Exchange/Refund Policy

EXCHANGE POLICY

Due to Covid-19 pandemic, we have amended our Exchange Policy of which all orders placed via www.sorella.com.my can no longer be returned and exchanged. This applies to all products sold by the listed brands. This move is aligned with the advice of the Malaysian Government in order to curb the spread of the virus. This is also to ensure the safety of our customers where we are trying to minimize the risk of exposure to the virus as much as possible. 

However, you can return and exchange the products if you receive the wrong items.

Please reach us at info@sorella.com.my for us to confirm if your order is returnable and to start the return process.

Please keep the Tracking Number for the parcel provided by Poslaju or other courier tracking number to monitor your shipment to us.

We will conduct an evaluation within two (2) business days of receiving your returned items, you will receive a whatsapp or email notification once the returned item is received at the warehouse.

If your return is valid, we will process your refund or replacement, based on what you have indicated in the return form.

If your return is not valid, we will notify you and send the item back to you. We will not reimburse your courier charges.

Damaged or Faulty Products

We do our utmost to ensure all items sold are of the highest quality. However, should you have concerns about a faulty or damaged item, please email us at info@sorella.com.my.

Problems with Order

If the product received does not correlate with the product you ordered, please email us at info@sorella.com.my within 7 days of receiving the product, so we can urgently review the matter for you and arrange for re-shipment for the correct product.

Refunds Policy

Should a refund be given due to our inability to fulfill orders, the refund amount will be credited back into your bank account which you will need to provide to us. Depending on your bank, it may take a business day or two for the refund to be reflected in your statements.