How to Return
For all UK returns, you can now register your return via our RETURNS PORTAL.
This returns policy was last updated on 1st March 2024.
Returning a Product because you have changed your mind
Returns To Be Received Back To Our Warehouse Within 14 Days Of Your Order Being Delivered Are Refunded Back To Your Original Payment Method.
Cancellation and refund policy
You have a legal right to cancel your contract if you change your mind within 14 days after you receive the Product. To exercise this right you must let us know that you have decided to cancel your contract within 14 days after you receive the Product.
You can inform us of your decision to cancel your contract by writing to us at: Unit 3, Nutwood Trading Estate, Limestone Cottage Lane, Sheffield, S61NJ
Please provide details of your name, address, your order number and email address, and, where available, your phone number, to help us identify your order.
If you decide to cancel your contract, you should return the Products to us at the address set out below within 14 days of telling us you wish to end the contract. You will have to bear the cost of returning the Products to us (including import taxes and duties we incur as a result of the return).
Where you have cancelled your contract we will refund the price you paid for the Products, by the payment method used to pay for the original transaction, within 14 days after we have received the Products back from you (or evidence that you have sent the Products to us). We will refund the price you paid for the Product, including the cost you paid for the delivery of the Products, save that the maximum refund for delivery costs will be the least expensive delivery method we offer to your delivery destination.
Please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the Products if this has been caused by your handling them in a way which would not be permitted in a shop.
On the returns form you can select a store credit if you would prefer this instead of a refund.
If you are a UK or EEA consumer, advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office or equivalent consumer protection organisation in your jurisdiction.
Extended returns policy
We also offer an extended returns policy to all customers, if you have changed your mind. You must return the Product to us within 28 days But still submit your returns request on our returns portal within 14 days of receiving your order , and we will issue Store Credit which may be used in accordance with the terms set out below.
You will have to bear the cost of returning the Products to us (including import taxes and duties we incur as a result of the return).
We will issue Store Credit in the amount equivalent to the price you paid for the Product, but not including the delivery charges paid by you for delivering the Product. Please note, we may reduce the amount to reflect any reduction in the value of the Products if this has been caused by your handling them in a way which would not be permitted in a shop.
This extended returns policy is in addition to and without prejudice to your legal rights.
PLEASE ONLY USE OUR RETURNS PORTAL ABOVE, If this portal is not used a 10% admin fee will be applied to your order .
You do NOT need to email us to notify us of a standard return.
There is a £1.95 returns processing fee which is added to the cost of the returns label through the returns portal.
We strongly recommend you keep a copy of the proof of postage for your return. We will not be liable if your return gets lost in transit and does not arrive at our warehouse, your return parcel has to be delivered back to our warehouse for us to be able to process your return.
Returns received at our warehouse within 14 days of you receiving will receive a refund back to your original payment method, orders received back to our warehouse between 14-28 days will receive a credit note. Returns delivered to our warehouse outside 28 days from you receiving your order, will be rejected.
We are not liable for any returns parcel that are not delivered back to our warehouse.
Products should be returned in an unused, unwashed, and resaleable condition, in the original packaging with all the original tags intact. Please complete the returns form inside your parcel and include this with your return.
Returns can take up to 28 days to process from when we receive them back, if you feel it has been longer than that, please provide your returns tracking number.
We recommend you to keep hold of your returns receipt and proof of postage until your return has been completed.
Returns need to be back at our warehouse within 14 days of the parcel being delivered and need to be in the brand new condition, with all tags attached with no marks or smells.
If your order is for any reason rejected, You need to pay a rejected return postal fee to have your rejected return sent back to you, if not paid within 7 days it will be disposed.
If your order is rejected for being returned in a unsanitary and unhygienic condition, the rest of the returned items in your order will also be rejected due to cross contamination.
If your return is rejected and sent back to you, do not then return it to us again as this will be disposed.
Unsanitary and unhygienic returns will also be disposed.
Products which cannot be returned or cancelled
We cannot accept returns or requests to cancel your contract because you have changed your mind in respect of the following Products due to health protection or hygiene reasons:
- Makeup
- Makeup Tools
- Eyelashes
- Jewellery
- Stick on bra's
- Nipple covers
- Underwear
- Swimwear
- Sale Items
Can I return more than one order in one parcel?
When returning multiple orders, please keep your orders separate and use the original packaging, as returning more than one order in one parcel may delay your refund.
International Returns
We do not accept returns from outside of the UK through the returns portal, you can manually send these back to us within the returns time frame for your return to be processed.
Store Credit
Store Credit is provided 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.
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).
Returns where the Product is faulty
If you consider that a Product you have received is faulty, please email us with the following information with 24 hours of receiving:
- Your order number
- A description of the faulty Product
- A description of the fault
- Photographic evidence of the fault
- An image of the paper invoice you received in your parcel
Once we have received the above information, we will work quickly and efficiently to ensure the problem is rectified as soon as possible.
You may be required to return faulty Products to us. Please do not return any faulty Products unless advised by a member of our customer care team. If we ask you to return any faulty Products to us, we will pay reasonable postage costs.
If the Product is faulty we will usually provide a refund of the full amount you paid for the faulty Product to your original payment method. However, in some circumstances you may not be entitled to a refund (for example, where it has been more than 30 days since you received the Products) and we may provide you with a repair or replacement Product instead, in which case we will pay the costs of delivery of the repair or replacement Product to you.
Once an item has been worn and becomes damaged due to wear and tear, you can not repair the item yourself or have it professionally repaired as this is no longer in its original condition, therefore you can not return for a refund or replacement as per your consumer rights.
Our contact details
Email address: 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.