Country
Log in

CART

The CART empty

Refund Policy

EXCHANGES AND RETURNS

To manage your returns: RETURNS PORTAL

The customer must return or deliver the product directly to SORELLAS THE BRAND BARCELONA SL or to the shipping company via this link, and in any case within a maximum of 14 calendar days from the date the order was received, including the day it was received. 

Purchases made at a physical store—even if they are shipped to your home—can only be returned in-store. Since our website currently does not track orders placed in-store, any order-related requests must be handled in-store. The return period is 14 calendar days (some products cannot be returned at physical stores: shawls, stoles, costume jewelry, and perfume).

Purchases made through the website can be returned through our website or at a physical store.

The return period will be considered met if the customer returns the product before the deadline.

Refund

To process a return, you must provide the store receipt—either a physical copy or an SMS receipt—along with the bank statement if you paid by card. Refunds will always be issued via the same payment method. If this is not possible, a store credit will be issued.

Amounts paid by the customer will be refunded using the same payment method used by the customer, unless otherwise specified. If another form of refund is chosen, such as coupons or a gift card, this choice cannot be changed.

*No exchanges or returns are accepted for items from the SURPRISEBOX, accessories, jewelry, nipple covers, or perfume.

**Theimages of our products have been taken with the utmost care to ensure they accurately represent the products. However, due to differences in device screens or lighting, there may be slight variations in color compared to the actual product. In such cases, Sorellas is not responsible for these variations.

***For garments with sequins or glitter, it is common practice to apply extra material during manufacturing to ensure a high-quality finish. Therefore, if the excess falls off, it does not affect the design or quality of the garment and is not considered a manufacturing defect. 

****We do not accept exchanges or returns on items that show damage caused by contact with accessories in specific areas such as the underarms, neckline, waistband, or seams. We recommend trying on garments with care and avoiding direct contact with accessories while wearing them. Our team carefully inspects each item before shipping to ensure it is in perfect condition.

The customer is responsible for shipping costs:

For Spain, the cost is €4.50 (+€1 per item); forthe Balearic Islands, €6.50 (+€0.50 per item); and for Portugal, €5.50 (+€1 per item).

For France, Belgium, Luxembourg, and the Netherlands (In Post), the cost is €5.95 (+€1 per item)

For France, Belgium, Luxembourg, the Netherlands, Italy, Germany, and Austria (FedEx) is €7.95 (+€0.50 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 drop off your return, you can use the following link: https://www.fedex.com/de-de/shipping/schedule-pickup.htmlor https://www.fedex.com/es-es/shipping/schedule-pickup.html

For the United States, the cost is €14.95 (+€1 per item)*. This amount is subject to an additional customs fee, which will depend on the price of the items.

To find your nearest Pack Point in the U.S. and drop off your return, you can use the following link: https://www.fedex.com/en-us/shipping/schedule-manage-pickups.html

For the United Kingdom and Ireland, the cost is €11.95 (+€1 per item). * This amount is subject to an additional customs fee, which will depend on the price of the items.

To find your nearest drop-off location in the UK and drop off your return, you can use the following link:https://www.fedex.com/en-gb/shipping/schedule-pickup.html

For the rest of the world, if you need to process a return, you must do so through the shipping company of your choice, with shipping costs paid by the customer, and send the package to the following address: Carrer del Riu Sec, Nave 37, 08290 Cerdanyola del Valles, Barcelona, Spain.

The package must be returned in its original packaging, in perfect condition, exactly as it was received, and with all labels attached.

Once we receive the item, we will inspect it and notify you by email within a reasonable time frame whether the return is approved.IF THE RETURN IS APPROVED, YOU WILL BE REFUNDED THE FULL AMOUNT OF THE ITEMS YOU PURCHASED, MINUS SHIPPING COSTS.

 

In-Store Clothing Return Policy

In our stores, we pay close attention to every detail to ensure that our clothing is in top condition. For this reason, we recommend that our customers inspect their purchases at the time of sale to make sure they meet their expectations.

A purchase made at a physical store implies the customer's acceptance of the garment's condition 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 possible manufacturing defects or hidden defects, in accordance with current regulations.

 

* No exchanges or returns are accepted for PERSONALIZED or MADE-TO-ORDER items (baby carrier with an initial).

*Sealed goods (cosmetics) may not be returned without the original seal.

*Please note that you can only return or exchange items on weekdays and Saturdays at certain pickup locations

*In the event of delays caused by the shipping company, Sorellas The Brand is not liable, and if the customer wishes to return the item, the customer will also be responsible for the return shipping costs. The customer must file a claim with the shipping company.

How do I return a defective product?

We apologize if you received a product with a manufacturing defect. Our team carefully inspects every item before it is shipped, so this is not common, but if it does happen, we will be happy to replace the item with one that is in perfect condition. You must notify us via email , and we recommend that you do so within 2 calendar days of receiving the item—that is, no later than the day after you receive it.

  • Please send an email to info.sorellasthebrand@gmail.com with photos showing the defect in the item, as well as the name and order number of the person who placed the order.
  • Our team will inspect the merchandise and, provided the conditions have been met, will issue a replacement for the item within 15 business days (Sorellas will cover the shipping costs for the replacement). If you do not wish to receive a replacement, the order will be processed as a return and you will be refunded for the item.

Sorellas The brand will assess the damage upon arrival at the facility.

* IMPORTANT NOTE: Returns due to a defective item will only be accepted if the product still has its original tags attached. Otherwise, it will be assumed that the item has been used and that the defect resulted from improper use.

** Customers who initiate a return for a defective product assume full responsibility, as well as all legal consequences that may arise from bad-faith conduct constituting fraud. Once the defective product arrives at our facilities, our team will assess whether it is a manufacturing defect. If it is not, the customer will be responsible for the shipping costs to our facilities. To report a defective item, you must always send an email to: info.sorellasthebrand@gmail.com

When Sorellas receives a returned item that has been damaged by the customer or sent without the original tags, it will contact the customer so that they can retrieve their item by paying the shipping costs again. If the customer does not pay these shipping costs within one month, they will lose the right to retrieve the item, and it will be donated to the Red Cross.

Order Cancellation and Modification Policy

Due to the immediate processing and preparation of orders, cancellations are not accepted once payment has been made.

If you need to make a change to your order, you may request it before shipment, clearly indicating which products you wish to remove and which you wish to add. Changes are subject to availability and approval by the company.

If we do not receive a response from the customer within 72 hours, the order will be processed and shipped automatically.