Refund policy

We understand that sometimes, things don't work out exactly as we planned!

We have a 7-day return/exchange policy, which means you have 7 days after receiving your item to request a return. We offer exchanges or credit notes (valid for 6 months).

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Our items are hand made and delicate, so please pack with care. Exchange or returns will be at Sorel's sole discretion and we will be unable to accept your exchange/return if we consider the item used, damaged, dirty, misused, wear and tear or damaged in transit due to inadequate packaging.

To start a return, you can contact us at hello@sorelau.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Please include a prepaid post satchel with your details and best address for us to send you your goodies. Items sent back to us without first requesting a return will not be accepted.

Please allow 5-7 days on receiving your returned items for an email notification on the return status.

You can always contact us for any return questions at hello@sorelau.com.au.

 

*Note - shipping is not included in credit notes.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We will endeavor to repair or replace where available. We thoroughly test and check each piece before it leaves our office to ensure its highest quality, Please contact us at hello@sorelau.com.au with your order information, details and an image of the faulty item within 2 days of receiving your item.

Exceptions / non-returnable items
Certain types of items cannot be returned, earrings (due to hygiene reasons) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

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