following phone number : +33648414300 (international phone number).

 

DELIVERY

 

Which are the available delivery areas?

The website « www.softetyoga.uk » allows deliveries in United Kingdom

What are the delivery methods?

Soft et Yoga  allows you to choose between the carriers below:

  CARRIER DELIVERY TIME
UNITED KINGDOM CHRONO RELAY POINTS D+4 to D+7
UNITED KINGDOM CHRONO CLASSIC D+3 to D+4

  * This cost is at your charge and is added to the total price of the purchased products.

What are the delivery times?

Any order placed on softetyoga.uk Website before 12AM CET/CEST during business days will be prepared and shipped the same day, provided payment was received as described in section 4 of this Agreement. 

After processing the order, Products will be shipped using the shipping method selected by the Customer, and will be delivered in accordance with the delivery time specified on the Website at the time the order was completed. Orders placed after 12AM CET/CEST will be processed the following business day.

Orders placed after 12AM CET/CEST on Friday, during weekend or holidays, will be shipped the following business day. Estimated delivery time is indicated for informational purposes only and will apply from the date the order is shipped.

 

PRODUCTS

What are the product specifications?

The essential characteristics of the articles are presented in each product page.

Please note that images, photos and colors of the products may vary from the actual colors under the influence of the internet browser on your display.

Our customer service team is at your disposal, Monday to Friday from 9am to 6pm (Eastern standard time), if you have specific questions, please contact them by mail at contact@soft-et-yoga.com or by calling the following phone number : +33648414300 (international phone number).

 

 

What is the availability of a product?

When you wish to order a product that is unavailable, we encourage you to return to our online store to check its availability, or contact our customer service at contact@soft-et-yoga.com

 

What should I do if my product is defective?

Please contact our customer service team, available Monday to Friday from 9am to 6pm (Eastern standard time), at contact@soft-et-yoga.comby mail or by phone at the following phone number : +33648414300 (international phone number). Please indicate precisely the identified defect(s) (preferably with photos).

 

What to do when a product is defective?

If you find that the ordered products are defective, please contact the customer service team, available Monday to Friday from 9am to 6pm (Eastern standard time), by mail at contact@soft-et-yoga.com or by phone with the following phone number: +33648414300 (international phone number). Please indicate precisely the identified defect(s), preferably accompanied by pictures.

We remind you that if an item has been worn it will not be refunded.

Upon receipt of your email, our quality department will conduct a first assessment and then guide you with further steps.

 

 

RETURNS, EXCHANGES & REFUNDS

What is our return policy?

You have a period of fifteen (15) calendar days (calendar days include Saturdays, Sundays and holidays) after the receipt date of your order to return the item(s) for an exchange, a partial or a full refund of your order except for gift boxes.

 

What is our exchange policy?

You have a period of fifteen (15) calendar days (calendar days include Saturdays, Sundays and holidays) after the receipt date of your order to exchange one or more products of your order (in the limit of available stocks).

For an exchange, please follow the returns terms and procedure described below.

 

How to return  my order?

·         You must request a return for each item before sending it

·         Log in to your client account .

·        

 

·         Select the order you want to make a return from, and then the item(s) you wish to return

·         Choose a refund or an exchange

·         An email with your completed returns ticket and instructions on what to do next will be sent to you

·         The returns ticket must be attached to the parcel containing the item(s) to return

·         If you have requested a refund: You will receive an email confirming your return has been processed. The bank account you used to make the payment will be automatically credited within a maximum of fourteen (14) days of the returned packet being received at the warehouse.

·         If you have requested an exchange: you will receive an email to let you know that your Banana Moon account has been credited. You can then carry out your exchange directly on the website SOFT ET YOGA. When it comes to payment, select the “pay using shop credit” box to use your credit.

·         If the exchange article costs more than your return you can pay the difference directly from your shopping basket

·         If the exchange article costs less than your return the difference will remain available on your account.

·         The items should be returned in their original state and in the packaging they came in. They should be labelled and complete (all accessories included). Any items returned incomplete, damaged, worn, soiled or washed will not be accepted.

·         If you received a promotional gift, please attach it to your return.

A return which would not meet these requirements will not be refunded.

 

What is the refund delay?

The returned item(s) will be refunded on the bank account used to pay for the order within a maximum of fourteen (14) days from its receipt by Soft et Yoga.

An email will be sent to confirm the reception of your parcel and its partial or full refund.

Important: It is your responsibility to keep all proof of return. Therefore, we recommend using a traceable and secure way back.

 

Are the return costs of my order free?

You are responsible for return and exchange shipping costs. In the event Soft et Yoga made a mistake when processing your order, we will be responsible for shipping costs. 

 

Are the shipping fees refunded?

The shipping fees charged when placing the order will be refunded only if the entire order is returned.

 

Is it possible to return an item purchased outside of Soft et Yoga website?

The products purchased on the official online store of Soft et Yoga cannot be exchanged or returned at  other outlets.

The products purchased at, other shops, or e-commerce retailers cannot be returned with the official online store of Soft et Yoga.

 

What to do when a product has been damaged during transportation?

If your product(s) have been damage during transportation, please contact the customer service team, available Monday to Friday from 9am to 6pm (Eastern standard time), by mail at contact@soft-et-yoga.com or by phone with the following phone number: +33648414300 (international phone number) with an explanatory note of the damages. Remember to include your order number and your contact information in the email.

 

How to return a gift order?

If you wish to return an order placed by a third party, please respect the return conditions indicated above. The order will be refunded to the account that made the purchase. For any questions, please contact our customer service team contact@soft-et-yoga.com