Refund Policy
RETURNS AND EXCHANGES
To manage your returns: RETURNS PORTAL
The customer must return or deliver the product directly to SORELLAS THE BRAND BARCELONA SL or to the transport company via this link, and in any case within a maximum period of 14 calendar days from the date of receipt of the order, including the day on which it is received.
Purchases made in-store, even if shipped to your home, can only be returned in-store. Since our website currently does not track in-store orders, any order-related inquiries must be handled in-store. The return period is 14 calendar days (some items are excluded from in-store returns: shawls, stoles, costume jewelry, and perfume).
Purchases made through the web can be returned through our website, or in a physical store.
The deadline for returns shall be deemed to have been met if the customer returns the product before the deadline expires.
Return of payment
The amounts paid by the customer will be refunded using the same form of payment used by the customer, unless otherwise provided. In case of choosing another form of refund such as coupons or gift cards, this cannot be modified.
*No se hacen cambios ni devoluciones de artículos de la caja SURPRISEBOX, complementos, joyas, pezoneras y del perfume.
**Theimages of our products have been made with the utmost care so that the photo is faithful to them. However, due to differences in device screens or lights, there may be slight variations in colors from the actual product. In that case, Sorellas is not responsible for such variations.
***For garments with sequins or glitter, it's common for excess material to be applied during manufacturing to ensure a good finish. Therefore, if excess material falls off, it does not affect the design or quality of the garment and is not considered a manufacturing defect.
****We will not accept exchanges or returns on items that show damage caused by the use of accessories in localized areas such as armpits, neckline, waistband or seams. We recommend trying on garments carefully and avoid direct contact with accessories during use. Our team carefully checks each item before shipment to ensure its perfect condition.
The shipping cost is paid by the customer:
For Spain it is 4,5€ ( +1€ per garment ), Balearic Islands 6,5€ ( +0,5€ per garment ) and Portugal 5,5 ( +1€ per garment ) .
For France, Belgium, Luxembourg, Netherland (In Post ) is 5,95€ (+1€ per item)
For France, Belgium, Luxembourg, the Netherlands, Italy, Germany, and Austria (FedEx) the cost is €7.95 (+€0.5 per item)
For Denmark, Finland, and Greece (FedEx), the cost is€11.95 (+€0.50 per item).
For the rest of Europe (FedEx), the cost is €14.45 (+€0.50 per item)..
To find your nearest pack point in Europe and to be able to deposit your to deposit your return, you could do it in the following link: https://www.fedex.com/de-de/shipping/schedule-pickup.html or https://www.fedex.com/es-es/shipping/schedule-pickup.html
For the United States it has a cost of 14,95€ (+1€ per item)* The amount is subject to an additional customs charge, which will depend on the price of the items.
To find your nearest pack point in the U.S. and be able to deposit your to deposit your return, you may do so by clicking on the following link: https://www.fedex.com/en-us/shipping/schedule-manage-pickups.html
For UK/Ireland it costs 11,95€ (+1€ per item) * The amount is subject to an additional customs charge, which will depend on the price of the items.
To find your nearest UK pack point to deposit your return, you can do so by clicking on the following link:https://www.fedex.com/en-gb/shipping/schedule-pickup.html
For the rest of the world you have to process the return must do so with the transport company that suits them, making the shipment on behalf of the customer and sending the package to the following address: Carrer del Riu sec, nave 37, 08290 Cerdanyola del Valles, Barcelona, Spain.
The package must be returned in the original packaging, in perfect condition and as received, with the labels attached.
Once received, we will proceed to examine it and we will inform you by e-mail within a reasonable period of time if the return proceeds. ONCE THE RETURN HAS BEEN APPROVED, YOU WILL BE REFUNDED THE FULL VALUE OF THE GARMENTS YOU PURCHASED, MINUS THE SHIPPING COSTS.
In-Store Clothing Return Policy
In our stores, we pay close attention to every detail to ensure that our clothing is in perfect condition. For this reason, we recommend that our customers inspect the items at the time of purchase to make sure they meet their expectations.
Purchases made in a physical store imply that the customer accepts the condition of the garment at the time of purchase.
Once the purchase has been made, we will not accept claims for damage or alterations that may result from the customer’s use, handling, or care of the garment after the purchase.
This policy does not affect the consumer's legal rights regarding potential manufacturing defects or hidden defects, in accordance with applicable law.
* No returns or exchanges on CUSTOM or ON DEMAND items (carrycot with initial).
*The supply of sealed goods (cosmetic products) cannot be returned without the original seal.
*Remember that you can only deliver the return/exchange on weekdays and Saturdays at some pick up points.
*In the case of delays on the part of the transport company, Sorellas The Brand does not take charge and in case of wanting a return the client will also assume the expenses of return. The customer must claim it to the transport company.
How to return a defective product?
We are sorry if you have received a product with a manufacturer's defect. Our team carefully checks each item before it is shipped, so it is not usual, but if this happens, we will be happy to replace the item with the same item that is in perfect condition. You must notify us via email and we recommend that you do so within 2 calendar days of receiving it, i.e., at the latest, the day after you receive it.
- Please send an email to info.sorellasthebrand@gmail.com with photos proving the defect of the item, the name and order number of the person who placed the order.
- Our team will review the merchandise and will issue, in case the conditions have been met, a replacement item within a period not exceeding 15 working days (Sorellas will assume the shipping costs of the replacement). In case you do not want the replacement, it will be handled as a return and the item will be refunded.
Sorellas The brand will assess the damage upon arrival at the facility.
* IMPORTANT NOTE: Returns for defective item will only be accepted when the product retains its labeling. Otherwise, it will be understood that the item has been used and the defect is due to improper use.
** The customer who manages a return for defective product assumes its responsibility, as well as all legal consequences that may arise from a bad faith conduct constituting fraud. Once the defective product arrives at our facilities, the team will assess whether it is a manufacturing defect. If it is not, it will be the customer who assumes the shipping costs to our facilities. To inform us that an item is defective, you should always write an email to: info.sorellasthebrand@gmail.com
When Sorellas receives a returned item with any damage made by the customer or that has been sent without the original labeling, Sorellas will contact the customer to recover the item by paying the shipping costs again. If in a period of 1 month the customer does not pay for this shipment, he/she will have lost the possibility of recovering it and it will be donated to the Red Cross.
Política de cancelación y modificación de pedidos
Debido a la gestión y preparación inmediata de los pedidos, no se aceptan cancelaciones una vez efectuado el pago.
En caso de necesitar una modificación del pedido, esta podrá solicitarse antes del envío, indicando claramente los productos que se desean eliminar y los que se desean añadir. Las modificaciones estarán sujetas a disponibilidad y validación por parte de la empresa.
Si en un plazo de 72 horas no se recibe respuesta por parte del cliente, el pedido será procesado y enviado automáticamente.