Refund policy

RETURN & EXCHANGE POLICY | THE SORELLA MUSE PROMISE

At Sorella Atelier, our mission is to provide you with curated, high-fashion silhouettes handled with personal devotion. To maintain our exclusive Atelier standards and offer premium designs at accessible luxury prices, we have established the following guidelines.

1. OUR COMMITMENT TO EXCLUSIVITY (Store Credit Only)

To ensure that each piece you receive is brand new and meets our hygiene standards, returns from outside the European Union are issued via Muse Credit (Store Credit) only. We do not offer cash refunds for "change of mind," "incorrect size selection," or "ordered by mistake."

  • 14-Day Window: You have 14 days from the delivery date to request a return for Store Credit.

  • The Muse Credit: Once your return is processed, you will receive a digital Sorella Gift Card for the full value of your item, which never expires.

Muse Tip: We invite you to review our detailed size charts meticulously before purchasing to ensure your perfect Atelier fit.

2. THE QUALITY GUARANTEE (Defective or Wrong Items)

Your satisfaction is our priority. If your selection arrives defective, damaged, or is not what you ordered, we will make it right immediately with a full refund to your original payment method or a free replacement.

  • Reporting Window: Please contact us at ciao@sorellaatelier.com within 48 hours of delivery.

  • Evidence Required: Include your order number, clear photos/videos of the issue, and a photo of the shipping label.

3. NON-RETURNABLE SELECTIONS

To maintain our high-end standards, the following are strictly Final Sale and cannot be returned for credit:

  • Items purchased during a Sale, using a discount code, or via Gift Cards.

  • Intimate apparel, bodysuits, or beauty products.

  • Garments showing signs of wear, washing, or with tags removed.

4. EUROPEAN UNION: 14-DAY COOLING-OFF PERIOD

Strictly for our muses residing within the EU: You have the right to cancel or return your order within 14 days of receipt for a refund.

  • Condition: Items must be in original, pristine condition with all packaging.

  • Return Shipping: The customer is responsible for all return shipping costs to our designated facility in Spain.

5. THE RETURN PROCESS

To initiate a return (for Muse Credit or EU residents), you must first contact ciao@sorellaatelier.com.

  • Authorized Returns Only: Items sent back without prior written approval will not be accepted.

  • Return Address: We will provide the authorized address upon approval. Do not send packages to the manufacturer's address on the shipping label; these will be lost and no credit/refund can be issued.

6. PROCESSING TIMES

Upon receiving and inspecting your return, we will notify you of the approval status. Muse Credit is issued within 3 business days. For EU refunds, please allow up to 10 business days for the funds to appear in your account.