Returns and Refunds Policy
At Sorelll, we strive to deliver bags of the highest quality that meet your expectations in terms of comfort and style. However, it can happen that a product does not fully meet your wishes. That's why we make the return process as simple as possible.
Return Period
You have 30 days after receiving your order to request a return.
Return conditions
To be eligible for a return, all items must be:
- Unused and in new condition
- In their original packaging
How do I request a return?
Please contact our customer service at support@sorelll.com and provide your order number and the reason for the return. We'll be happy to assist you.
Return costs
The return shipping costs are for the customer's account, unless:
- The product is defective
- You have received an incorrect item
In these cases, we will cover the return costs and you will receive a voucher for the return shipment.
Please note: delays due to customs are beyond our responsibility and are not a valid reason for return.
Refund
Once we have received and inspected your return, we will notify you whether your return has been approved.
If approved, the refund will be processed within 14 working days using the original payment method.
Please note that it may take some additional time for the refund to appear on your account.
Exchange
Do you want to exchange a product for a different color? Please indicate this in your return request. Exchanges are subject to availability.
Defective or damaged items
Have you received a damaged or defective product? Please contact us immediately. We will provide a suitable solution, such as replacement or a refund.
Cancelling orders
Because we process orders quickly, we cannot guarantee that changes or cancellations will be possible.
Once you have received a shipping confirmation with track & trace, no further changes can be made.
Customer Responsibilities
We ask customers to:
- Enter a correct and complete address when ordering
- Diligently track and trace their package
- Collect the package from a pick-up point in a timely manner (if applicable)
Packages that are not collected, incorrectly addressed, or not tracked will not be eligible for a refund.