SHIPPING POLICY

Last updated: September 2026

Sorelle II is a Dubai-based online fashion store offering worldwide shipping.

We carefully prepare and check every order before it is dispatched. Depending on product availability and customer's destination,orders may be fulfilled from different international locations.Please review the information below before placing your order.

1. ORDER PROCESSING

Orders are processed during our regular business days.

Orders placed on weekends or public holidays will begin processing on the next business day.

During launches, promotions, sale periods and other high-demand periods, processing may take longer than usual.

If there is an unexpected delay affecting your order, we will make reasonable efforts to keep you informed.

2. SHIPPING & DELIVERY

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information where tracking is available.

Delivery times depend on the destination and shipping method selected at checkout.

Estimated delivery times are provided as a guide and may vary due to:

• customs clearance;

• courier delays;

• public holidays;

• weekends;

• weather conditions;

• incorrect or incomplete delivery information;

• peak shopping periods; or

• circumstances outside our reasonable control.

A delivery estimate does not constitute a guaranteed delivery date unless expressly stated otherwise.

3. SHIPPING COSTS

Shipping charges are calculated and displayed at checkout based on your delivery destination, order and selected shipping method.

From time to time, Sorelle II may offer free shipping promotions or free shipping above a specified order value.

Any applicable shipping promotion will be clearly communicated at checkout or on the website.

4. INTERNATIONAL SHIPPING

Sorelle II ships internationally.

International delivery times vary depending on the destination country and customs procedures.

Some destinations may not be available for delivery due to courier restrictions, legal restrictions, customs requirements or other operational limitations.

If your destination is unavailable at checkout, please contact our customer service team.

5. CUSTOMS, DUTIES & TAXES

International orders may be subject to customs duties, import taxes, VAT, handling fees or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are the responsibility of the customer.

Sorelle II does not control customs authorities or the amount of any duties or taxes imposed.

Customers are responsible for ensuring that the products ordered can legally be imported into their destination country.

Customs clearance may cause delivery delays beyond the estimated delivery time.

6. CUSTOMS DELAYS

Once an international shipment has been handed to the courier, customs clearance is outside Sorelle II's control.

If customs requests additional information or payment from the customer, the customer is responsible for responding within the required timeframe.

Failure to provide the required information or pay applicable charges may result in the shipment being delayed, returned or abandoned.

Where permitted by applicable law, costs incurred by Sorelle II as a result of an unclaimed or refused shipment may be deducted from any applicable refund.

7. DELIVERY ADDRESS

Customers are responsible for ensuring that the shipping address and contact information provided at checkout are accurate and complete.

Please carefully check your:

• full name;

• street address;

• building or apartment number;

• city;

• postal code;

• country; and

• telephone number.

Once an order has been dispatched, we may not be able to change the delivery address.

If an incorrect or incomplete address results in a failed delivery, return to sender or additional shipping costs, the customer may be responsible for those costs where permitted by applicable law.

8. FAILED OR REFUSED DELIVERY

If a parcel cannot be delivered because the customer:

• provided an incorrect address;

• refused delivery;

• failed to collect the parcel;

• failed to respond to the courier;

• failed to complete customs procedures; or

• failed to pay applicable customs charges,

the parcel may be returned to Sorelle II.

If the parcel is returned to us, any reasonable shipping, customs, handling or return costs incurred may be deducted from any applicable refund where permitted by law.

If you would like the parcel to be shipped again, additional shipping charges may apply.

9. LOST OR DELAYED PARCELS

If your tracking information indicates that your parcel has been delayed, please contact us so that we can assist with an investigation with the relevant courier.

Delivery investigations may take time because we rely on information provided by the shipping carrier.

We ask customers to allow the courier's investigation process to be completed before a replacement or refund is considered, except where applicable law requires otherwise.

10. DAMAGED PACKAGES

If your package arrives visibly damaged, we recommend taking photographs of the package before opening it.

If the product inside is damaged, please contact us as soon as possible with:

• your order number;

• photographs of the product;

• photographs of the packaging; and

• a description of the damage.

We will assess the issue and provide an appropriate solution in accordance with applicable law.

11. MULTIPLE ITEMS IN ONE ORDER

Where an order contains multiple items, Sorelle II may ship the items together or separately depending on stock availability and fulfilment requirements.

If an order is split into multiple shipments, you may receive separate tracking information.

You will not be charged additional shipping costs solely because we choose to split an order, unless otherwise stated at checkout.

12. PRE-ORDER ITEMS

Where a product is marked as PRE-ORDER, the estimated dispatch date will be stated on the relevant product page.

If your order contains both in-stock and pre-order items, the order may be dispatched together once all items are available unless otherwise communicated.

Pre-order items are subject to the specific terms stated on their product page.

13. SHIPPING TO RESTRICTED DESTINATIONS

Sorelle II reserves the right to restrict or refuse shipments to destinations where delivery is prohibited, impractical or subject to restrictions that prevent us from fulfilling the order.

Where an order cannot reasonably be fulfilled for this reason, we will contact the customer and refund any amount paid for the affected order, subject to applicable law.

14. DELIVERY CONFIRMATION

A shipment may be considered delivered when the courier's tracking system records delivery to the address provided at checkout or another delivery location authorised by the customer.

If you believe a parcel has been incorrectly marked as delivered, please contact us promptly so that we can investigate with the courier.

15. SHIPPING LIABILITY

Sorelle II will make reasonable efforts to ensure that orders are dispatched correctly and securely.

Nothing in this policy excludes or limits any liability or consumer rights that cannot legally be excluded or limited.

16. CONTACT

For questions regarding your order or delivery, please contact:

Sorelle II
Dubai, United Arab Emirates

Phone/ WhatsApp 00 971 55 288 1970