How to Return

RETURNS

Returns policy updated 12/07/2022

We will gladly accept a return of full price, unworn, unwashed, unmarked, unaltered, and undamaged merchandise with all tags attached in original packaging from UK customers only.

All eligible items must strictly be returned and delivered back to our returns address within 14 days of receipt.

We will provide a refund back to your original payment method to the value that you paid for the items taking into account any discounts or promotions applied when you purchased the Items. The refund will not include any delivery charges you have paid.

Returns have a cost of £1.95 that will be deducted from your refund.

On the returns form you can select a refund back to your original payment method NOT including original postal costs PLUS a returns deductions fee of £1.95 or store credit of the original amount paid of the items including your standard delivery cost if this method of return is chosen on the returns form.

We cannot accept returns for any jewellery, makeup, eyelashes, stick on bras, underwear or swimwear or sale items.

Please return your unused, unworn item in the original condition with all tags attached and inside the original packing.

Please make sure you include your original invoice that came in your order with your name and order number on, if you have lost this please include your name and order number and what you are returning on a piece of paper. SorelleUK will not accept any returns with no information inside, This is the Customers responsibility entirely. 

Please keep hold of your returns receipt as we do not take responsibility for lost returns.

Returns can be made/accepted from outside the UK however all shipping costs and all customs/import charges getting the return to us are down to the customer and the returns needs to be back at our warehouse within 14 days of recieving.

Please note if we have not received your return we will ask for proof of delivery.

CAN I RETURN MORE THAN ONE ORDER IN ONE PARCEL?

No, Please keep your orders separate, as returning more than one order in a parcel may delay your refund.

Return Policy

All eligible items must be returned and delivered back to our returns address back within 14 days of receipt. Returns must be returned to our warehouse within 14 days of receiving. Returns attempted outside of this 14 day deadline will be denied and returned to customer at the cost of the customer, if the customer does not pay the return postal costs the item will be destroyed and recycled.

The customer is responsible for all return-shipping costs, we suggest using a track and trace method of shipping as SorelleUK will not be responsible for items lost in transit when being returned to us. 

Items must be unworn and unwashed and free of any smells.

Sorelleuk protects all rights to reject any items If we redeem your item to have been tampered with, caused damage or make unauthorised alterations to obtain a full refund. 

Items must be free of any stains/markings e.g. fake tan/make-up. Items must have all tags, including any original hangtags attached.

All returns will be processed within 28 business days of receiving your item.

We will provide a refund back to your original payment method to the value that you paid for the items taking into account any discounts or promotions applied when you purchased the Items. The refund will not include any delivery charges you have paid.

Non Returnable Items

We do not accept returns for sale items 

We do not accept returns for swimwear and underwear items due to hygiene reasons

Any final Sale items are none returnable. 

**Free Beauty Items are sealed, if full order is returned including free beauty item and the seal is broken, deductions will be made for the beauty item. If the hygiene seal is in tact, this will be accepted and not deducted. If full order is returned, free beauty item must also be returned.**

Couriers offer a collect from home contact free service so there is no reason to exceed the 14 days returns period.

Store Credit

Store Credit can be provided if selected on your returns form in the form of a code sent to the email address provided at the time of the original order

Store Credit can only be used online at our website, www.SorelleUK.com

Store Credit cannot be transferred to another person or account. Please treat Store Credit like cash.

Store Credit may not be purchased and is only provided when previously purchased items have been returned and you have been issued "Store Credit" as a refund method.

Any purchase amounts that exceed the value of the Store Credit will require an additional method of payment for the remaining balance due.

Store credit has no expiration date

Store credit is provided in Great British Pounds (GBP)

Shipping fees will be included from your original order if a credit note is selected.

 

My Item is Faulty/Missing?

In the event you have received a faulty/defective item or goods are in any way faulty, please email us within 24 hours of receipt of delivery with the following information:  

  • Your order ID

  • Which item is damaged

  • A description of the fault

  • Photographic evidence of the fault

  •  An image of the paper invoice you received in your parcel 

Unless proof of damage has been verified by a member of our customer care team, we cannot action a refund or replacement.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified as soon as possible. 

Please do not return any damaged goods unless advised by a member of our customer care team, it may result in a slower resolution time and the items could be rejected by our returns team. 

Email contact: info@sorelleuk.com

Don’t forget to add info@sorelleuk.com to your email address book or safe list to ensure you receive our communications.