All your questions about SoPigalle order delivery and returns answered
Delivery
How much does shipping cost?
Shipping costs are calculated based on your delivery country and are automatically displayed when you enter your address.
Delivery is free in metropolitan France for purchases over €50 (to be confirmed — see note below).
What are my delivery options?
You can choose between standard home delivery (Colissimo), pickup at a relay point, or in-store pickup. This selection is made directly during checkout, at the "Shipping Method" step.
Which countries does SoPigalle deliver to?
We deliver to metropolitan France, overseas departments and territories, and all of Europe (including the United Kingdom and Switzerland).
How do I know if my order has been shipped?
As soon as your package leaves our Parisian workshop, you will receive a shipping confirmation email. If you have a customer account, you can also track your order status in the "My Orders" section of your "My Account" area.
My Order
Can I modify my order once it has been confirmed?
Once your order is confirmed, it is unfortunately no longer possible to make changes.
Can I add an item to an order I've already placed?
For logistical and preparation reasons, no additions are possible after order confirmation.
Can I cancel my order?
A confirmed order cannot be cancelled.
How do I track my order?
Your shipping confirmation email contains a tracking number, allowing you to track the delivery of your package in real-time on our carrier's website.
Processing Your Order
How is my order prepared?
Orders placed Monday to Friday:
Before 1 PM — Your order is prepared the same day by our team, with the utmost care taken with the discreet and elegant packaging.
After 2 PM — Your package is collected by our carrier between 2 PM and 2:30 PM. You will receive your tracking number by email shortly after.
Orders placed on the weekend (Friday 1 PM to Sunday):
Your order is processed starting Monday morning.
What happens next?
Once your package is entrusted to our carrier, the delivery time is their responsibility. It usually takes between 2 and 5 days, depending on your destination.
Guaranteed Discretion
What does "discreet shipping" mean?
Every SoPigalle order is shipped in neutral packaging, with no mention of the content or the website name. Nothing reveals the nature of your purchase.
This discretion also applies to your bank statement: card payments appear under a confidential label, without details about the nature of the purchase.
Note: the exact sender name appearing on the package and the bank statement label are yet to be defined with your logistics/payment provider — I can integrate them as soon as you provide them to me.
Returns
How do I return an order?
You have a withdrawal period of 14 days from the receipt of your order. To initiate a return, contact our customer service, who will guide you through the process.
Returned items must be new, unused, complete, and returned in their original packaging, with seals intact.
Exceptions to the right of withdrawal, for hygiene reasons:
- Sextoys, wellness products, and aphrodisiacs must not have been opened or used under any circumstances.
- Fetish accessories must not have been worn (trying on is tolerated, with the exception of underwear) and must be returned cleanly in their original packaging.
- Lingerie items cannot be returned or exchanged, in accordance with current regulations.
No used item can be returned or exchanged.
Return shipping costs are the responsibility of the customer, except in the case of a defective product.
What if a product is defective?
All SoPigalle items benefit from a one-year warranty. In case of a detected defect, contact our customer service, who will tell you what to do. After verification of the returned product, an exchange or credit will be offered. In this case, return shipping costs are covered by SoPigalle.
How long do I have to return my order?
You have 14 days from receipt to declare your wish to withdraw. After this period, no return or refund can be accepted.
How does the refund process work?
Your refund is processed after our team receives and verifies the returned item. Our customer service remains at your disposal throughout the process, until the refund is effective.
Return procedure, step by step:
- Contact our customer service to report your wish to return.
- A prepaid return label will be sent to you (Colissimo tracked).
- Carefully package the item in its original packaging.
- Drop off the package at a relay point or post office.
- The refund is made by credit card (original payment method) within a maximum of 14 days after processing the return.
Any claim for a missing or damaged item upon receipt must be reported within 48 hours.
For any further questions, our customer service remains at your disposal.