About Products

.Can I receive a catalogue?
  1. We do not offer catalogues. Our products are available to view online only. The products supplied on our website are the most current ones, and it is easy to scan through the categories for your favorite charms.
.What is 925 sterling silver?
  1. To make silver durable enough for use in jewelry, pure silver, which has a .999 (99.9%) purity, is often alloyed with small quantities of copper (7.5%). The copper is added to strengthen the silver, and the resulting product is referred to as .925 sterling silver (92.5%).
  2. Watch Maintenance Tips: Like everything in life, watches endure a significant amount of wear and tear over time. You can wear our Soufeel watch for a much longer time as long as you take proper care of it. We have some helpful tips on keeping your timepiece in excellent condition.
.Watch Maintenance Tips:
1. Special Care on Watch:
Shocks:
- Avoid strong shocks such as dropping on hard surfaces as a watch is a sensitive precision instrument.
Water resistance:
- Water resistant to 30 meters (3 ATM). Suitable for everyday use. Splash/rain resistant. Not suitable for showering, bathing, swimming, snorkelling, water related work and fishing.
- Do not put a water resistant watch in water while the crown is pulled out. Do not turn or pull out the crown when the watch is wet.
- Even if a watch is water resistant, avoid placing it directly under running water from a faucet. The water pressure from a faucet is sufficient to result in moisture penetration inside the watch.
- The water resistance of a watch is not permanently guaranteed. It is affected by the ageing of gaskets or deformation of watch parts due to an accidental shock.
- To preserve it’s water resistance as long as possible, wipe off moisture, sweat or dirt with a soft, dry cloth after removing it from the wrist.
Bath or sauna:
- Do not wear the watch while taking a bath or a sauna. Steam, soap or some components of a hot spring may accelerate the deterioration of water resistance performance.
Temperature Extremes:
- The function of the watch is affected by extreme temperature and by extreme changes in temperature.
Chemicals:
- Do not use solvents or chemicals (i.e. benzine, thinner, bleach) for cleaning a watch. This may cause a chemical reaction and result in deterioration of the watch or a change in the color of the case, band or strap.
Magnetism:
- Watches can be adversely affected by magnetism and may gain or lose time. It is important not to leave a watch close to magnetic objects for a long periods. In particular, cell phones, television and PC speakers, handbag clasps, hair-driers, electric razors, magnetic parts of refrigerators are all magnetic.
Crown:
- Turn the crown from time to time in order to prevent corrosion of the crown and maintain the flexibility of the gasket.
2. Cleaning:
Leather band:
Wipe off moisture, sweat or dirt with a soft cloth after removing it from the wrist to increase the durability of the case back, gaskets and band. Do not expose your watch to sunlight for extended periods (eg. on a car dashboard) since this may lead to discoloration/transformation/breakage of your watch’s leather strap.
Metal band:
Simply wipe off moisture, sweat or dirt with a soft cloth to prevent rust. Apply neutral detergent (mixed with some water) to metal bands when stains on the surface are noticeable during washing. For deep seated dirt and stains, use a toothbrush to remove the dirt accumulation or stain in the gaps of the band segments . Wrap the watch head from moisture entering the watch by a protective wrapping like a plastic wrap etc. Take special care to wipe the gaps of the band segments with a dry cloth or towel thoroughly.
Nylon bands:
Remove the nylon bands from the watch on both ends, and remember to save the small bars.
Fill a small bowl with water. Add a small amount of laundry detergent and mix it. Put the dirty nylon bands into the water and let them soak for a few hours. Dip the toothbrush in a small amount of baking powder for extra cleaning power.
Re-attach the dry band by inserting the spring bar into the case-end into the dry watch bands. Insert one end of the spring bar into the case lug. Manipulate the pin to line up with the other end of the pinhole on the other side of the watch case. Use a small screwdriver to do so, if needed.

.Silver Jewellery Maintenance Tips:
  1. Polish your silver jewelry regularly using non-abrasive soft cleaning cloth, or with lukewarm water, gently brush it clean and then rinse it in clean water.
  2. To remove caked-on dirt, let it soak for 10 minutes in lukewarm, soapy water, gently brush it clean, then rinse in clean water. For a shinier surface, polish with a cloth and cleaning solution.
  3. Do not expose jewelry to chemicals. Silver is detailed through oxidation. Exposure to harsh chemicals can alter the appearance of your Soufeel product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Oxidized silver and pearls are easily damaged.
  4. When not using your jewelry, avoid exposing it to direct sunlight as well as harsh substances like chlorine. Store them in a cool, dry place, a zip-lock bag, or an individual cloth pouch to help prevent both tarnishing and scratching.
.Will Soufeel charms fit other major brands’ bracelets?

All of our beads and charms fit all major brands’ bracelets, however, our stoppers and safety chains will not as these items contain a silicone rubber insert that is not compatible with other bracelets’ screw mechanism. Our charms have a mounting hole that is 4.5 to 5.5 mm in diameter, our charms will fit any bracelet thinner than that. Please note that different products may vary in size due to design or function. Please refer to the specific product information.

