FREQUENT QUESTIONS

How do I buy online?

  1. Choose the products you like the most and add them to the shopping cart, making sure that the size and color chosen are correct.
  2. You will always know the number of products you have in your cart and the total amount of these (without transport costs or other expenses that will be added when you complete the purchase). When you have finished, click on the "view shopping cart" link to review the products you have selected and make a final assessment of the amount of your order.
  3. At the time of making the purchase, fill in the form indicating the information we request (necessary to manage your order).
  4. Once the process has been successfully completed, you will receive an email confirming the order number of your purchase.

Note: We try to show the colors of our products as true as possible, however, there are many factors that can vary their appearance, such as the color calibration of your monitor, and that are beyond our control. If you have any questions about the color of any of our products, contact us

Can I request models that do not appear on the website?

For different reasons, not all the clothing in the stores can be found in the online store, but if you are interested in any product, contact us through our contact form and we will inform you of the possibility of acquire it.

In this case, since it is an order, there is no exchange or return.

What sizes are shown on the website?

All sizes shown are continental European. If you have any questions, consult the product description to see the measurements of the models or contact us through the contact form.

How can I cancel my order if I finally don't want to receive it?

When you place an order you are making a firm purchase and therefore the amount will be deducted from the card with which you made the payment, so IF YOU WANT TO CANCEL THE ORDER ONCE IT IS CONFIRMED, YOU WILL HAVE A COST OF €3

Where do you ship and what is the amount?

We ship to the peninsula (Spain and Portugal) and the Balearic Islands. Also France and Europe
The shipping price may vary and be subject to promotions. When you add the products to the cart you will be able to see the shipping cost. Depending on the value of your cart, shipping will be free.

For Spain and Portugal, it is approximately 24/48 working hours and for France/Europe approximately 72 working hours

Do you deliver to Seur collection points?

Yes, but when you process the order you must enter a shipping address. When the order leaves the warehouse, Seur will send you an email in case you want to change the date and place of delivery. It is at this time that you can request a delivery at a Seur collection point.

What if I'm not home on the day of delivery?

In the event that the transport company makes a delivery attempt and you are not at home, it will take the package to a pick-up point after notifying you by email or mobile phone. In the event that more than 10 days pass, the shipment will return to our facilities, and the client does not go to look for it, he must bear the costs of returning the package, as well as the shipping costs again. In the event that two delivery attempts are made and the customer is absent, it will be the customer who assumes the return shipping costs.

Can you change the date and place of delivery once the order has been placed? Yes, yes only to a pick up point.When the order leaves our warehouse, you will receive an email from Seur informing you that the order will arrive the next day. They will also give you the option to change the date and place of delivery for free. You can choose one of the Seur collection points. The next day, the day of delivery, you will receive an email informing about the time you will receive the order.

Is it possible to change the size or color of the order received?

You can change our items online; FROM YOUR HOME or PICK UP POINT Srequesting a change via email: info.sorellasthebrand@ gmail.com and delivering the package to the transport company within 15 days of receiving the order. You must return the garment by courier service and the costs of shipping will be borne by you. A Seur courier will stop by your home or the address you ask us for on the day that goes well for you. You also have the option of taking it to a pick up point.

Once we verify that it complies with our conditions of sale, we will proceed to generate A DISCOUNT CODE FOR THE VALUE OF THE GARMENT so that you can change the color or size you need. The shipping costs of the new delivery of the product at the address are borne by the customer.

You have A TERM OF 15 DAYS TO DELIVER THE PACKAGE TO THE TRANSPORT COMPANY from receipt to EXCHANGE THE GARMENT and to make the CHANGE You must check that your order meets the following conditions:

  • The product must not be used
  • You must send it in the same conditions in which you received it. Using or including its original packaging in addition to the instructions, documentation and packaging that may accompany it. Products that are not in the same conditions in which they were received, or that have been used beyond the mere opening of the product, will not be exchanged or returned.
  • To request the change, you must contact us by email: info.sorellasthebrand@gmail.comindicating the reference of the order and your name, as well as a brief description of the reasons why you are requesting the change.
  • It is only possible to process changes of products purchased in our online store.

