Customer service

Shipping & returns

Shipping

Delivers in 5–10 working days. Every order is tracked, and the tracking link comes by email.

• Free shipping on orders from €75
• Below that, shipping is €6.95, shown at checkout before you pay
• We deliver within the Netherlands only, for now

30-day returns

Try it on at home. You have 30 days from delivery to send it back, unworn, unwashed and with its labels on.

• 30 days from delivery to start a return or exchange
• Free size exchange on every order, once per item
• Refund-only returns carry a €5 return label fee
• Start by email with your order number

How it works

1. Start a return

   Email hello@sorelleluna.com with your order number within 30 days of delivery. Tell us what you’d like to do: exchange for a different size, or return for a refund.

2. Get your label

   We send the return label by email within one working day. Attach it over the original label and drop the parcel at any carrier point.

3. We send your new size

   Once your return arrives, your new size goes out free of charge and is delivered in 5–10 working days. Refunds are issued within two business days of your return arriving.

Exchanges first

When something doesn’t fit, the right answer is almost always a different size, not a refund. A size exchange is free, once per item. If you’d rather we help you choose, write to hello@sorelleluna.com and we’ll suggest a size based on what you’ve ordered before.

Refund-only returns

If you’d prefer a refund, that’s fine. The prepaid return label costs €5, deducted from your refund. When you return the whole order, we also refund the standard delivery cost you paid. The €5 is waived for orders where the return is our fault: damaged on arrival, wrong item shipped, or a fault in the fabric. We’ll know from the photos you send at the start of the return.

What we ask in return

• Try it on as you would in a shop. If an item comes back showing more than that, we may reduce the refund by the loss in value.
• Try on with care. The fabric doesn’t love being pulled on and off over heavy makeup or fresh fake tan, and we can tell.
• Original packaging where possible.

Damaged or incorrect on arrival

Email hello@sorelleluna.com as soon as you can with your order number and a photo. We replace damaged or incorrect items at our cost: no return label fee, no restocking charge, no argument. Your statutory rights stay as they are.

Holiday orders

Orders placed between 1 November and 24 December get an extended window: 45 days from delivery to start a return. The rest of the policy is unchanged.

Questions

For anything else, use the contact page or email hello@sorelleluna.com and we answer within one working day, in English or Dutch.

Company details