FAQ

ordering

I GET AN ERROR MESSAGE WHEN I ENTER MY SHIPPING AND BILLING ADDRESSES. WHAT’S GOING ON?

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.

Please only click the “Place Order” button once to avoid multiple authorizations.

If you continue to receive error messages, please contact Customer Care at:

310-395-6390 M-F 9:00AM – 5:00PM PST

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?

If you need to change or cancel your order, please contact us immediately. We generally process orders within 2-4 hours, and once our warehouse has processed your order, we will be unable to make any changes.   

I JUST PLACED MY ORDER.  CAN I ADD ANOTHER ITEM TO IT?

Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order. 

I’M UNSURE ABOUT A SIZE OR I HAVE A FIT QUESTION.  HOW DO I FIND THIS INFORMATION?

If you still have specific questions about a fit of an item or measurement guidelines, please contact us by filling out the form on the right .

I’M IN LOVE WITH SOMETHING THAT’S OUT OF STOCK IN MY SIZE! WHAT CAN I DO?

New items can sell out quickly, but we may get more soon! Please email us by clicking email button below the product image to be notified if an item is restocked. 

shipping & returns

CAN I RETURN OR EXCHANGE ITEMS THAT WERE PURCHASED ON SALE?

All items purchased on sale or marked down cannot be returned or exchanged. For our full Return & Exchange Policy, click here.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

Once we have received your package, your refund will be processed within 7 business days. You will be notified via email at the address listed on your account when this transaction has taken place.
Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

WHEN WILL MY ORDER SHIP?

Most orders ship within 14 days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.

WHY WAS MY ORDER CANCELED?

Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. 

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and you should contact your customs office for specific amounts and percentages.

SORELLA cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

If you refuse a shipment from SORELLA, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to SORELLA. This amount will be deducted from your merchandise refund. In the instance, the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.