IMPORTANT if special orders are made, on demand, the amount of the garments is not refunded nor are changes made.

*Remember that you can only deliver the return/exchange on working days and Saturdays at some pick up points

* Changes or refunds of products purchased in the OUTLET or ARTICLES WITH DISCOUNT OR PROMOTION section of our online store will not be accepted .

Is it possible to return the order? I didn't like the garment.

You can exchange our items online;

FROM YOUR HOME or PICK UP POINT requesting a change via email: info.sorellasthebrand@gmail.com and delivering the package to the company of transport within 15 days of receiving the order. You must return the garment by courier service and the shipping costs will be borne by you. A Seur courier will stop by your home or the address you ask us for on the day that goes well for you. You also have the option of taking it to a pick up point.

You have A TERM OF 15 DAYS TO DELIVER IT TO THE TRANSPORTED COMPANY to RETURN THE GARMENT and to proceed with its RETURN you must verify that your order meets the following conditions:

  • The product must not be used
  • You must send it in the same conditions in which you received it, using or including its original packaging in addition to the instructions, documentation and packaging that may accompany it. Products that are not in the same conditions in which they were received, or that have been used beyond the mere opening of the product, will not be exchanged or returned.
  • Once received, we will proceed to examine it and we will notify you by e-mail within a reasonable period of time if the return is appropriate. APPROVED THE RETURN, YOU WILL BE REFUNDED THE FULL VALUE OF THE VALUE OF THE GARMENTS YOU PURCHASED, BUT WITHOUT SHIPPING COSTS.
  • To request a return, you must contact us via email: info.sorellasthebrand@gmail.com, indicating the order reference and your name, as well as a brief description of the reasons why you request the return.
  • It is only possible to process changes of products purchased in our online store.

IMPORTANT if special orders are made, on demand, the amount of the garments is not refunded nor are changes made.

* Due to hygiene reasons, changes or returns of jewelry, bikinis or swimsuits are not allowed.

*Items purchased in markets are not refunded, only exchanges in the following 7 calendar days

*Sometimes, due to the light, the color of the product may be slightly modified, in this case, if the customer wants to make a return or exchange, it will be managed normally at the customer's expense of the return shipment.

*Party or event items cannot be returned, they are only exchanged within 5 calendar days of receiving them (to find out if an item is for events, it is detailed in the product file)

* Changes or refunds of products purchased in the OUTLET or ARTICLES WITH DISCOUNT OR PROMOTION section of our online store will not be accepted .

*Remember that you can only deliver the return/exchange on working days and Saturdays at some pick up points

How to return a defective product?

We are sorry if you have received a product with a factory defect. Our team carefully checks each item before it is shipped, so this is unusual, but if this happens we will be happy to replace the item with one that is in perfect condition.

  • Please send an email to info.sorellasthebrand@gmail.com with the photos that prove the defect of the item, the invoice or purchase receipt (the purchase email is valid), the full name of the person who made the purchase and the reference of the order during the 3 calendar days after receiving it
  • A collection will be arranged with the carrier at your address.
  • Our team will review the merchandise and issue, if the conditions have been met, a replacement item within a period not exceeding 15 business days (Sorellas will bear the shipping costs of the replacement).

* IMPORTANT NOTE: Returns for defective items will only be accepted when the product retains its labeling.Otherwise, it will be understood that the item has been used and the defect has been due to its improper use. You must claim it within the next 3 calendar days after receiving it.

** The customer who manages a return for a defective product assumes responsibility for it, as well as all the legal consequences that may derive from a conduct of bad faith constituting fraud. Once the defective product arrives at our facilities, the team will assess whether it is a manufacturing defect. In the case of not being, it will be the client who assumes the shipping costs to our facilities. In To notify us that an item is defective, you have 3 calendar days from receipt and the way should always be to write an email to: sorellasthebrand@gmail.com

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