FAQ's
Q. When will my order arrive?
A. Most orders are processed within 2–4 working days after ordering.
Once the order has been dispatched, you will receive a confirmation email with your tracking number to the email address provided. Orders are shipped from our nearest warehouse depending on your location.
These are estimated times based on current shipping times*
USA, Canada 7–10 working days
UK, Europe 7–10 working days
Australia, New Zealand 7–15 working days
*Times may vary due to shipping peaks, national holidays and Covid-19.
Q. Has my order been shipped yet?
A. Orders are usually shipped within 2–4 working days, sometimes sooner. You will receive a shipping notification email once your order has been shipped. Please check your spam/junk folder in case the email has ended up there. If you cannot find your shipping notification or think you may have deleted it, please contact us at help-sorelli@outlook.com . We can then provide you with real-time information on whether or not your order has been shipped.
Q. My item arrived damaged or broken. What can I do?
A. First of all, we apologise for this incident. To help us resolve the issue, please take photos and send them to help-sorelli@outlook.com. Once we receive them, our team will look into it. We must be notified within 48 hours of receiving the package and are not responsible for packaging damage, as it is the courier's responsibility to handle the shipment with care. This is beyond our control.
Q. I ordered two or more items, why did I only receive one?
A. If you order one or more items at the same time, they may be shipped separately as the products are shipped from different warehouses that belong to us. You may receive one item before the next. Do not panic if you do not receive all items at once. They will be delivered to you.
Q. I need to cancel or change my order. How do I do that?
A. We always try our best to cancel your order. However, if your order has already been dispatched or processed, we cannot cancel it.
If you wish to change your order, e.g. the style, size, colour or delivery address, please contact us as soon as possible. We will do our best to make changes as long as your order has not yet been shipped. If your order has already been shipped, we cannot change the order, but we will gladly accept a return if you wish.
Q. Can I get a refund or return?
A. We offer a 30-day money-back guarantee. If 30 days have already passed since you received your order, we unfortunately cannot offer you a refund or exchange. To be eligible for a refund, the items must be in the condition in which you received them, including the packaging and all accessories.