Refund policy

Soreli refund policy

Returns, refunds, credit notes: everything you need to know.

If you have any questions at all, contact our team via our

➡️ Contact page or take a look at our FAQ

Return conditions

You can return a piece of jewellery within 14 days of receiving it, provided the following conditions are met:

The piece has not been worn
It is in its original condition
It is returned in its complete Soreli jewellery box
It shows no marks, scratches or alterations

If these conditions are met, you can request:

a refund, or
a credit note valid across the whole store.

Returns procedure

To start a return request, contact us at:

➡️ contact@soreliparis.com

Please include:

your order number,
your full name,
the reason for the return,
a photo of the piece if needed.

Our team will reply within 24 working hours (excluding weekends).

Refunds

Once the piece has been received and checked:

✔️ Refund approved

We process the refund within 3 to 7 working days, using the same payment method you used for your purchase.

✔️ Credit note

If you prefer, we can issue you a credit note that can be used straight away across the whole Soreli store.

You will receive a confirmation email.

Non-refundable items

Items that cannot be refunded:

Jewellery that has been worn or shows marks
Jewellery without its original jewellery box
Opened, incomplete gift boxes
Gift cards
Items bought in the sale (assessed case by case – please get in touch with us)

If you are unsure, write to us before sending anything back:

➡️ Contact page

Return costs

Return costs are paid by the customer, unless:

the item received is faulty,
there was a packing error,
the piece arrived damaged.

In these cases, we cover the cost of the return.

Lost or undelivered parcels

If your parcel shows as “delivered” but you have not received it, contact us within 5 working days with:

your order number,
your full address,
a form of ID (if needed for the investigation).

Our team will open an investigation with the carrier.

For any delivery questions, see:

➡️ Delivery & Returns

Faulty items

If your piece has a fault:

write to us within 48 hours of receiving it,
send us a photo of the fault.

We will arrange a replacement or a refund, whichever you prefer.

Find out more

To learn more about our commitments, discover: