Refund policy

Returns & Refunds

At SORA, every bag is handmade with care, and we hope you love your purchase. However, if you change your mind, you have 14 days from the date you receive your order to request a return.

Returns

To be eligible for a return, your item must be:

Unused and unworn
In the same condition in which you received it
Returned with its original packaging and SORA dust bag
Free from marks, stains, damage, perfume, makeup or signs of use

To request a return, please contact us within 14 days of receiving your order. Returns sent without first requesting a return may not be accepted.

Once your return has been approved, we will provide you with instructions on where and how to send your item.

Customers are responsible for the cost of returning an unwanted item, unless the item is faulty, damaged or incorrect. We strongly recommend using a tracked postal service, as SORA cannot be responsible for returned parcels that are lost in transit.

Handmade Items

Each SORA bag is individually handmade and beaded by hand. Because of this, slight variations in bead placement, colour, shape or finish may occur. These small differences are part of the handmade nature of each piece and do not necessarily constitute a fault.

Damaged or Incorrect Orders

Please inspect your order when it arrives.

If your bag arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible with your order details and clear photographs of the item and packaging so that we can assess the issue and arrange an appropriate resolution.

Your statutory rights are not affected.

Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

We reserve the right to make an appropriate deduction from a refund where an item has been handled beyond what would reasonably be necessary to inspect it and its value has been reduced, subject to your statutory rights.

Return Shipping

The cost of returning an unwanted item is the responsibility of the customer.

If your order is confirmed to be faulty, damaged on arrival or incorrect, SORA will cover reasonable return costs where applicable.

Please note: the original standard delivery charge will be refunded where required by applicable consumer law. Any additional amount paid for an upgraded or express delivery service may not be refundable.

Non-Returnable Items

We are unable to accept returns of:

Personalised or custom-made items, where applicable
Items returned after the applicable return period, except where you have additional statutory rights
Items that have been used, worn or damaged after delivery beyond what is reasonably necessary to inspect them

This does not affect your legal rights in relation to faulty or misdescribed goods.