Refund policy

CHANGES AND RETURNS

-Changes:

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 calendar days after receiving the order. You must return the garment by courier service and the expenses 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.

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 PERIOD OF 15 CALENDAR DAYS to deliver the package to the transport company from receipt to EXCHANGE THE GARMENT and to make the CHANGE 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.
  • 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.

* 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

-Returns:

You can exchange 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 calendar days of receipt of 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 PERIOD OF 15 NATURAL DAYS to deliver the package to the transport company from receipt to RETURN THE GARMENT and 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.
  • 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 or changes are 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

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

*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 the customer assuming the return shipping costs.

* 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).

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 CANCELLING THE ORDER HAS A MANAGEMENT COST OF €3


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