Refund & Return Policy

At Soreza, every item is carefully inspected before shipping. Our team is small and women-led, and we value transparency, ethical fashion, and customer satisfaction. If there is ever an issue with your order, we will always try to resolve it professionally and fairly.

If Your Order Arrives Faulty or Incorrect

Please contact us within 48 hours of delivery with photo evidence.
We will offer one of the following free of charge:
• Replacement
• Exchange
• Store Credit
A refund may only be considered after a solution has been offered.

Materials & Transparency

• All items described as “leather” are made from Premium Vegan Eco-Leather 
• Material composition is stated on every product page
• Returns based on material preference (e.g., “I didn’t know it was vegan”) are treated as change-of-mind cases and may not be eligible

Standard Return Window

We offer a 30-day return window for eligible returns only.
To keep worldwide shipping free, we operate on a shared return system:
• Outbound shipping (to you): Free — covered by Soreza
• Return shipping: Covered by the customer for all approved returns

Important: Change-of-mind and personal preference returns are only accepted for UK & EU customers within the first 14 days after delivery. For all other regions, and after Day 14 in the UK & EU, these reasons are not eligible for return.

Change-of-Mind / Personal Preference Returns

These include reasons such as:
• You no longer want the item
• Change of colour / style preference
• Ordering multiple to compare and return some
• Item looked different than expected but it matches the descreption on product page 
• Item arrived too late for a personal occasion

UK & EU Customers: These reasons are accepted only within the first 14 days after delivery. From Day 15 to Day 30, only incorrect or defective items qualify for return. Personal preference returns are not accepted after Day 14.
Customers Outside the UK & EU: Change-of-mind and personal preference returns are not accepted at any time.

Return Location

Returns must be shipped to our International Distribution Centre (warehouse of origin). This may be located outside your home country and standard international postage rates may apply.
Packages sent to the courier address printed on the shipping label cannot be processed and may be lost.

Return Eligibility – Checklist

To be accepted, the item must meet all of the following:
 Tags attached and undamaged
 Never worn or used
 No stains, scratches, or marks
 No perfume, smoke, or odors
 Original packaging included

Items sent back without prior approval may be rejected
Items showing signs of wear/use may have up to 100% of their value deducted from the refund

Sale Items & Promotions

• Standard discount codes (10–15%) → Eligible for return (customer pays return shipping)
• Final Sale items are not returnable, including:
– Discounts of 20% or higher
– Clearance items
– Personalized/customized products
– Hygiene-sensitive items (e.g., earrings)

UK & EU – Legal 14-Day Cooling-Off Period

Customers in the UK & EU have a legal right to cancel any order within 14 days of delivery, for any reason. Once cancellation is approved, the item must be returned:
• Unused
• In original packaging
• With all tags attached
After 14 days: Only incorrect or defective items qualify for return.

How to Start a Return (Approval Required)

To begin a return, please contact us at contact@soreza.com
We will provide:
• The correct return address
• Step-by-step return instructions
Do not return items to the address on the shipping label, this belongs to the courier facility and cannot identify your order.

Chargeback & Fraud Protection

For every order, we retain proof of:
• Delivery & tracking details
• Quality control records
• Order data & communication history
Chargebacks filed before contacting us may be flagged during investigation. We always respond — please reach out first so we can resolve the issue fairly and efficiently.

Thank you for supporting ethical fashion and responsible shopping. Your understanding helps us reduce waste, maintain fair pricing, and continue offering free worldwide shipping.