Return Policy

Return and Refund Policy – SORELLE STORE

At SORELLE STORE, we strive to offer a sophisticated and impeccable shopping experience. However, if any item does not meet your expectations, we provide a structured and transparent return process, designed to protect our customers and the integrity of our collections.

Scope and Applicable Law: This policy applies to purchases made in our SORELLE STORE online store in the following countries: Germany, Australia, Belgium, Brazil, Canada, United States, France, Ireland, Italy, Malta, Netherlands, as well as to customers from other regions. We respect the local legislation of each market. In the European Union (Germany, France, Italy, Belgium, Netherlands, Ireland, etc.), for example, the consumer has the legal right to withdraw from the purchase within 14 days of receiving the product. In other countries (USA, Canada, Australia, Brazil), there is no general law requiring returns due to "regret," but SORELLE STORE adopts international best practices: we offer 21 calendar days for customers to request a return or exchange, exceeding the minimum legal requirement. For defective items, all platforms guarantee replacement or refund, according to local legislation. In short, SORELLE STORE respects deadlines of up to 21 days and complies with the minimum 14-day deadline when required by law.

Deadlines for Returns and Refunds:

• Voluntary return: Return requests can be made up to 14 days after receipt, provided the product is unused, unwashed, undamaged, and in its original packaging, including all labels. Items showing signs of wear, odor, makeup, stains, or misuse may be refused. SORELLE STORE customers can return items within 21 calendar days from the delivery date. This period extends the legal reflection period of 14 days (right of withdrawal in the EU) for greater convenience.
• 14 business days (EU): For online sales in the EU, there is a right to cancel the purchase within 14 days. SORELLE STORE guarantees this minimum period and also offers up to 21 days for returns or exchanges (considering the delivery time and conditions for Returns).

• Refund period:

Refunds are made using the same payment method after approval of the quality inspection. Processing time may vary depending on banks and international operators. Customs fees, import taxes and logistics costs are non-refundable, as they are charged by third parties and local authorities. Return shipping costs may be the responsibility of the customer, except in cases of defect or shipping error. After we receive and inspect your return, we will notify you whether your refund has been approved or not. If approved, the refund will be automatically credited to your original payment method within 14 business days. Please remember that processing and issuing the refund by your bank or credit card company may take some time. After we receive and process the return, we will refund you within 14 days of confirmation of receipt, through the customer's original payment method, as required by law.

Product Return Conditions:

Certain categories — such as accessories, underwear, end-of-sale items, or seasonal collections — may not be eligible for return due to hygiene reasons or limited availability. If your item arrives damaged, defective, or incorrect, we ask that you contact us immediately, accompanied by clear photos, so that we can prioritize a quick solution. Depending on availability, the customer may choose a replacement or a full refund.
To return a product, it must be in perfect condition, as it was delivered. In particular:
• It must be new, without signs of use, with all original labels and accessories.
• The original packaging must be preserved (box or protective plastic, seal intact). • All documents (invoice, labels, certificates) must accompany the product.

In short, return the product in the same packaging in which you received it to guarantee a full refund. These conditions protect both the customer and SORELLE STORE.

Refunds and Exchanges:

• Full refund: As soon as we receive the return and confirm the above conditions, we will refund the amount paid for the (product) using the same payment method used.

• Exchanges: The quickest way to ensure you receive what you want is to return the item you have and, once the return is accepted, make a new purchase of the desired item. We offer exchanges only for another product of the same value, subject to stock availability. If you prefer to exchange for an item of higher value, the customer will bear the difference; exchanges for items of lower cost and value are not permitted.

• Return costs: SORELLE STORE is not responsible for the return shipping costs. For purchases within the EU, legislation stipulates that the consumer pays for returns unless the seller offers to pay. True to our commitment to trust, SORELLE STORE covers 100% of shipping costs for "authorized" returns, making the entire process free for the customer. 

Free Returns:

• We meet the expectations of our global customers: research shows that 88% of consumers in markets such as the US, Germany, and the UK consider free returns an expected standard, and 62% are more likely to buy knowing they can return items at no cost. Therefore, all returns of “eligible” items at SORELLE STORE are free, reinforcing trust in our brand. The customer pays nothing to return the product; simply follow the shipping instructions we provide.

Products on Final Sale:

• To maintain transparency and brand integrity, we inform you that only items explicitly identified as "FINAL SALE" cannot be returned or exchanged due to buyer's remorse. Items on sale or with significant discounts are usually marked as final sale – a common practice in retail – meaning there are no returns or refunds in these cases. This includes, for example, items on special promotion or from limited collections, provided this is indicated before purchase. In any case, defective products (with warranty) receive normal service (exchange or refund), even if they are in final clearance, according to the law (for example, the USA, Canada and Australia allow final clearance, but do not invalidate the legal warranty of the product).

Damaged Product on Delivery:

Upon receiving your order, check if the packaging arrived intact. If you notice damage or signs of tampering, refuse delivery from the carrier and photograph the packaging immediately. Send us the photos and inform us of what happened – this way, we can file a claim with the carrier and expedite the shipment of a new product. This precaution ensures mutual protection. According to good logistics practices, documenting the damage (and refusing delivery immediately) helps resolve problems without litigation. SORELLE STORE will support the customer in these situations, offering a refund or replacement at no additional cost.

Conformity Guarantee:

SORELLE STORE respects all legal guarantees. This legal obligation is independent of the return policy. At every stage, we act with transparency: the customer will be informed about the status of the return and, once approved, the refund will be issued quickly.

SORELLE STORE reinforces its commitment to customer safety and trust. Our return and refund policy has been designed to be clear, fair and aligned with global best practices. If you have any questions, our customer support team is available to assist you throughout the process, ensuring a safe and satisfactory shopping experience. To initiate a return, please contact us by email at sorelle.store.css@gmail.com 

If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send the package. Items returned without prior return request will not be accepted.
You can always contact us with any questions about returns by emailing sorelle.store.css@gmail.com.
If more than 15 business days have passed since your return was approved, please contact us at the same email address.
SORELLE STORE reserves the right to refuse returns that do not meet the aforementioned requirements or are outside the eligible period. Our team is always ready to offer attentive and excellent assistance at every stage of the process. To initiate a return request, please contact us by emailing sorelle.store.css@gmail.com. Your satisfaction is our top priority.