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Refund policy
RETURNS & EXCHANGES
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or exchange.
We accept returns and exchanges on eligible items within 30 days of delivery. Items must be unworn, unwashed, and in their original condition with tags attached and in their original packaging.
To maintain hygiene standards, please try on garments over light clothing or clean skin only. Items that show signs of wear, washing, makeup, deodorant, fragrance, or other residue will not be accepted for return or exchange.
You’ll also need the receipt or proof of purchase.
We offer one free exchange and free returns on all orders. A small return shipping fee applies to refunded orders.
By opting in for your one free exchange, you acknowledge that your order becomes ineligible for a refund. This exchange option provides equal value to your original purchase, and therefore completing an exchange forfeits the ability to request a refund for that same order.
To start a return, please contact us at info@shopsoriva.com. If your return is accepted, we’ll send you a return shipping label and detailed instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
Please note that shipping costs and optional priority processing fees are non-refundable once an order has been placed and processed.
The customer will be responsible for the cost of return shipping unless otherwise stated.
You can always contact us for any return questions at info@shopsoriva.com.
DAMAGES AND ISSUES
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, such as perishable goods (like food or plants), custom products (like personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
If your merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification.
As above, your item must be unworn, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
REFUNDS
We’ll notify you once we’ve received and inspected your return and let you know if the refund was approved.
If approved, you’ll be automatically refunded to your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at info@shopsoriva.com.
REFUSAL OF SERVICE & FRAUD PREVENTION
Shop Soriva reserves the right to refuse service, fulfillments, or future orders at our discretion. This includes, but is not limited to, cases involving chargebacks, excessive returns, refund abuse, or suspected fraudulent activity.
Customers who initiate payment disputes or misuse our return policy may be permanently restricted from making future purchases.
These measures help protect our business and ensure fairness for all genuine customers.