FAQ
Frequently Asked Questions
ORDERS & PAYMENT
What payment methods do you accept? We accept Visa, Mastercard, American Express, Shop Pay, Apple Pay, and Google Pay. All transactions are secured via Shopify Payments.
Can I modify or cancel my order? You can cancel or modify your order before it is fulfilled. Log into your account, go to your order, and click "Cancel order." If your order has already been shipped, please use our return process instead.
Will I receive an order confirmation? Yes, a confirmation email is sent immediately after your order is placed. Please check your spam folder if you don't see it.
SHIPPING & DELIVERY
Where do you ship? We currently ship within France and the European Union.
How long does delivery take?
- France: 2–4 business days
- European Union: 3–6 business days
Orders are processed within 1–2 business days.
Is shipping free? Free shipping on all orders over €200 within France and the EU. Shipping costs for orders below this threshold are displayed at checkout.
Can I track my order? Yes, you will receive a tracking link by email once your order has been shipped.
RETURNS & REFUNDS
What is your return policy? You have 14 days from the date of delivery to request a return, in accordance with EU consumer law. Items must be returned unworn, unused, with all original tags and packaging intact.
How do I request a return? Log into your account, go to your order, and click "Request return." You will receive instructions by email within 1–2 business days.
Who pays for return shipping? Return shipping costs are borne by the customer unless the item is defective or incorrect.
When will I receive my refund? Refunds are processed within 14 days of receiving the returned item, to your original payment method.
OUR PRODUCTS
Are your scarves made of real silk? Yes. All ROUTE DE SOIE scarves and hijabs are crafted from premium quality silk. Each product listing specifies the silk type and weight (momme).
How do I care for my silk scarf? We recommend hand washing in cold water with a gentle detergent, or dry cleaning. Do not tumble dry or wring. Iron on low heat with a cloth between the iron and the silk. Full care instructions are included with each product.
Do your products come with a certificate of authenticity? Each piece is carefully packaged to reflect the quality of the product. If you have specific questions about a product's origin or composition, contact us at contact@routedesoie.com.
Are the colors accurate in the photos? We do our best to represent colors accurately. However, slight variations may occur due to screen settings. Silk also has a natural sheen that can affect how color appears in photos.
CONTACT
How can I reach you? Email us at contact@routedesoie.com. We aim to respond within 1–2 business days.