.What is stamped on the charm?
The beads are stamped with the SOUFEEL logo and the 925 designation on them.
.What materials are your products made from?
All our standard beads and charms are made of 100% 925 sterling silver. Since there are a lot of items featured, so they are made of different materials, such as 925 Sterling Silver, 14K Gold plated, Rose Gold, 18K real gold, or Swarovski Crystals or diamonds embedded. Generally speaking, you can identify the material from the items’ “TITLE” or “MATERIAL AND DETAILS”. If you need further assistance, please contact us via [email protected]

Shipping & Delivery

.How can I track my order?

You will receive a tracking number by email once the order is sent out, you will be able to track the order status in the top right corner of any Soufeel page by clicking “TRACK MY ORDER”.

To track your order:
- Go to http://www.soufeel.com/trackorder/
- Enter the email used to place your order, then click “Check”
- Click the yellow “Track” button for more detailed information.

.What should I do if my order tracking information is not updated?

This means that the tracking information hasn’t been updated in the online tracking system in time, though the actual order status may have already been updated. Please try again later to see if the information has been updated. If there is no movement within a week, please feel free to contact our customer service via live chat or by submitting a support ticket for assistance.

.Do you ship worldwide?

Yes! If your country is not listed, please feel free to contact us. Please note that we are not responsible for any local taxes or customs fees that might be imposed by your country.

.Are there any customs fees?

You will not be charged any customs fees by selecting our flat mail rate. However, by choosing express shipping, you may be charged customs fees due to strict customs inspections. Please note: We will only pay for the customs fees generated by flat mail. If you select express shipping, you will be charged for any customs fees.

.Exchange & Return
We're confident in the quality of Soufeel fine jewellery. No purchase at Soufeel is complete unless you are completely satisfied. Our 90-day money back guarantee gives you time to make sure you are completely satisfied with your purchase.
Below are detailed instructions on how to process a return or exchange. The policy begins from the date of purchase. Please see whether either of these pertain to you, and if the item(s) are covered by our 90 Days Return Policy.
1. The 90-day FULL COVERAGE Return/Exchange Policy applies to the following conditions:
·We sent the wrong order or item(s), you received broken items, or the quality of the product you received is poor/defective.
· You received the incorrect personalized charm, or the picture’s appearance is different from the photo you provided to Soufeel.
·Paint is chipping, crystals fell off, etc. (We will only exchange the item(s) for the same product, or for item(s) of equal or lesser value.
In these circumstances, Soufeel will cover return postage and replacement fees.
2. The following reasons are covered by our 90-day LIMITED COVERAGE Return/Exchange Policy.
(Customer is responsible for return postage fees, and replacement postage fees. Soufeel does not refund any shipping fees.)
·You chose the wrong size bracelet(s).
·Personal Reasons due to changed mind, personal taste, etc. on Non-Personalized Items.
·Personalized items are one-of-a-kind, it cannot be returned unless it is defective or damaged.
3. The following are NOT covered by our 90-day return policy, and we are not liable for these issues:
·Personalized items are one-of-a-kind, once your order has been submitted we will immediately begin the production on the personalized items, so we do not accept any modifications or returns for any personalized charm(s), unless the picture’s appearance is different from the photo you provided to Soufeel, as stated in our 90-day FULL COVERAGE Return/Exchange Policy section.
·Products have been exposed to corrosive substances, or chemicals. Exposure to harsh chemicals can alter that appearance of your Soufeel product. These chemicals include, but are not limited to, liquid silver polish, pools, hot tubs, and spas. Oxidized silver is easily damaged.
· Products are damaged by misuse, mishandling, or poor maintenance. Silver pieces are detailed through oxidation; over time, they may appear black. To remove this, clean with a silver polishing cloth to return it to its original look.
Return Service Procedure:
Please submit a support ticket, and attach clear photos of the items that represent a quality issue.
Please follow the instructions that are provided by our customer service team.
Returns will be processed within 3 business days of receipt of your item(s). You will receive an email notification once your return is processed. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.
Cancellation Policy:
Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel your purchase, your order is subject to a 30% restocking fee.
Soufeel reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies please Contact our Customer Service Representatives.

About Payment

.My payment failed.

Credit card payments fail for the following reasons: insufficient funds; purchase not authorized by the card owner; incorrect account/billing details; or expired credit card. If none of these issues apply, please contact customer service with your order number, name and email address and we will email your invoice to assist in processing your order.

.What methods of payment do you accept?

We accept multiple payment methods including: PayPal, credit cards, and debit cards. We are unable to accept payment via cash on delivery or bank transfer. You can select your payment method once you proceed to checkout.

.What is your refund policy?

