Refund policy

Returns Policy

We have a 30-day returns policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition in which you received it: unworn or unused, with tags attached and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at support@sorelleaofficial.com. Please note that returns must be sent to the following address:

Rua Pedro Pereira da Silva Quadra 25 Lote 426, Cristalina GO, 73850-000, Brazil.

If your return is accepted, we will provide you with a return shipping label, along with instructions on how and where to send your parcel. Items returned to us without first requesting a return will not be accepted.

If you have any questions regarding returns, please contact us at support@sorelleaofficial.com.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess the issue and resolve it.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, including perishable goods (such as food, flowers or plants), custom-made products (such as special orders or personalised items), and personal care products (such as beauty products).

We also do not accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have any questions or concerns regarding your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The quickest way to ensure you receive the item you want is to return the item you currently have and, once the return has been accepted, place a separate order for the new item.

14-Day European Union Cooling-Off Period

Notwithstanding the above, if goods are being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing justification.

As stated above, the item must be in the same condition in which you received it: unworn or unused, with tags attached and in its original packaging. You will also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, your refund will automatically be issued to your original payment method within 10 business days. Please bear in mind that it may take some time for your bank or credit card provider to process and credit the refund to your account.

If more than 15 business days have passed since your return was approved, please contact us at support@sorelleaofficial.com.