FAQ - Souverhome

We currently ship to US, UK, Australia, Canada, Singapore and Hong Kong SAR.

Free US Shipping.
For international orders, the shipping rates are calculated based on the total weight of your order. You can see the calculated shipping cost during checkout, and there might be additional duties and taxes to pay upon the arrival of your package. While we will assist you along the process, we have no control over these charges as they are determined by the destination customs.
Australia:
0.001-3 kg: $20
3.001-6 kg: $35
Over 6 kg: $50
Canada:
0.001-6 kg: $15
Over 6 kg: $25
Hong Kong SAR:$15
Singapore:$15
United Kingdom:$15

US: 3-7 business days.
Canada: 5-9 business days.
UK, Australia, Singapore and Hong Kong SAR : 5-14 business days.

At Souver, we prioritize your satisfaction and strive to deliver your items as soon as possible. Therefore, we may ship your items in multiple shipments. We ensure that you receive a shipping confirmation for each package in case your order is sent in multiple packages. Souver assures you that your order total remains unaffected.

Unfortunately, we cannot update the shipping address once an order is placed.We recommend contacting the carrier directly to make any address changes.If you need any assistance, please feel free to email us at support@souverhome.com.

Please contact customer support at support@souverhome.com.

To initiate your return, please contact us at support@souverhome.com with your order number and reason for return. Upon receiving your return request, we'll review it within 2-3 business days. If approved, we'll send the shipping label and instructions to the email address you have previously reserved.

Note: Currently, we don't offer a direct exchange option. To exchange a product, initiate a return and place a new order for the desired item.

 However, please see below for more information on our return policy.

We accept returns for items purchased on our website within 30 days of delivery.

Please note that we don't accept returns after the 30-day time frame. If an item is sent back after the 30-day window, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

A few important points:

Our brand policy requires that all returns items must meet the following criteria: the product(s) must be in pristine condition, free of any damage, unwashed, and in its original packaging.

Please ensure your return package is securely packed to prevent damage during transit. Securely attach the return label to the outside of the box or envelope. We cannot assume responsibility for returns until they reach our designated return address. Additionally, remember to obtain proof of postage to track the shipment's status with the carrier if needed.

Please note that gift cards and items marked as flash sales, final sales, or special sales are ineligible for returns, exchanges, or refunds.

Sets cannot be refunded individually.

Note: Currently, we don't offer a direct exchange option. To exchange a product, initiate a return and place a new order for the desired item.

Within 30 days of delivery, we offer free returns for US customers.

Customers from other international countries and regions are responsible for the return shipping cost.

No processing fee for all customers.

Once we receive the returned product(s), we will provide a full refund of the order value, including original shipping costs.

Once your order has shipped, we can't cancel it. However, we offer hassle-free returns. Contact us at support@souverhome.com to start the process.

Once we receive the returned item, inspect it and determine that it meets our return standards, we will process your refund within 1-2 business days. Please note that in some cases, it may take 5-21 business days for your bank or credit card company to process and issue a refund.

If you haven't received a refund yet, please contact your credit card issuing company and your bank, as they often take additional times to process refunds.

If you've done all of this and you still have not received your refund, please contact us at support@souverhome.com.

Kindly be aware that for purchases made with both a coupon and regular payment method, only the portion exceeding the coupon value is eligible for a refund. While coupons are typically non-recoverable, our customer care team can provide further details on specific coupon types if needed.

Gift cards cannot be exchanged for cash or refunded. Any products returned that were originally purchased using a gift card will be refunded in the form of store credit applied back onto a gift card.

Experience seamless payment with our brand. We accept Apple Pay, Google Pay, Paypal and all major credit and debit cards, including Visa, MasterCard, American Express, and Discover.

Souver Home does not charge any taxes; however, please note that customs authorities may apply duties or taxes to your order, which vary depending on the destination.

Apply our exclusive discount codes at checkout by entering them in the 'Add gift card / promo code' field.

At our brand, we regret to inform you that post-order discount application is not feasible and combining discounts is not possible.

Our policy states that only one promotion can be applied per order. Please note that discount codes can not be stacked. Choose the optimal deal every time with our expert recommendation!

Contact us at support@souverhome.com for any issues with applying a promo code.

Accidents can happen suddenly, like spilling a drink or getting unwanted stains from something furry. To remedy these problems, it is recommended that the area be spot cleaned by following these steps:

• Soak a clean sponge in cold water and squeeze out most of the water.
• Use the sponge to gently pat the stain.
• If the stain persists, try adding a small drop of mild and chemical-free laundry detergent to the water.
• Clean the stained area again with a soapy sponge. Hang the comforter in mild sunlight and let it air dry.

