Frequently Asked Questions (FAQ)

Frequently Asked Questions

Can your products be personalized?

Yes! Most of our products offer custom design and personalization options. Simply add your request in the order notes at checkout and we'll take care of the rest.

How long does shipping take?

Orders are prepared within 2–5 business days. Once shipped, you'll receive a tracking number via email so you can follow your order every step of the way.

Can I return a personalized product?

Personalized and custom-made products are non-returnable. For standard products, you have a 14-day return window from the date of delivery.

Can I cancel my order?

Orders can be cancelled within 12 hours of placement. After that, production may have already begun and cancellation may not be possible.

I received a damaged or incorrect item. What should I do?

Please contact us within 48 hours of delivery with photos of the issue at contact@souvelle.com. We'll make it right as quickly as possible.

What payment methods do you accept?

We accept all major credit and debit cards including Visa and Mastercard. All transactions are processed securely.

Do you ship internationally?

Yes, we ship worldwide! Please note that customs duties and import taxes are the  responsibility of the buyer and may vary by country.