FAQ

Here are quick answers to the questions we hear most often. If yours is not here, email support@sorreti.com or call +1 (209) 503-8199 and we will be glad to help.

1. Where do you ship?
   We ship to addresses in the United States and the United Kingdom.
2. How much does shipping cost?
   Nothing. Shipping is free on every order, with no minimum spend.
3. How long will my order take to arrive?
   We process orders within 1 to 2 business days. Orders placed on a weekend are processed on the next business day, and parcels go out Monday to Friday. Once dispatched, delivery takes 4 to 6 business days, so orders typically arrive 5 to 8 business days after they are placed. These are estimates, and weather, carrier delays or busy periods can occasionally add time.
4. How do I track my order?
   When your parcel ships, we email you the tracking number and the name of the carrier, so you can follow it on the carrier's website. Our Track Your Order page walks you through it. If the email has not arrived, check your spam or junk folder first.
5. Which payment methods do you accept?
   We accept Visa and Mastercard credit and debit cards. Payment runs through an encrypted checkout operated by our payment provider, so we never see or store your full card number. Prices are in US dollars (USD), and payment is taken when you place your order. Each order is a single, one-off payment for the products in your cart. If your card uses another currency, your bank converts the amount and may add its own fee.
6. What will the charge look like on my bank statement?
   The charge appears as Sorreti.com, so it is easy to match to your order.
7. Can I change or cancel my order?
   Yes, within 1 hour of placing it. Email us with your order number, or call us during our customer service hours. After that first hour we cannot change or cancel the order, but once it arrives you can return it under our normal return process.
8. What is your return policy?
   You have 30 days from delivery to start a return. Items need to be unused, in the same condition you received them, in the original packaging and with any tags attached. To start, email us with your order number. Once your return is approved, we send you the instructions and the return address. Please do not send anything back before approval, as parcels sent without approval cannot be accepted. If you simply changed your mind, you pay the return shipping. There are no restocking fees. You can read the full details in our Refund Policy.
9. Is there anything I cannot return?
   A few items cannot be returned: personal care and grooming products once they have been opened or used (for example hair trimmers, nail clippers, skin care, makeup, hair color and dental covers); items worn against the skin (for example earplugs, compression socks, cycling shorts and sweat towels), unless they are still sealed and unused; and pest control products once opened.
10. My item arrived damaged, faulty or not what I ordered. What should I do?
    We are sorry about that. Please email us within 48 hours of delivery with your order number and photos of the problem. We will send you a free replacement or give you a refund, and if a return is needed, we pay the return shipping. If an item is missing from your order, let us know within 7 days of delivery and we will send a replacement or refund it.
11. When will I get my refund?
    After your return arrives and has been inspected, we email you to confirm the refund. It goes back to your original payment method, usually within 10 business days of approval. Some banks take a little longer to show it. If you still do not see it 15 business days after approval, email us and we will look into it.
12. Can I exchange an item?
    To swap an item for a different size, color or product, return the original under our return policy and place a new order for the item you want.
13. What if my parcel is lost or never arrives?
    Every parcel is insured while in transit. If your parcel seems lost, or tracking shows it as delivered but you cannot find it, email us with your order number. We will open a case with the carrier, and if the parcel cannot be found we will send a replacement or give you a full refund.
14. How can I contact you?
    Email support@sorreti.com at any time, or call +1 (209) 503-8199 during our customer service hours, Monday to Sunday, 8:00 AM to 5:00 PM MT. Our average response time is within 12 hours. More ways to get help are on our Contact page.