FAQ's
ORDERS
CAN I SHIP AN ORDER STRAIGHT TO MY GIFTEE?
Yes! We think this is the perfect way to send a little treat their way. Please select a different delivery address to your billing address and we’ll send it directly to their home.
IS THE INVOICE INCLUDED IN THE PARCEL?
No, your invoice will be emailed to you.
WHAT ARE YOUR DELIVERY OPTIONS?
All Letterbox gifts orders are sent Royal Mail Standard First Class. Larger gifts are sent via Royal Mail Tracked 48 or with an optional upgrade to Royal Mail Tracked 24. You will receive an order dispatch email once dispatched. You will receive your tracking number in your dispatch email.
DOES MY ORDER NEED TO BE SIGNED FOR OR WILL IT FIT THROUGH MY LETTERBOX?
All letterbox orders can be posted directly through your door. Larger items will not fit through your letterbox but I'm sure your usual postman or lady will ensure a safe delivery!
WHAT IF I HAVE MADE A MISTAKE ON MY ORDER?
Please ensure your order number is included in all correspondence.
Unfortunately, once your order has been placed, we are unable to guarantee the processing of cancellations, and we are unable to amend your order in any way. Please get in touch for more information.
WHAT DO I DO IF I HAVE AN ISSUE WITH MY ORDER?
Please email us with your order number and the item/delivery issue at shopsorellas@gmail.com.
I'M NOT HAPPY WITH MY ORDER, WHAT CAN I DO?
If for any reason you are unhappy with your gift, send us an email at shopsorellas@gmail.com
WHAT DO I DO IF I HAVE A FAULTY ITEM?
Firstly, we are sorry that you may have received a faulty item. If you believe that your item is faulty please send a clear image of the item with an explanation of the fault, plus proof of purchase, to shopsorellas@gmail.com for review within 28 days of purchase. Once we have confirmed the item is faulty a new item will be sent to you free of charge or we can process a full refund if requested.
We may require you to return the item to us, in this instance we will send a free of charge returns label. Faulty items will only be accepted if the goods are delivered to a customer damaged or if there is a subsequent manufacturing fault within a period of 3 months after delivery. Any items displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Your statutory rights are not affected.
PAYMENT
WHY DOESN’T MY PROMOTIONAL CODE WORK?
Some of our promotional codes are only valid on certain collections, or during certain time frames, so make sure to check out our T&Cs. Feel free to get in touch at shopsorellas@gmail.com for any further assistance.
CAN I USE MY CODE MORE THAN ONCE?
Sometimes, yes! However you can only use one at a time - promotions/discounts cannot be used in conjunction with any other offer and are not valid on sale items.
GIFTS
HOW DO I SEND AN ITEM AS A GIFT?
Simply untick the 'Billing and Shipping Address are the same' option and enter the delivery address of your giftee.
DO YOU HAVE GIFT WRAPPING?
All of our gorgeous items come with our signature gift packaging designed to create the most special gifting moment.
CAN I SEND A MESSAGE WITH MY GIFT?
On checkout, there will be a notes section where you can add your message. We will then handwrite this in a card.
CAN YOU HIDE THE BILLING INFORMATION?
No pricing or invoicing is sent with our orders. Your secret is safe with us - we hope they love their surprise!
TECHNICAL ISSUES
WHAT DO I DO IF I HAVEN’T RECEIVED MY ORDER CONFIRMATION EMAIL?
If you haven’t received your confirmation email, we would advise checking your junk/spam inbox, if you still don’t have this please email shopsorellas@gmail.com with the full name and shipping address on the order, and order number if you have it.