Refund policy

Last Updated: March 25, 2026

At Sorlassey e. K., we are committed to providing a transparent and fair shopping experience. Please note that due to the nature of our curated catalog, most products are non-returnable for change of mind. Returns are accepted only where legally required under EU consumer law, or in cases of defective or damaged items.

1. Non-Returnable Items

By purchasing from our store, you acknowledge and accept that the following categories of products cannot be returned or exchanged for convenience:

  • Perishable goods: Food, flowers, or plants.

  • Custom-made items: Products that are personalized, monogrammed, or made to order.

  • Hygiene & Personal care: Items that were unsealed after delivery (e.g., cosmetics, skincare, earrings).

  • Hazardous materials: Flammable liquids or gases.

  • Gift cards: All gift card purchases are final.

2. EU 14-Day "Cooling-Off" Period

If you are a consumer located in the European Union, you have the legal right to cancel or return your order within 14 days of receipt, provided the item does not fall into the "Non-Returnable" categories listed above.

  • Condition: Items must be in the same condition that you received them: unworn, unused, with all original tags attached, and in the original packaging.

  • Proof of Purchase: A receipt or order confirmation is required for all returns.

3. How to Start a Return

To initiate a return (where eligible), please follow these steps:

  1. Contact us: Email  sorlassey@icloud.com. with your order number.

  2. Approval: If your return is accepted, we will send you the return shipping address and instructions.

  3. Important: Items sent back to us without prior approval will not be accepted or refunded.

4. Return Shipping Costs

The customer is responsible for providing, arranging, and paying for their own return shipping.

  • No Prepaid Labels: Sorlassey e. K. does not provide or reimburse for return shipping labels.

  • Tracking Required: We strongly recommend using a trackable shipping service. We cannot guarantee that we will receive your returned item, and we are not liable for items lost by the carrier during the return process.

  • Exceptions: We will only cover shipping costs if the item received was defective, damaged, or the incorrect product was sent by our team.

5. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon arrival. If the item is defective, damaged, or if you receive the wrong product, contact us at  sorlassey@icloud.com. right away. We will evaluate the issue and, if valid, provide a replacement or a full refund.

6. Exchanges

We do not offer direct exchanges. To receive a different item, please return the original item (if eligible), and once the return is accepted, place a new, separate order for the replacement product.

7. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approval: If approved, you will be automatically refunded via your original payment method within 10 business days.

  • Bank Processing: Please note that your bank or credit card company may require additional time to post the refund to your account.

  • Inquiries: If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at sorlassey@icloud.com.

8. Contact Information

For any questions regarding returns or refunds, please contact:

Sorlassey e. K. Address: Wilmersdorfer Straße 122-123, 10627 Berlin, Germany

Email: sorlassey@icloud.com.

VAT ID: DE359939618