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Q: Do you ship to XY country?
A: Yes, we ship to almost every country. To the following countries shipping is unfortunately not available for logistical reasons:
- China (mainland)
- Guernsey Island
- Solomon Islands
- The Caroline Islands
- US Minor Outlying Islands
Please note we also can't ship to military addresses (APO / FPO).
Q: How long does it take to ship?
A: All orders are processed within 2~7 business days.
We pack and ship immediately and have your shipment on the way as quickly as possible, usually between 5~12 business days.
US domestic deliveries usually take 7~22 business days and international deliveries usually take 3~8 weeks, depending on the supplier, your location and customs controls.
Please note that we do not ship on Saturdays, Sundays or holidays. While we will do all, we can to ensure your order is delivered on time, sorreno.com cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.
If you have ordered more than one item, it is very likely that you’re going receive them separately. Each item has its own tracking code.
Q: How do I track my order?
A: To track your order, please use this link: HERE
Q: Can I make changes to my shipping address after I place my order?
A: Changes can only be made before the processing starts, after your order has been processed, we are unfortunately unable to make any changes.
Q: When will I receive tracking information?
A: Within a week of your order being fulfilled (shipped), you will receive a notification email containing your tracking number.
If you do not receive such an email within 7 business days, please contact us!
Q: My shipment is still in transit after the suggested delivery time, what do I do?
A: Please note in the countries below, customs clearings may cause a several weeks delay in delivery:
o Costa Rica
o New Caledonia
o Puerto Rico
Q: Is there free shipping to XY country?
A: Shipping itself is free but local duties and customs clearings may affect the final price. It is the customer’s responsibility to learn about these extra fees.
o British Indian Ocean Territory
o Faroe Islands
o Hong Kong
o Isle of Man
o FYR Macedonia
o Saint Barthelemy
o Saudi Arabia
o St. Vincent
3. Please note that citizens of Brazil are subjected to an import tax of $3.50. This amount needs to be covered by the customers. If this import duty is not paid within the stated 30 days, the post (Correios) will return an item to the seller after holding it for 30 days. Please be informed that the customer will not be eligible for a refund if the parcel is returned by the post for this reason.
Our company's primary goal is the satisfaction of our customers, this is the reason we offer free shipping to most of the countries, hence the shipping fee is covered by us.
You will be notified when your order is shipped and if you have any further questions, our customer service will do their best to answer them for you.
In case the package is rejected by the customer or not picked up from the post office therefore the order is returned, it is the customers' responsibility to cover the before mentioned shipping fee since they are no longer eligible to our free shipping policy.
This charge will be deducted from the total amount of your purchase.
Q: What is the return policy?
A: We at Sorreno want our customers to enjoy an unforgettable shopping experience, therefore, our team is responsible for selecting the best products to guarantee a quality purchase.
As part of the experience, we know that on some occasions we will not be able to fulfill all your expectations, so we offer you service returns and refunds that will allow you to continue to enjoy shopping with us.
Please note that direct unilateral product exchange is not possible due to limitations in the ordering platform, and we are not entitled to send out products on our own initiative.
Replacement is possible in case of an undelivered product due to shipment cancellation, after a direct personal consultation with an agent.
Our customers have the right to return the product within seven days. This term expires after seven business days from the final delivery.
Please, acknowledge the following:
Do not request returns and refunds after expiry of the given term
Do not request returns and refunds in Facebook chat or Instagram messages, emails have always priority.
You can return a defective product or order:
In this case, the customer has the right to receive a new product depending of the product availability. In case the product is not available, the customer will be refunded for the total amount.
Q: What are the conditions to apply for a change or return?
Please also note that Sorreno.com is not responsible for any return fees or returns that are lost or stolen while in transit.
Q: How do I return something?
A: Please follow the steps below:
Provide us with your order number and a brief statement explaining the reason for return.
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