Refund Policy
RETURNS AND EXCHANGES
To manage your returns: https://returns.itsrever.com/sorellasthebrand
The customer must return or deliver the product directly to SORELLAS THE BRAND BARCELONA SL through 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 it is received.
The returns that you want to make, when buying in physical stores, must be returned in store. No returns can be made in Nave or online.
Purchases made online can only be returned online.
The deadline for returns shall be deemed to have been met if the customer returns the product before the deadline expires.
Return of payment
Amounts paid by the customer will be refunded using the same form of payment used by the customer, unless otherwise agreed.
*SURPRISEBOX box items, complements and perfume are non-returnable and non-exchangeable.
*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.
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, Netherland, Italy, Germany and Austria (Fedex ) are 7,95€ (+0,5€ per item)
For Denmark, Finland and Greece (Fedex) it is 11,95€ (+0,5€ per garment).
For the rest of Europe (Fedex) it is 14,45€ (+0,5€ per item)..
To find your nearest pack point,
to deposit your refund, you may do so at 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,
to deposit your refund, you could do it in 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 pack point to deposit your return, you may 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.
* 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.
How can I cancel my order if I don't want to receive it?
Once the purchase is made, the order automatically goes to the prepared area. If the package is not yet with the transport company, the cancellation cost is 3€. In case it is already prepared and the transport company has it, it must be done as a normal return, assuming the transport costs by the customer.