Refund policy
Return and Refund Policy
At Sorelle, every order is prepared and inspected with care before leaving our studio. Because soap and other personal care products cannot be restocked or resold safely after delivery, all purchases are final.
Final Sale
We do not accept returns or exchanges due to the hygienic and personal nature of our products.
Refunds, returns, or exchanges will not be provided for:
- A change of mind
- Personal fragrance preferences
- Individual skin sensitivities or reactions
- Failure to review the product description or ingredient list
- Normal variations associated with handcrafted products
- Products purchased during a promotion, sale, or special offer
Customers are responsible for reviewing all product information and ingredient lists before completing a purchase.
Handmade Product Variations
Each Sorelle soap is handcrafted in small batches. Variations in color, pattern, texture, shape, finish, dimensions, and weight may occur from one bar or batch to another.
These natural differences are part of the handmade character of the product and are not considered defects.
Order Cancellations and Changes
Orders may be canceled or modified only before they enter processing.
Once an order has been prepared, packaged, or submitted for shipment, it cannot be canceled or changed. We cannot guarantee that cancellation requests will be received before processing begins.
Incorrect or Missing Items
We carefully verify each order before shipment. If the contents of your package do not match your order confirmation, contact us within 48 hours of the carrier’s recorded delivery time.
Your message must include:
- Your order number
- A description of the discrepancy
- A clear photograph showing all items received
- A photograph of the shipping package and packing slip, when available
We will compare the information provided with our fulfillment records. When we confirm that an item was omitted or that the wrong product was packed, Sorelle will determine the appropriate correction.
Reports submitted after the 48 hour period or without sufficient supporting information may not qualify for review.
Shipping Damage
Sorelle carefully packages each order before transferring it to the shipping carrier. Once a package has been accepted by the carrier, its handling and transportation are outside our control.
Sorelle is not responsible for crushing, breakage, exposure to moisture, heat damage, mishandling, or other damage that occurs while a package is in the carrier’s possession.
Customers should retain the complete shipping package and contact the carrier promptly regarding transit damage. Photographs of the shipping box, label, packing materials, and affected products may be required by the carrier.
When reasonably possible, Sorelle may provide shipping records or other documentation needed for a carrier claim. Any reimbursement or other resolution related to transit damage remains subject to the carrier’s claim requirements, coverage, and determination.
Weather and Delivery Exposure
Soap may be affected by prolonged exposure to heat, direct sunlight, rain, humidity, or other environmental conditions after delivery.
Customers are responsible for monitoring tracking information and retrieving packages promptly. Sorelle is not responsible for changes to a product caused by weather conditions or by a package being left outdoors, inside a mailbox, or in another delivery location after delivery.
Shipping Addresses
Customers are responsible for providing a complete and accurate delivery address at checkout.
Submitting an address change request does not guarantee that the address can be updated. Once an order has entered processing or has been transferred to the carrier, Sorelle may be unable to redirect or modify the shipment.
Sorelle is not responsible for delivery problems, losses, delays, or additional costs resulting from an incomplete, incorrect, outdated, or inaccessible address supplied by the customer.
Refused, Unclaimed, or Undeliverable Packages
Shipping charges are nonrefundable when a package is refused, left unclaimed, or returned because of an incorrect or incomplete address, failed delivery attempts, lack of access to the delivery location, or another circumstance outside Sorelle’s control.
If an unopened package is returned to Sorelle, the customer may request reshipment and will be responsible for all additional shipping charges.
Because the products are personal care items, the return of a package to Sorelle does not automatically qualify the order for a product refund. Any exception will be evaluated individually, and original shipping charges will not be refunded.
Packages Marked as Delivered
An order is considered delivered when the carrier’s tracking information confirms delivery to the address entered at checkout.
Sorelle is not responsible for packages that are lost, misplaced, stolen, or removed after the carrier records them as delivered.
Customers should check the delivery area, household members, neighbors, building personnel, mailroom, and any location identified in the carrier’s delivery record. Questions about delivery location or proof of delivery should be submitted directly to the carrier.
Shipping Delays
Carrier delivery dates are estimates and are not guaranteed by Sorelle.
Sorelle is not responsible for delays caused by the carrier, weather, service interruptions, peak shipping periods, incorrect addresses, or other circumstances outside our reasonable control. A carrier delay does not qualify an order for cancellation or refund.
Skin Sensitivities
Customers should review the full ingredient list before purchasing or using any product. Discontinue use if irritation occurs.
Differences in personal preference, skin type, sensitivity, or individual reaction do not qualify a product for a return, exchange, or refund.
Approved Refunds
In the limited circumstances in which Sorelle approves a refund, it will be issued to the original payment method.
Original shipping fees, expedited shipping fees, and other delivery charges are nonrefundable unless Sorelle determines that the charge resulted directly from an error made during fulfillment.
Financial institutions may require additional processing time before an approved refund appears in the customer’s account.
Gift Cards
Gift cards are final sale and cannot be returned, exchanged, or redeemed for cash, except where required by applicable law.
Contact
Questions regarding an order must be submitted through our Contact page or to the customer service email listed on our website.
Please include your order number and all information requested under the applicable section of this policy.