Silk bedding makes for a more comfortable and deeper sleeping space. To keep it consistently comfortable, try to take into account the tips below:

• Do not air-compress the duvet, as this will force the silk fibers to stick together, thus reducing the fluffiness.
• Instead, simply fold the comforter and store it in the duvet's frame.
• If necessary, add some cedar balls to the closet to repel insects.
• If you live in a humid environment, add some silica beads to the closet where you store your silk comforter to absorb moisture.

• Lasting luxurious softness has always been the strength of our bamboo sheet products.
• But necessary means of care are essential. Properly clean the small fabric on the surface of bamboo sheets to avoid close friction between fabrics. For washing, pay attention to the machine wash water and dryer temperature.
• We recommend storing the bamboo sheets in a dry place, out of direct sunlight. You can store it in your bed or our breathable canvas bag, avoid storing it in plastic. This is because 100% Natural Bamboo Fibers tend to absorb moisture.

In different scenarios, we can use natural products to remove stains, water, hydrogen peroxide, baking soda. Avoid using chemical bleach as it may damage the bamboo sheets.

Water

Remove the sheets by simply placing them underwater if the stain is not stubborn. Be sure to rinse well and wipe the sheets clean.

Hydrogen Peroxide

We recommend soaking spots with blood stains in the liquid and rinsing the bedding in cold water before transferring it to the washing machine.

Use Baking Soda

Soak the sheets in a mixture of water and baking soda for a few minutes. Then wash the sheets with water to remove the stain.

• Our sheets start with the best lyocell fibres that are spun into the finest 60s yarn count threads. These fine single-ply threads are then woven into 300-thread count fabric, giving you stronger, smoother, and lighter sheets.
• If you want it to be more silky, line drying/flat drying will minimize wrinkles.
• Simply remove the sheets from the dryer when they are damp and lay them flat directly on the bed, smoothing out the wrinkles with your hands. Iron on low, preferably ironing the sheets from the inside out to avoid any potential heat damage.
• Lyocell fibres can wick excess moisture away quickly, keeping the body cool during sleep in a wide variety of climates. You can store it in your bed or our breathable canvas bag.

Who wouldn't want to sleep on soft, smooth, fresh sheets? One of the best things about our lyocell sheets is that they remain luxuriously soft with every stain wash!

In different scenarios, we can use natural products to remove stains, water, hydrogen peroxide, baking soda. Avoid using chemical bleach as it may damage the lyocell sheets.

Water

Remove the sheets by simply placing them underwater if the stain is not stubborn. Be sure to rinse well and wipe the sheets clean.

Hydrogen Peroxide

We recommend soaking spots with blood stains in the liquid and rinsing the bedding in cold water before transferring it to the washing machine.

Use Baking Soda

Soak the sheets in a mixture of water and baking soda for a few minutes. Then wash the sheets with water to remove the stain.

• Organic Cotton Sheets are made of fine sateen and convey a soft and natural sleep sensation. Keep it luxuriously soft when the temperature of the storage area is between 18°C and 22°C.
• Avoid exposing the sateen to sunlight, fold the satin and put it into our breathable canvas bag, and store it in a dry and ventilated place.
• Avoid contact with odors, sateen is easy to absorb odors, and storage needs to avoid contact with tobacco, perfume, and other strong-smelling items.
• Turn them regularly, take out the sateen for inspection every quarter, and gently tidy up their folds to avoid marks left by long-term folding.
• Pay attention to storage time, even if it has been properly stored, sateen will become fragile over time. We recommend replacing every two years.

Your perfect sheets exist, intentionally building Organic Cotton Sheets positively impacts the quality of your sleep and adds beauty to your everyday life. Like all things, learning the proper technique to clean your sateen can shift laundry from a tedious task into a mindful ritual to care for the beautiful things in your home.

Water

Remove the sheets by simply placing them underwater if the stain is not stubborn. Be sure to rinse well and wipe the sheets clean.

Plant-Based Laundry Detergent

We do not recommend the use of fabric softeners. Choosing the right plant-based laundry detergent will help ease the transition away from fabric softeners.

Hydrogen Peroxide

We do not recommend using whiteners, as bleaching agents may diminish the brilliance and depth of the colors. Hydrogen Peroxide is a much safer alternative for both your bedding and our water supply.

While you should refer to the care instructions before washing the machine, most duvet covers can be washed in the machine. First, determine which detergents and stain treatments are safe to use: while mild detergents and chlorine-free bleach may not be a problem, it is best to follow the care instructions that came with your bedding.

Most duvet covers can go in the dryer. For the best results, choose a low heat setting. Toss some wool dryer balls into the dryer. They punch and fluff the fabric, allowing in more air to help your bedding dry quicker, soften the fabric, and reduce wrinkles.