Customer Service Policy

At Sorelusshop, your satisfaction is the cornerstone of our business. We are committed to providing exceptional customer service that matches the quality and comfort of our footwear—ensuring every interaction with our brand is seamless, transparent, and supportive. This Customer Service Policy outlines our commitments to you, as well as the guidelines for resolving any concerns you may have.

1. Service Commitment

We strive to deliver a positive experience at every stage of your journey with Sorelusshop, from browsing our collection to post-purchase support. Our core commitments include:
  • Transparent Communication: We provide clear, accurate information about our products (including sizing, materials, and shipping details) to help you make informed decisions.
  • Prompt Responsiveness: We aim to address all customer inquiries, feedback, and concerns in a timely manner—typically within 24-48 business hours (excluding weekends and public holidays).
  • Fair and Flexible Solutions: We prioritize resolving issues with fairness and flexibility, tailored to your specific situation while upholding our policy guidelines.
  • Respect and Courtesy: Our customer service team is trained to interact with you with respect, empathy, and professionalism at all times.

2. Contact Channels

You can reach our customer service team through the following channel, and we’ll get back to you as soon as possible:
Email: [email protected] (our primary contact channel, available 24/7 for inquiries—we respond during business hours: Monday to Friday, 9:00 AM - 6:00 PM GMT).
For urgent matters, please include “URGENT” in the subject line of your email to ensure priority handling.

3. Product Information & Pre-Purchase Support

We want you to find the perfect pair of comfortable boots, shoes, or essentials that fit your needs. Our team is here to assist with:
  • Sizing guidance and fit recommendations (based on our product specifications and customer feedback).
  • Detailed product descriptions, including material composition, care instructions, and design features.
  • Order status checks and shipping timeline updates (once your order is placed).
  • Information about promotions, discounts, and return/exchange policies.

4. Order & Shipping Support

We process orders promptly and provide tracking information once your package is shipped. For order-related concerns:
  • Order Modifications/Cancellations: If you need to modify or cancel your order, please contact us immediately. We can only accommodate changes if your order has not yet been processed or shipped. Once shipped, modifications or cancellations are no longer possible, and you may need to proceed with a return (see Section 5).
  • Shipping Delays: While we aim to meet estimated shipping timelines, occasional delays may occur due to carrier issues, customs procedures (for international orders), or high order volumes. We will keep you updated if we become aware of a delay and assist in resolving any shipping-related issues.
  • Missing or Damaged Packages: If your package is marked as delivered but not received, or arrives damaged, please contact us within 7 business days of the delivery date. We will work with the shipping carrier to investigate and resolve the issue promptly.

5. Return & Exchange Support

We want you to love your Sorelusshop purchase. If you’re not satisfied, we offer a hassle-free return and exchange policy (details below), and our team is here to guide you through the process:
  • Eligibility: Items must be returned within 30 days of delivery, in unused, unworn condition with original tags and packaging intact. Custom or personalized items are non-returnable unless defective.
  • Returns Process: Contact our customer service team via email to request a return authorization (RA) number. We will provide you with detailed return instructions, including the return address. Return shipping costs are the responsibility of the customer, unless the return is due to a defective product or an error on our part.
  • Exchanges: To exchange an item (for size, color, or style), please indicate your desired exchange in your return request. We will process the exchange once we receive and inspect the returned item, subject to stock availability.
  • Refunds: Refunds are processed within 5-7 business days of us receiving and inspecting your returned item. Refunds will be issued to your original payment method, and you will receive a confirmation email once the refund is processed. Please note that it may take additional time for your financial institution to reflect the refund in your account.

6. Defective Products & Warranty

We stand behind the quality of our footwear. If you receive a defective product (e.g., manufacturing defect, material flaw) within 90 days of delivery, please contact us with photos of the defect and your order details. We will assess the issue and provide a suitable solution, which may include a replacement, full refund, or repair (where applicable), at no cost to you.
This warranty does not cover damage caused by normal wear and tear, improper use, or inadequate care (e.g., scuffs from daily use, damage from harsh cleaning products).

7. Feedback & Complaints

We value your feedback—it helps us improve our products and services. If you have a complaint or suggestion, please contact us via email with details of your concern. Our team will review your feedback, investigate the issue thoroughly, and provide a response within 48 business hours. We aim to resolve all complaints to your satisfaction and take proactive steps to prevent similar issues from arising.

8. Policy Updates

Sorelusshop reserves the right to update or modify this Customer Service Policy from time to time. Any changes will be posted on this page, and the updated policy will take effect immediately upon posting. We encourage you to review this policy periodically for the latest information.
Thank you for choosing Sorelusshop. We are dedicated to providing you with the best possible customer service and ensuring your experience with us is as comfortable and enjoyable as our footwear.
Warm regards, The Sorelusshop Team