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RETURNS FAQs
More information about our Returns Policy
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Our Returns and Exchange Policy is all about making it easy for you. Whether your purchases are made in store or online, our Returns Policy makes returns simple. For your convenience, our merchandise may be exchanged or returned for a store credit. We do not offer refunds, however, our policy does not exclude or replace your rights given under Australian Consumer Law and regulations.
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We do not offer refund for change of mind. If you have changed your mind and you are able to provide satisfactory proof of purchase, we may offer you an exchange or store credit provided that the merchandise:
- is in saleable condition
- is unworn and unused with all original, sealed packaging and tags attached
- is not subject to the exclusions listed below; and
- the exchange is sought within a reasonable period of time (in most cases a reasonable period of time is deemed to be 14 days)
- Items must be unwashed, unworn and unused items in their original condition- must be returned upon presentation of the original receipt within 14 days of purchase.If you are unable to provide satisfactory proof of purchase, we at our discretion reserves the right not to offer an exchange or store credit for change of mind. In such cases, we may provide you an exchange to the current value of the merchandise or store credit. We are not required to provide you with a copy of your original receipt to facilitate an exchange, store credit, insurance or warranty claim. -
Please choose carefully when purchasing the following merchandise as change of mind returns, exchanges or refunds will not be provided on:
- All sale items in-store and on-line
- Gift Cards
- Pierced jewellery
- Personal products
- Candles -
Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
- Original register receipt (no photocopies accepted)
- Original return/exchange receipt/gift receipt
- Financial Statement (i.e bank statement, credit card statement)
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If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law.
These rights are not impacted by the change of mind policy or limited by a defined timeframe.However the Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).
Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase—e.g. your receipt.
At our discretion, we may replace the item or refund you) within a reasonable time.Where an item is damaged through misuse or abnormal use, we will not provide a refund, exchange or repair.We will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law. -
In Person
Present your receipt/proof of purchase at our store within 14 days of order receipt. We are located at 42 Reid St, Wangaratta, VIC, 3677
By Post
Please post your item along with the original invoice to:
Sorella Store, 42 Reid St, Wangaratta, VIC, 3677
Refunds for all purchases instore and online channels will be given using your original payment method, except in the following circumstances:- Where a credit or debit card was used to make the purchase, the cardholder and the same card must also be present, otherwise a store credit will be provided.
- If the purchase was made by Gift Card a store credit will be issued (unless otherwise required by law).
- If the purchase was made by credit card for instore returns the refund will be processed to the credit card issued in the same name of the purchaser or a store credit will be issued.
- Gift Cards cannot be exchanged.
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EXCHANGE AND REFUND POLICYOur Returns and Exchange Policy is all about making it easy for you.Whether your purchases are made in store or online, our Returns Policy makes returns simple. For your convenience, our merchandise may be exchanged or returned for a store credit. We do not offer refunds, however, our policy does not exclude or replace your rights given under Australian Consumer Law and regulations.
CHANGE OF MINDWe do not offer refund for change of mind. If you have changed your mind and you are able to provide satisfactory proof of purchase, we may offer you an exchange or store credit provided that the merchandise:- is in saleable condition
- is unworn and unused with all original, sealed packaging and tags attached
- is not subject to the exclusions listed below; and
- the exchange is sought within a reasonable period of time (in most cases a reasonable period of time is deemed to be 14 days)
- Items must be unwashed, unworn and unused items in their original condition- must be returned upon presentation of the original receipt within 14 days of purchase.If you are unable to provide satisfactory proof of purchase, we at our discretion reserves the right not to offer an exchange or store credit for change of mind. In such cases, we may provide you an exchange to the current value of the merchandise or store credit. We are not required to provide you with a copy of your original receipt to facilitate an exchange, store credit, insurance or warranty claim.
EXCLUSIONSPlease choose carefully when purchasing the following merchandise as change of mind returns, exchanges or refunds will not be provided on:All sale items in-store and on-line
Gift Cards
Pierced jewellery
Personal products
Candles
PROOF OF PURCHASEReturns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:Original register receipt (no photocopies accepted)
Original return/exchange receipt/gift receipt
Financial Statement (i.e bank statement, credit card statement)
CONSUMER GUARANTEESIf you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined timeframe.However the Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).
Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase—e.g. your receipt.. At our discretion, we may replace the item or refund you) within a reasonable time.Where an item is damaged through misuse or abnormal use, we will not provide a refund, exchange or repair.
We will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
RETURN TENDERRefunds for all purchases instore and online channels will be given using your original payment method, except in the following circumstances:- Where a credit or debit card was used to make the purchase, the cardholder and the same card must also be present, otherwise a store credit will be provided.
- If the purchase was made by Gift Card a store credit will be issued (unless otherwise required by law).
- If the purchase was made by credit card for instore returns the refund will be processed to the credit card issued in the same name of the purchaser or a store credit will be issued.
- Gift Cards cannot be exchanged.
INTERNATIONAL SHIPPINGSorella Store happily ships globally with the exception of a few countries.
We charge a flat rate of $30 and orders are shipped using ‘standard international post’, which is trackable via the australia post website, and requires a signature on arrival.
Tracking number will be recorded and emailed to you.** All international customs charges and taxes are payable by the receiver. Sorella Store is not responsible for any additional charges incurred for shipping orders internationally The responsibility for any custom duties, foreign taxes or other fees, which may be, imposed rest with the customer.
Please contact your local customs office for more information regarding taxes and duties payable in your region.International 5-15 days - your location dependant.Note: this option does not provide insurance, if you wish to add insurance onto your item please contact us at hello@sorellastore.com.au
We recommend providing a daytime address where someone will be available to sign between 9am-5pm.
You will receive an email once your order has been dispatched with all necessary information for tracking your order.
You can track your order on the Australia Post website: https://auspost.com.au/mypost/beta/track/search PRIVACY WHEN MAKING A RETURNWe are committed to protecting your privacy. You may be asked to present photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date.
HOW TO RETURN YOUR ITEMIn PersonPresent your receipt/proof of purchase at our store within 14 days of order receipt. We are located at 42 Reid St, Wangaratta, VIC, 3677By PostPlease post your item along with the original invoice to:Sorella Store,42 Reid St,Wangaratta.VIC. 3677