Refund Policy

SORIANÉ

At SORIANÉ, every creation is carefully inspected, prepared, and delicately packaged before it leaves our atelier. We want your experience with SORIANÉ to be as considered as the piece itself.

Please take a moment to review our returns policy before placing your order. Our policy is designed to provide a clear and fair process for both our clients and SORIANÉ.

Returns

We accept eligible return requests within 7 days of delivery.

To help us protect the integrity of every piece and resolve return requests fairly, returned jewellery must meet all of the following conditions:

The piece must be unused, unworn, unaltered, and in its original condition.
The jewellery must be returned with its original SORIANÉ packaging, including the jewellery pouch, box, and accompanying inserts.
The return request must be submitted within 7 days of delivery.
The item must be securely packaged for its return journey.

A Small Request for Your Unboxing

Because jewellery is delicate and packages can occasionally be affected during transit, we strongly recommend recording a continuous, unedited video while opening your sealed SORIANÉ package for the first time.

This helps us fairly investigate situations involving:

transit damage;
a missing item;
an incorrect item; or
discrepancies between the order and the package received.

For claims relating to damage, missing items, or transit-related discrepancies, an unboxing video may be required to verify the condition of the package and its contents at the time of delivery.

This simple step protects you as our client as well as SORIANÉ, allowing us to investigate delivery issues accurately and fairly.

When a Return May Not Be Accepted

A return may be declined where:

The request is made more than 7 days after delivery, except where applicable law provides otherwise.
The jewellery shows signs of wear, use, alteration, resizing, damage, or other changes occurring after delivery.
The item is returned without its original packaging or with essential components missing.
The item has been damaged as a result of improper handling after delivery.
The item cannot be reasonably identified as the item originally purchased from SORIANÉ.
The item was purchased as part of a sale, promotion, or special offer, where the applicable terms clearly stated that the item was non-returnable.

Nothing in this policy is intended to limit any mandatory rights or remedies available to you under applicable consumer law.

Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible at:

hi.soriane@gmail.com

Please include your order number and photographs/video of the package and item. Where applicable, an unboxing video will help us investigate the matter quickly.

We will review the circumstances and work with you toward an appropriate resolution in accordance with our policy and applicable law.

Return Shipping

For eligible returns that are not related to an error, defect, damage, or discrepancy attributable to SORIANÉ, return shipping costs are the customer's responsibility.

We recommend using a reliable, trackable shipping service and retaining your proof of postage until your return has been successfully received.

SORIANÉ cannot be responsible for parcels that are lost or damaged while being returned by the customer.

Where a return is required because an item was incorrect, defective, damaged in transit, or otherwise attributable to SORIANÉ, the applicable shipping arrangements will be handled in accordance with the circumstances and applicable law.

Refunds

Once an eligible return reaches us, the item will be inspected to confirm that it meets the applicable return conditions.

You will receive an email confirming the outcome of the inspection.

Where a refund is approved, it will be issued to the original payment method within 7–10 business days of approval. Your payment provider or bank may require additional time to reflect the refund in your account.

Original shipping charges, where applicable, and customer-paid return shipping are non-refundable except where otherwise required by applicable law or where the return is attributable to an error or issue on the part of SORIANÉ.

Exchanges

At present, SORIANÉ does not offer direct exchanges.

If your return is approved and you would prefer a different piece, you may place a new order once your refund has been processed.

Before You Purchase

Jewellery is personal, and we want you to feel confident before placing your order.

If you need assistance with size, styling, materials, dimensions, or choosing a piece, our team is happy to help before you purchase.

For any questions or concerns, please contact: