FAQ

How do I track my order?

To track your order, email us at info@sorelo.co.uk to request your tracking number. Alternatively, you can DM us on instagram @sorelo.official and we will endeavor to reply within 24 hours.

How do I cancel or modify my order?
To cancel or modify your order email us at info@sorelo.co.uk or alternatively, DM us on instagram @sorelo.official and we will endeavor to reply within 24 hours.
Please note: Once an order has been shipped, you can no longer modify or cancel your order.

What if I have not received my order?
If you have not received your order, please contact our team at info@sorelo.co.uk. Alternatively you can DM us at @sorelo.official and we will endeavour to reply within 24 hours.

What if I receive my order and it is damaged, defective or not what I ordered?
If you are not completely satisfied with your order, please contact our team at info@sorelo.co.uk and we will investigate the matter. Alternatively, you can DM us on instagram at @sorelo.official and we will endeavour to reply within 24 hours.

What forms of payment are accepted?
We accept the following methods of payment:
Paypal, Credit or debit card (Visa, Mastercard, Maestro)

Do you do promotional or discount codes?
Keep an eye out on our social media for all our latest offers! 
Insta: @sorelo.official
Twitter: @sorelo.official
FB:@sorelo.official

Please note: Once you have checked out and your order has been processed, discount codes can no longer be applied. 

How do I use my promotional code?
To use a promotional code, enter it in the Coupon box on the bag page and click ‘apply coupon’.

Delivery 

What are the delivery costs and times?
Deliveries within the UK are £5.99. Cost of deliveries outside of the UK varies.

What countries do you deliver to?
We only deliver to the UK .

 

Refunds and Returns

Any item you are not completely happy with, can be returned within 14 days of purchase under the conditions that it is unused and in its original packaging. Refunds will be credited to your account via your original payment method within 7 working days, once we receive your item in a saleable condition. In the occasion that the item returns to us used, damaged or broken we are unable to process a refund for you. 

Email us at info@sorelo.co.uk and we'll be in touch with instructions to start the refund process.

Please note, it is the customer’s responsibility to cover the cost of returns postage, and shipping costs are non-refundable. We recommend using a tracked parcel service as we can only guarantee a refund once we receive your item.  

Unfortunately we are unable to offer refunds on  products that have been used, unless they arrived faulty. We also don’t offer refunds or returns on end of line, discounted, sale items or any purchases older than 14 days after receiving the item.