Refunds are processed within 24-48 hours after you received confirmation of the cancelation. The amount of time it takes for the refund to shoe on your credit card or PayPal account depends on the policies of these institutions.

.Is it safe to place an order on the internet?

Soufeel uses a number of safety precautions to protect your personal information from unauthorized use. We use the latest security technology, which includes data encryption, server authentication, message integrity, SSL Certificate and Trust wave - which is like keeping your PayPal and credit card information in a bank vault. We can assure you our site is secure, and we have implemented the most advanced security measures. Our customers’ security and privacy has always been a top priority.

.Soufeel New Design Presale

We sell the most popular charms as part of our design presale. Our presale release is on the 1st of each month. Presale items will be shipped out around the 20th of each month. These dates are posted on our website as well. We appreciate your patience! We highly suggest subscribing to our newsletter to get the latest information!

Failed Delivery & Order Lost Policy

.What should I do if I do not receive my order?
We encourage you to track your order online avoid issues in the delivery process. If the delivery timeframe has passed, please contact your postal carrier with the tracking number, as well as Soufeel customer service. If your order is lost and your shipping address is correct and deliverable, we will arrange for a free replacement or issue an immediate refund upon confirmation.
Please remember...
- Shipping estimates are from the day of shipping not from the order date.
- Customers are responsible for lost orders due to incorrect shipping information. So please make sure your address is correct and deliverable.

Order Status

.How long before I receive my order?

Orders will be shipped within 1-2 business days of receipt, with the exception of personalized jewelry orders. It generally takes 3-5 business days to handcraft personalized photo charms before shipping. You'll receive a tracking number by email automatically once it is sent out. The specific delivery time will depend on the shipment method you chose.

Shipping estimates are from day of shipping not from the order submission date. Customers are responsible for lost orders due to incorrect shipping information.

. Why haven’t I received any emails or replies after placing my order?

Your email address may have been entered incorrectly or blocked by spam filters. Please change your spam filters or check your junk mailbox. Please use your primary email to ensure you receive timely updates. Thanks for your support.

.How do I check my order information?
The payment confirmation email contains the details of your order. You also can login to your Soufeel account and check the MY ORDERS tab for order information.
You can also contact Soufeel customer service with your order number and we will be happy to provide you with the details of your order.
We encourage you to keep your order number until delivery to facilitate order inquiries. Your order number is the same as your invoice ID.

.How do I change or cancel an order after it has been submitted?

To cancel or change your order, please contact our customer service via live chat or by submitting a support ticket. We will be happy to stop the order if we can, however, our order fulfillment system is designed to ship orders as quickly and efficiently as possible. Therefore, your order may already be in the shipping process, and in that case, we will not be able to change or cancel your order. If your order can't be cancelled and you still don't love it after it has arrived and want to return/exchange it, our customer service department will be happy to assist you.

.Was my order shipped when I received my payment confirmation email?

If you received the payment confirmation email, your order has been prepared and is awaiting pickup. If your shipment is delayed unexpectedly for some reason, you will receive a notification via email.

.Why is my account status ‘Pending’ if my payment was processed?

After the payment was processed completed, the status of your order will show Processing, and will not change again until you receive your order. If it shows as Pending, please contact our customer service via live chat or click Submit a Ticket for assistance.

Buying Online

.I cannot add items to my cart
First, check to see whether this item is out of stock or if there are any minimum purchase requirements on the item. Also, ensure all required fields were completed including size.
If you cannot add items to your shopping cart, it is likely due to one of the following:
Item is out of stock
Minimum purchase limit has not been met
Required fields missing information
Website or network problems.

.How do I buy personalized charms?

Please visit our personalized charms’ website page, and choose your favorite memorable charm. Upload the picture from your computer or cell phone to the required field on our website, and adjust the image to the right position. Confirm the design of your personalized charm and to follow the checkout procedure. We recommend selecting a light and clear picture, less than 1.5M in wither JPG or PNG format.

. I cannot checkout
1. Check for any out of stock items, these must be removed prior to checkout.
2. Are all the required fields completed, including shipping address and shipping method?
3. Check your browser or try using another one, make sure your clock settings are accurate.
Still can’t checkout? Contact customer service via live chat or Submit a Ticket for assistance.

.I’m having trouble uploading photos

First, check for pop-up messages that might identify the issue. If you are using a laptop or desktop computer, try using a different browser. If you are using a mobile phone, please make sure the network is stable enough to upload a picture. Our system does not recognize PDF files. PDF’s will need to be converted to either a JPG or PNG file. If neither of these options work, try using another photo. If you are still unable to upload, please contact customer service.

.Coupon Code

How can I get a discount or coupon code?

When you subscribe to our newsletter, you will get a 5% off discount code sent to your email, as well as updates on our upcoming promotions. To save even more, you can visit the Today Only Deals page to view other customers’ favorite items. Please visit www.soufeel.com/soufeel-charms for details. If you need further assistance, please contact customer service and we will assist you with your request.