Refund policy

Last updated: May 5, 2026

At Sorelll, we strive to deliver bags of the highest quality that meet your expectations in terms of comfort and style. However, it is possible that a product does not fully match your wishes. That is why we make the return process as simple as possible.

1. RETURN PERIOD

You have 14 days after receiving your order to request a return. This is in accordance with the legal minimum as established in Belgian and European consumer law.

2. CONDITIONS FOR RETURNS

To be eligible for a return, all items must meet the following conditions:

Unused and in new condition
In the original packaging
Including all original labels and tags
Showing no signs of use, wear or damage caused by the customer

Items that do not meet these conditions will not be accepted and will be returned to the customer.

3. NON-RETURNABLE ITEMS

The following items cannot be returned:

Items that have been custom made or are clearly intended for a specific person
Items whose hygienic seal has been broken
Sale items and items purchased with a discount code, unless the item is defective

4. HOW TO REQUEST A RETURN?

Contact our customer service at support@sorelll.com and provide the following information:

Your name and email address
Your order number
The item you wish to return
The reason for the return

We will respond within 2 business days with further instructions and the return address. Never send items back without prior confirmation from us.

5. RETURN SHIPPING COSTS

The cost of return shipping is at the customer's expense. We recommend using a shipping method with tracking, as we cannot be held responsible for lost return shipments.

An exception applies when:

The product is defective or damaged upon delivery
You have received an incorrect item

In these cases, we will cover the return shipping costs. Please note: delays due to customs are outside our responsibility and are not a valid reason for return.

6. REFUNDS

Once we have received and inspected your return, we will notify you by email whether it has been approved or rejected. If approved, the amount will be refunded via the original payment method. Please note that depending on your bank or payment provider, it may take 5 to 10 business days for the amount to appear in your account.

The original shipping costs will not be refunded, unless the item was delivered defective or incorrectly.

7. EXCHANGES

Would you like to exchange a product for a different color or size? Please indicate this in your return request. Exchanges are subject to availability. If the desired item is not available, you will receive a full refund.

8. DEFECTIVE OR DAMAGED ITEMS

Have you received a damaged or defective product? Please contact us within 48 hours of receipt at support@sorelll.com and include photos of the item and the packaging. We will provide an appropriate solution, such as a replacement or full refund including shipping costs.

9. CANCELLING ORDERS

Because we process orders quickly, we cannot guarantee that changes or cancellations are possible. Please contact us as soon as possible if you wish to cancel an order. Once you have received a shipping confirmation with tracking, no further changes can be made.

10. CUSTOMER RESPONSIBILITY

We ask customers to: