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FAQ's & Help

I no longer see an item that I would like to purchase, will it be available again soon?

If you no longer see an item that was once available in our online boutique, you can contact our sorrelex Client Services offer by phone or email to see if it will be available again in the future. This information can be found on our Contact Us page on this website.

How can I be sure that my order has been processed and is on the way?

Once an order has been placed, you will receive an Order Confirmation email with information about your purchase. If you do not receive an Order Confirmation email within 24 hours, please contact our sorrelex Client Services by phone or email.

How do I track my order?

After your online order has been processed and shipped, you will receive an email providing the tracking number as well as information on how to track your package. You can also log in to your account and select "Order Status" to view tracking information.

Can I remove items from my order?

Items cannot be removed from an order once it has been placed without contacting the sorrelex Client Services office. If your order has shipped and you want to change your order, you must fill out our sorrelex Client Services Return Form and follow the procedures as listed on this website.

Am I able to cancel my order?

If your order is still being processed and has not shipped you may contact our sorrelex Client Services by phone or email to cancel your order.

What should I do if I receive a damaged/ incorrect item?

If you received an incorrect or defective item, please contact our sorrelex Client Services by phone or email within 30 days of invoice date to request a Call Tag. Please include the original Packing Slip or sorrelex Return Form with your return, and note the specific defect or error.

Will I be charged sales tax on my order?

Sales tax will be charged for purchases shipped to California. No sales tax will be charged on the purchase of sorrelex Signature Gift Cards.

My purchase is for a gift, can I request gift wrapping?

All merchandise purchased from the sorrelex boutique is placed in a sorrelex pouch and gift wrapped with our signature paper. During Checkout you can select to include a personalized note with your package. The recipient of a gift purchase will receive a gift receipt excluding all prices.

Shipping

Can I ship my order to a PO Box?

Yes, however PO Box orders can only be sent via USPS Priority Mail. All UPS orders can only be shipped to physical residential or commercial addresses.

How long will my order take to arrive?

An estimated delivery time is 6-9 business days for shipments in the United States, 7-14 days for order shipping to Others and any orders being shipping aboard, please contact our sorrelex Client Services office for exact details for your region.

How long do I have to return an item?

If you are not completely satisfied with your purchase, you may return it within 30 days from the invoice date. Your return must be in compliance with our Return Guidelines found on our Returns | Exchanges page on this website.

We reserve the right to refuse returns that are not in compliance with our Return Guidelines.

How do I return an item?

If you wish to return an item purchased from our sorrelex boutique, you may do so by including our return form or a copy of your packing slip along with the reason for your return. Your return must be in compliance with our Return Guidelines found here.

How long does it take to receive a refund for a returned item?

Once a return has been received your refund will be applied to the original form of payment within 7-10 business days.

What should I do if the refund amount is incorrect?

If there are any discrepancies with your refund amount, please contact our sorrelex Client Services by phone or email for more information.

Can I exchange a product I purchased for something else?

We do not offer merchandise exchanges. If you would like one sorrelex item in place of another, simply return your original purchase for a refund by following our Return Guidelines and place a new order for the item you would like.

Does sorrelex have a repair policy?

For inquiries regarding our repair policy please contact our sorrelex Client Services with the following information:

  • A brief description of your piece
  • Name and full mailing address
  • One of the options below:
  • If purchased from a retailer- please provide the store name
  • If purchased from sorrelex directly- please provide your online order number

Please note, not all sorrelex merchandise can be repaired.

What is the value that will be displayed on my customs documents?

The total net amount of merchandise purchased will be declared on all customs documents. Customs documents cannot be altered.

Will I be charged country specific duties and taxes on my online order?

Please be aware that shipping to international destinations may be subject to local customs fees or duties. Every country has different procedures for incoming packages. sorrelex does not have information on customs of duties and cannot estimate these charges.

Please check with the proper local authorities before placing an order. sorrelex is not responsible for non-paid import taxes, nor will sorrelex issue any refunds or exchanges for deliveries that have been refused for non-payment of import taxes.

Can I expedite shipping on my international order?

Currently, we only offer international orders to be shipped via UPS International Priority.

Please visit our Shipping Info page for more information.

 

COMPANY INFO

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  • Email:support@sorrelex.com
  • Tel:(224) 616-8144
  • Contact:Randy Davis
  • Address:881 Federal Hall, Kernersville, NC 27284 United States

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