DO YOU HAVE DOUBTS ABOUT THE SHIPMENT?
We ship to mainland Spain (Spain and Portugal) and the Balearic Islands in approximately 24/48 working hours and the Canary Islands in approximately 7 calendar days. Also to France/Europe in 72 working hours approximately. For USA it is 4/5 working days.
In the case that the delivery times are not met due to a problem with the transport agency, Sorellas The Brand will not be responsible for economic level.
Shipping costs vary depending on the place of delivery. You can see the shipping costs once you have chosen your products by clicking on the shopping cart and choosing the shipping zone.
It is possible that during promotional periods the shipping costs are free, these and other promotions will be clearly indicated in our online store.. Remember that if you subscribe to our newsletter, you will also enjoy these and other advantages exclusively when they are active.
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 free of charge. You can choose one of the Seur collection points. The next day, the day of delivery, you will receive an email informing you of the time you will receive your order.
¿What happens if I am not at home on the day of delivery?
In the event that the transport company makes a delivery attempt and does not find you at home, it will take the package to a pick up point after communicating it by email or cell phone. In the event that more than 7 days pass, the shipment will return to our facilities, and the customer does not go to pick it up, you must bear the cost of returning the package, as well as 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 cost of return shipping and then to your home in the case of wanting it back.
In the case of being returned to origin, i.e. Sorellas, we will keep the order for 1 month, but in case of claiming it, the customer will not have the right to claim neither the amount nor the content of the order.
Can you change the date and place of delivery once the order is placed?
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 free of charge. You can choose one of the Seur collection points. The next day, the day of delivery, you will receive an email informing you of the time you will receive your order.
In the case of not receiving the order, you have a period of 1 month and 15 calendar days to claim it, if not claimed, it will be understood that it has been delivered correctly.
RETURNS AND EXCHANGES
We accept returns (refunds) and exchanges.. If you have any other questions regarding timeframes, shipping costs or performance, you can view all the details regarding returns here
You must send an email to [email protected] with the name, order number and garment to be returned or manage it yourself through your customer account. We will get back to you with the steps to follow.
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 this is not the norm, but if this happens, we will be happy to replace the item with one that is in perfect condition.
Please send an email to [email protected] with the photos proving the defect of the item, the full name of the person who made the purchase and the order reference within 2 calendar days, i.e. the next day after receiving it. Our team will check the merchandise and will issue, if the conditions have been met, a replacement FOR THE SAME item within a period not exceeding 15 working days (Sorellas will assume the shipping costs of the replacement). If you want another item or return it, it will be handled as a return.
CONTACT WITH US
If you have any questions, please send us an email to [email protected], we will answer you as soon as possible
We can help you find your size, solve doubts about shipping or returns.
FAQs
How do I purchase online?
Choose the products you like the most and add them to the shopping cart making sure that the size and color chosen are correct. You will always know the number of products you have in your cart and the total amount of products in your cart (without shipping or other costs that will be added at checkout). When you have finished, click on the link "view shopping cart" to review the products you have selected and make a final assessment of the amount of your order. At the moment of proceeding with the purchase, fill in the form indicating the data we request (necessary to manage your order). Once the process is 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 real 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 doubts about the color of any of our products, please contact us.
Can I order models that are not listed on the Web?
For different reasons, not all the clothes of the stores can be found in the online store, but if you are interested in any product please contact us through our contact form and we will inform you of the possibility of acquiring it.
What sizes are shown on the Web?
All sizes shown are continental European sizes. If you have any questions, please 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 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 have made the payment, thus CANCELING THE ORDER HAS A MANAGEMENT COST OF 3€.
¿Where do you ship and how much does it cost?
We ship to mainland Spain (Spain and Portugal) and the Balearic Islands in approximately 24/48 working hours. Also to France/ Europe in 72 working hours approximately.
Shipping prices may vary and may be subject to promotions. When you add the products to the cart you will see the shipping cost. Depending on the value of your cart, shipping will be free.
In the event of delays on the part of the transport company Sorellas The Brand is not financially responsible for the delay.
¿Do you deliver to collection points?
Yes, but when you place the order you must provide a shipping address. When the order leaves the warehouse, Seur will send you an email if you want to change the date and place of delivery. It is at this moment when you can request a delivery at a Seur pick up point.
¿What happens if I am not at home on the day of delivery?
In the event that the transport company makes a delivery attempt and does not find you at home, it will take the package to a pick up point after communicating it by email or cell phone. In the event that more than 10 days pass, the shipment will return to our facilities, and the customer does not go to pick it up, he will have to assume the costs of the return of the package, as well as the shipping costs again.
Can you change the date and place of delivery once the order is placed?
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 free of charge. You can choose one of the Seur collection points. The next day, the day of delivery, you will receive an email informing you of the time you will receive your order.