Refund policy

 RETURNS & REFUND POLICY

Last updated: September 2026

At Sorelle II, every order is carefully checked before being dispatched. We want you to be completely happy with your purchase, and we have created the following policy to make the return process clear and straightforward.

Sorelle II is based in Dubai, United Arab Emirates, and ships worldwide.

1. RETURN PERIOD

We accept eligible return requests made within 14 days of delivery.

To request a return, please contact us at [EMAIL] within the applicable return period.

The item must then be returned according to the instructions provided by our team.

2. RETURN CONDITIONS

To be accepted, returned items must be:

  • unworn and unused;

  • unwashed;

  • free from makeup, perfume, deodorant, stains or other marks;

  • free from damage, alterations or signs of wear;

  • returned with all original tags attached;

  • returned with the original packaging and accessories where applicable.

For hygiene and quality-control reasons, we cannot accept items that have been worn, washed, damaged, altered or returned with noticeable signs of use.

We recommend trying garments on over clean clothing and taking care not to mark the item with makeup, perfume, deodorant or self-tanning products.

3. RETURN SHIPPING

Unless the item received is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item to Sorelle II.

We strongly recommend using a tracked shipping service.

Sorelle II is not responsible for parcels lost or damaged while being returned by the customer where the customer has arranged the return shipment, subject to applicable law.

4. INTERNATIONAL RETURNS

For international orders, the customer is responsible for any return shipping charges, customs duties, taxes or other charges associated with returning the order, unless the return is due to an error or defect for which Sorelle II is responsible.

Customers should ensure that the return shipment is correctly declared and addressed.

Any costs incurred by Sorelle II because a customer has incorrectly declared, abandoned or failed to complete a return shipment may be deducted from any applicable refund where permitted by law.

5. SALE & PROMOTIONAL ITEMS

Sale and promotional items are eligible for return only where the applicable return terms or mandatory consumer law permit.

Any specific exclusions or special conditions will be clearly stated on the product page or at checkout before purchase.

6. EXCHANGES

We do not currently offer guaranteed exchanges.

If you require another size, colour or style, we recommend returning the original eligible item and placing a new order.

A replacement item is subject to availability.

7. FAULTY, DAMAGED OR INCORRECT ITEMS

If you receive an item that is faulty, damaged or different from the item you ordered, please contact us at [EMAIL] as soon as possible.

Please provide:

  • your order number;

  • photographs of the item;

  • photographs of the packaging where relevant; and

  • a description of the issue.

Please do not return a faulty or incorrect item before contacting us, as our team may need to provide specific return instructions.

Where Sorelle II is responsible for the issue, we will provide an appropriate remedy in accordance with applicable law.

8. INSPECTION OF RETURNS

All returned items are inspected before a refund is issued.

If an item does not meet the return conditions, Sorelle II may reject the return or, where legally permitted, make a reasonable deduction from the refund to reflect any reduction in value caused by use or handling beyond what was reasonably necessary to inspect the item.

If a return is rejected, we may offer to send the item back to the customer at the customer's expense.

9. REFUNDS

Once your return has been received and inspected, we will notify you whether the return has been approved.

Approved refunds will be issued to the original payment method used for the purchase unless otherwise agreed.

Please allow additional time for the refund to appear in your bank account or payment account, depending on your payment provider.

Shipping charges are non-refundable except where applicable law requires otherwise.

Where an item is returned because it is faulty, damaged or incorrectly supplied, the applicable costs will be handled in accordance with the customer's legal rights.

10. NON-DELIVERED OR UNCLAIMED ORDERS

If an order is returned to Sorelle II because the customer:

  • provided an incorrect or incomplete address;

  • refused delivery;

  • failed to collect the parcel;

  • failed to complete required customs procedures; or

  • otherwise caused the delivery to fail,

any reasonable costs incurred by Sorelle II may be deducted from the amount refundable, where permitted by applicable law.

11. CUSTOMISED OR MADE-TO-ORDER ITEMS

Certain products may be made specifically according to a customer's specifications or personalised for the customer.

Such products may be subject to different return conditions and may not be eligible for cancellation or return where an applicable legal exception applies.

Where special conditions apply, they will be communicated before purchase.

12. LEGAL RIGHTS

This policy does not affect any mandatory consumer rights that apply to your purchase under the laws applicable to you.

Where mandatory law provides a right or remedy that differs from this policy, that mandatory right will apply to the extent required by law.

13. CONTACT

For all return and refund enquiries:

Sorelle II
Dubai, United Arab Emirates

Phone & WhatsApp : 00 971 55 288 1970