Refund policy

Here at Soren Vale, our team will always try our best to make sure you're completely satisfied with your order. If there are any problems, or you aren't 100% satisfied, we have a 100% refund available, with an easy-to-follow return process.

Returns Window

Our customers have 30 calendar days from the date of delivery to submit an exchange or return. Any requests made after the 30-day window cannot be accepted.

To receive a full refund, the item must be:

  • In an unused, unworn, and unwashed condition

  • Accompanied by a receipt and proof of purchase

  • Sent back with all product tags and original packaging

Cost of Return Delivery

Our customers are responsible for all costs of return delivery. A prepaid label is not provided.

Step-by-Step Return Process

  1. Email our team at sales@sorenvale.com to start your return request. Our team will respond within 2 business days with the return address and next steps.

  2. Repackage your item safely, including all original packaging and tags.

  3. Send the package back to the return address provided by email.

NOTE: Please keep your tracking details until your refund or exchange is fully completed.

Exchanges

We accept exchanges for non-defective and defective products. If you would like to change to a different size, colour, or item, please let us know when starting your return request.

Cancellations

Your order can be cancelled if it hasn't been dispatched yet, so please email us as soon as possible (sales@sorenvale.com) to request a cancellation. However, if your order has already been dispatched, the standard return process must be followed.

Damaged or Incorrect Items

If your item arrives defective, damaged, or incorrect, please let us know at sales@sorenvale.com with photos and your order number. We will resolve any issues promptly and at no extra charge.

Refund Information

Once your return arrives at our warehouse and is inspected, you will be notified by email on the status. If approved, your refund will be processed to the original payment method within 2 working days.

Important details:

  • Original delivery costs are non-refundable, except in specific scenarios where the return is due to our error.

  • Processing times from your bank or payment provider may affect when the funds clear in your account.

  • If 7 or more business days have passed since your return was delivered and you have not received your refund, please reach out to us.

Contact Details & Business Address

  • Company Name: Soren Vale

  • Email: sales@sorenvale.com

  • Phone: +44 20 3807 8749

  • Address: 275 New North Road, London, N1 7AA, United Kingdom

  • Available Hours: Monday to Saturday: 8:00 AM – 5:00 PM GMT