We want you to be satisfied with your purchase from
Soreana. If something isn’t right, this policy explains your rights and how we handle returns and refunds.
1. 30-Day Return Policy
Soreana offers a
30-day return policy on eligible items. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.
Approved returns will be refunded to the original payment method for the product price. Please see Section 4 for details on shipping cost refunds.
2. Return Eligibility
- Conditions: items must be unused, in their original condition, and returned with the original packaging and accessories.
- Hygiene and sealed products: items sealed for hygiene reasons (e.g. personal care or beauty products) cannot be returned once opened, unless defective.
- Final sale items: clearance items or products marked as “final sale” are not eligible for return unless defective.
3. Defective, Damaged, or Incorrect Items
If your item arrives defective, damaged in transit, or does not match what you ordered, please contact us within
7 days of delivery. We will cover all return shipping costs and provide a full refund or replacement at your choice.
4. Return Shipping Costs
- Defective, damaged, or incorrect items: we cover all return shipping costs, and the original shipping charges are fully refunded.
- Change-of-mind returns: the cost of shipping the item back is your responsibility, and the original outbound shipping charges are non-refundable.
5. How to Request a Return
- Send us an email at Support@soreana.co.uk including your order number and the reason for the return.
- We will respond within 1–2 business days with return instructions and the return address.
- Repack the item securely and ship it via a trackable service. We recommend keeping proof of shipment until the refund is processed.
6. Refund Processing
All returned items are inspected upon receipt. If approved, refunds will be issued to the original payment method within
5–7 business days after inspection. Posting times may vary depending on your bank or payment provider.
7. Exchanges
If you wish to exchange an item for a different size, color, or product, please contact us first. Exchanges are subject to availability.
8. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible. We can generally cancel orders that have not yet been processed for shipment. Once an order has shipped, it must be handled as a return under the policy above.
9. Contact
Customer Service Hours:
Monday – Saturday: 09:00 – 17:00 (UTC-6)