RETURNS AND REFUND POLICY

We want you to feel confident ordering from Soralisse. This policy explains how returns, replacements, refunds, and order changes work for our clothing products.

1. Contact us before returning anything

Before sending a product back, contact customer service for review, return authorisation, the correct return address, and instructions. Include your order number, the purchase email, the item you wish to return, the reason for the request, and photos if the item is damaged, defective, or incorrect. Unauthorised returns may be delayed, refused, or sent to the wrong location.

2. Return period

You may request a return within 30 days after receiving your order, subject to the eligibility rules below and applicable law.

3. Conditions for change-of-mind returns

For a change-of-mind return, the item should be unworn, unwashed, undamaged, free from stains, odours, alterations, pet hair, and other signs of use, with original tags and labels attached, returned in original packaging where reasonably possible, and accompanied by proof of purchase.

Trying on a garment is acceptable, but please do not wear it for an extended period, wash it, alter it, remove its tags, or otherwise use it before deciding whether to keep it.

4. Printed-to-order products

Many Soralisse items are produced after an order is placed. Because these pieces are made for the individual order, change-of-mind, incorrect-size, or incorrect-colour returns may be limited or unavailable where stated on the product page and permitted by law. If such a return is accepted, the customer is responsible for return shipping.

5. Items generally not eligible for change-of-mind returns

• Personalised or custom-made items
• Printed or produced-to-order items where the product page states that change-of-mind returns are unavailable
• Items that have been worn, washed, altered, stained, damaged, or returned with odours
• Items missing original packaging or essential components
• Gift cards
• Items marked “Final Sale”
• Items returned after the applicable 30-day period

Nothing in this section limits mandatory consumer rights.

6. Damaged, defective, or incorrect items

Contact us promptly, preferably within 7 days of delivery, if an item arrives damaged, defective, incorrectly printed, or different from what you ordered. Provide your order number, a description of the issue, clear photos or video of the item and packaging, and the shipping label where relevant.

After review, we may provide a replacement, corrected item, refund, or another remedy available under applicable law. If the issue is verified as our error, we will cover reasonable authorised return or replacement shipping costs. Keep the item and packaging until we confirm they are no longer needed.

7. Return shipping for personal returns

For an approved change-of-mind return, the customer is responsible for return shipping. Original shipping charges and customs duties or import charges already paid are generally non-refundable, except where required by law. Use a trackable shipping method; we are not responsible for a return package lost or damaged before it reaches the authorised return location.

8. Return address

Do not send products to the registered business address or to the address printed on the original parcel unless our support team specifically instructs you to do so. Approved returns may be directed to a different fulfilment or return facility. We are not responsible for products sent to an unauthorised or incorrect address.

9. Inspection, exchanges, and replacements

Once an authorised return is received, we will inspect it and notify you whether it is approved. We do not impose an automatic restocking fee, but where permitted by law a reasonable deduction may apply if an item has lost value through use, washing, damage, alteration, or incomplete return.

Direct exchanges are not guaranteed because printed-to-order products and sizes may become unavailable. For a verified defect, damage, or fulfilment error, we may provide a replacement, corrected item, or refund depending on availability and the circumstances.

10. Refunds

Approved refunds are normally issued to the original payment method within 5–7 business days after the return inspection. Your bank or payment provider may need an additional 7–10 business days to display the funds. We generally do not refund to a different payment method.

11. Contact and operator information

Brand: Soralisse
Store Website: www.soralisse.com
Customer Service Email: service@soralisse.com
Website Operator and Legal Business Name: Qingdao Xiangxinyu Garment Co., Ltd.
Registered Business Address: No. 491 Dianzishan Third Road, Tongji Subdistrict Office, Jimo District, Qingdao City, Shandong Province

The registered address is for legal correspondence only and is not a product return address. Contact us before returning anything for authorisation and the correct address.