Faqs
FAQs
Orders & Payments
How long do refunds and replacements take?
- Replacements: Processed within 7 business days after approval. You will receive a tracking number within 7-12 business days.
- Refunds: Processed within 3-5 business days after approval. The exact timing depends on your payment provider.
How can I exchange an item?
We do not offer exchanges. However, if you experience an issue with your product, please contact us within 7 business days, and we’ll assist with a refund or replacement if necessary.
Can I return my package?
No, there is no need to return your item. If you have any issues, contact us, and we’ll offer a refund or replacement if appropriate. If you send an item back without our request, we will not be responsible for any loss.
What is your return policy?
Your satisfaction is our priority! If your product arrives damaged, defective, or incorrect, you can request a refund or replacement within 7 business days of delivery.
How do I place an order?
Ordering from Souvange is easy! Simply browse our collection, select your desired product, add it to your cart, and proceed to checkout. You’ll receive a confirmation email once your order is placed. Didn't receive your confirmation email? Check your spam/junk folder—just in case.
What payment methods do you accept?
We accept Visa, Mastercard, Discover, American Express, and PayPal (Coming soon).
Can I modify or cancel my order after placing it?
We process orders quickly to ensure timely shipping. If you need to modify or cancel your order, please contact us within 6 hours of placing it. After this timeframe, orders are processed and cannot be changed.
When will my card be charged?
Your card will be charged as soon as your order is successfully placed.
Can I place an order over the phone?
We currently do not offer phone assistance for placing orders. Please complete your purchase directly through our website.
Is there a cancellation fee?
If your order qualifies for cancellation, there is no cancellation fee.
Why was my payment declined?
Your payment may be declined due to incorrect card details, insufficient funds, or bank security measures. Since your bank does not share specific reasons with us, we recommend contacting them directly. You may also try using a different payment method.
What should I do if I see an unknown charge?
If you notice an unfamiliar charge, please:
- Check your Order Confirmation email for full details.
- Ask family or friends if they placed an order using your details.
- Contact your bank for further clarification.
- Reach out to support@souvange.com for prompt assistance.
What if I suspect fraudulent activity on my purchase?
We take fraud prevention seriously. If you receive any suspicious emails or messages related to your order, please contact our support team immediately.
How secure is my personal and payment information?
We follow strict security standards to protect your personal data. All transactions are processed via SSL encryption, ensuring your payment details are safe. Your credit card information is never stored on our servers.
Shipping & Delivery
Is express shipping available?
At this time, we only offer Standard Shipping for our products.
What should I do if my package is missing?
If tracking shows "Delivered," but you haven’t received your package:
- Check around your delivery area, including mailboxes.
- Review your Order Confirmation email for tracking status.
- Click the tracking link to find the local carrier responsible for final delivery.
- Contact the local carrier for further details.
- If you still can’t locate your package, contact support@souvange.com.
What should I do if my tracking number isn’t working?
Tracking numbers may take 3-5 business days to update. If your order hasn’t arrived after 30 business days (USA) or 45 business days (international), please contact our support team.
How can I track my package?
Once your order ships, you’ll receive a tracking number via email. If your order contains multiple items, each may have separate tracking details.
Do you ship to PO Boxes or Military APO/FPO addresses?
We ship to PO Boxes, but we currently do not ship to Military APO/FPO addresses.
Can I have my order delivered to multiple addresses?
We do not ship to multiple addresses for a single order. If you need delivery to different locations, please place separate orders.
How long does shipping take?
Shipping times vary depending on location:
- USA: 7-12 business days (free shipping)
- International: For more details, please refer to our Shipping Policy.
Do you offer free shipping?
Yes! We offer FREE shipping across the USA, with delivery in 7-12 business days (often sooner!).
How much does shipping cost?
Shipping costs vary based on location and the number of items purchased. To see exact shipping costs, add products to your cart, proceed to checkout, and enter your address. The shipping cost will be automatically updated.
Where do you ship to?
We currently ship to the USA and select international locations. If you’re unsure whether we deliver to your country, please contact us before placing an order.
Returns & Refunds
How long do refunds and replacements take?
- Replacements: Processed within 7 business days after approval. You will receive a tracking number within 7-12 business days.
- Refunds: Processed within 3-5 business days after approval. The exact timing depends on your payment provider.
How can I exchange an item?
We do not offer exchanges. However, if you experience an issue with your product, please contact us within 7 business days, and we’ll assist with a refund or replacement if necessary.
Can I return my package?
No, there is no need to return your item. If you have any issues, contact us, and we’ll offer a refund or replacement if appropriate. If you send an item back without our request, we will not be responsible for any loss.
What is your return policy?
Your satisfaction is our priority! If your product arrives damaged, defective, or incorrect, you can request a refund or replacement within 7 business days of delivery.
Discounts & Promotions
Do you offer first-time buyer discounts?
Yes! Sign up for our newsletter to receive an exclusive discount on your first order.
Can I use multiple promo codes on one order?
No, unless stated otherwise, only one promo code can be applied per order.
How do I use a promo code?
Enter your valid promo code at checkout before completing your order. The discount will be applied automatically.
Can I apply a promo code after my purchase is completed?
No, promo codes must be applied at checkout and cannot be added afterward.
Customer Support
How quickly do you respond to inquiries?
Most inquiries are answered within 24 hours on weekdays. Please allow extra time during weekends or holidays.
How do I contact customer support?
Our support team is available 24/7 via email at support@souvange.com. We typically respond within 24-48 hours.
Product & Quality Assurance
What if I receive a defective item?
If your product arrives damaged, defective, or incorrect, contact us with clear photos and videos, and we’ll issue a replacement or refund right away.
How do you ensure product quality?
We work with top-tier manufacturers to guarantee premium quality. Every item goes through strict quality control, including:
✔ A multi-step inspection process
✔ Durability and functionality checks
✔ Final verification before shipping