Refund policy
We hope you love your SOUK in the CITY piece. But if something isn’t quite right, you can find our return and refund policy below.
Returns & 14-day right of withdrawal
For consumer purchases made through our online store, you may notify us that you wish to return your order within 14 calendar days after receiving it, without having to give a reason.
Once you have informed us of your decision to return your purchase, you have a further 14 calendar days to send the item back to us.
To start a return, please contact us at joelle@soukinthecity.be or submit your return request through your customer account.
Please include your order number so we can provide you with the correct return instructions.
Returns should be sent to:
SOUK in the CITY | SCARPO bv
Lissewegestraat 3
8370 Blankenberge
Belgium
Please do not return an item before contacting us, as this helps us identify and process your return correctly.
Condition of returned items
You may inspect an item as you reasonably would in a physical store.
Returned items should be sent back in their original condition and, where reasonably possible, with their original packaging and any labels or accessories supplied with them.
You are responsible for any diminished value resulting from handling the product beyond what is necessary to establish its nature and characteristics.
Please take particular care when unpacking and repacking larger or delicate items such as rugs, baskets, ceramics and home accessories.
Return shipping costs
For a regular return or change of mind, the direct cost of returning the item is the responsibility of the customer.
You may choose your preferred shipping provider, but we strongly recommend using a tracked and adequately insured service. Until the parcel reaches us, the return remains your responsibility.
For large or bulky pieces such as rugs, furniture or oversized baskets, return shipping costs can be considerably higher than standard parcel rates. Please take this into account before ordering.
If an item was delivered incorrectly, damaged in transit or is otherwise not in conformity with your order, please contact us before arranging a return. We will work with you to find the appropriate solution and, where applicable, arrange or cover the necessary return costs.
Refunds
Once your return has arrived, we will inspect it and process the refund.
For a valid withdrawal of a complete consumer order, we will refund the amount paid for the returned goods together with the original delivery cost, up to the cost of the least expensive standard delivery method that was available for your order.
Any additional cost resulting from your choice of express, premium or another more expensive delivery method is not refundable.
For partial returns, the original delivery costs are not normally refunded unless required by applicable law.
Refunds are made using the same payment method used for the original purchase, unless otherwise expressly agreed.
We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.
Once we have processed your refund, your bank or payment provider may require additional time before the amount appears in your account.
Damaged, incorrect or faulty items
Please inspect your order when it arrives.
If something has been damaged during transport, if you have received the wrong item or if you believe there is another problem with your order, please contact us as soon as possible at joelle@soukinthecity.be.
If possible, include your order number and clear photographs of the item and packaging. This helps us assess what happened and find the quickest solution.
Depending on the situation, we may offer a replacement, repair, credit or refund where appropriate.
Nothing in this policy affects your statutory rights regarding faulty or non-conforming goods.
A note on handmade, vintage & one-of-a-kind pieces
SOUK in the CITY is built around craftsmanship, individuality and pieces with a story.
Many of our products are handmade, handwoven, vintage or created from reclaimed and upcycled materials. Small irregularities and variations in colour, weave, pattern, texture, shape, dimensions or finish are therefore part of their character.
Vintage textiles and rugs may also show traces of their previous life, such as small repairs, signs of age or variations in the weave.
We do our best to show and describe every piece as accurately as possible. Because screens display colours differently and handmade products are never completely uniform, slight variations between photographs and the actual product may occur.
These natural characteristics are not in themselves considered defects. This does not affect your legal rights if a product is genuinely faulty or does not correspond with its description.
One-of-a-kind rugs & vintage pieces
Many of our rugs and vintage pieces are completely unique.
If you return a one-of-a-kind piece, it must be returned with the same care in which it was received. Please fold, roll and protect the item appropriately for transport.
The normal consumer right of withdrawal continues to apply to eligible online purchases of one-of-a-kind and sale items.
Sale & promotional items
Buying an item at a reduced price does not remove the consumer's statutory right of withdrawal.
Eligible items purchased during a sale or promotion can therefore be returned under the same conditions described in this policy.
Custom-made & personalised products — SOUK Studio
Some pieces created through SOUK Studio are produced specifically for an individual customer.
The statutory right of withdrawal does not apply to goods that are made according to the customer's specifications or are clearly personalised, where the legal exception for customised goods applies.
This may include, for example, bespoke pieces made specifically in a chosen size, design, finish, wording or other customer-selected specification.
Where a product is considered custom-made or personalised and therefore excluded from the right of withdrawal, we will make this clear before the order is confirmed.
This exception does not affect your rights if the product is faulty or does not correspond with what was agreed.
Gift cards
Gift cards are generally non-refundable once issued or used, except where applicable consumer law gives you a mandatory right to cancellation or refund.
If you have purchased a gift card and have a question about cancellation, please contact us at joelle@soukinthecity.be.
Exchanges
We do not operate a direct exchange system.
If you would prefer another item, you can return the original eligible purchase in accordance with this policy and place a new order for the item you would like instead.
Because many SOUK in the CITY pieces are unique, we cannot guarantee that another colour, pattern or version will still be available.
Wholesale & B2B orders
The consumer right of withdrawal described above applies to purchases made by consumers and does not apply to wholesale or other business-to-business purchases.
Wholesale and professional orders are considered final unless otherwise agreed in writing.
If a B2B order arrives damaged, incomplete or contains an incorrect product, please contact us as soon as possible at joelle@soukinthecity.be, including photographs and the relevant order or invoice number.
We will review the issue and agree on an appropriate solution.
Questions?
We would much rather solve a question together than leave you wondering what to do.
For anything relating to a return, damaged item or refund, please contact:
SOUK in the CITY | SCARPO bv
Lissewegestraat 3
8370 Blankenberge
Belgium
This Returns & Refund Policy does not limit any mandatory consumer rights that apply under Belgian or other applicable consumer protection law.