DELIVERY & RETURNS
DELIVERY
Free delivery within Australia on all orders over $100 AUD.
We offer a flat fee of $30.00AUD for international shipping to New Zealand and a flat fee of $45.00AUD for the rest of the world.
We use BPCo's POLLAST!C Mailers which are made from 100% recycled Ocean Bound Plastic pollution.
SHIPPING WITHIN AUSTRALIA
Sorrento Collective uses Australia Post for all Australian orders shipped to a residential address (approximately 3-7 days from date of purchase) and TNT Express for all Australian orders shipped to a business address (approximately 2-4 days from date of purchase).
A signature is required upon delivery. Should you be unavailable at your provided residential shipping address, the courier will leave a delivery card and re-direct your parcel to your local post office for collection. So you can meet your new friend sooner rather than later, we recommend that all packages are sent to a company or business address.
If the parcel is unable to be delivered and returned to sender, the customer will be charged an administrative fee of $15AUD before the shoes are redelivered.
Please ensure that all of your details are correct prior to checkout.
In the event that your order has not arrived within the expected number of days, please track your order with your unique tracking number, and contact your local post office or TNT Express.
Delivery is Monday – Friday, excluding public holidays. During the holiday season, there may be unforeseen delays that are out of our control. Please allow adequate time for delivery prior to your special occasion.
INTERNATIONAL SHIPPING
Sorrento Collective delivers internationally using TNT Express
International deliveries will take approximately 5-14 business days from the day of purchase to arrive.
A signature is required upon delivery, therefore, we recommend a work address if this is possible.
There may be unforeseen delays due to customs that are out of our control. Should you have any concerns, please contact your local TNT office for assistance and have your tracking number ready.
Please keep in mind that international orders may be subject to import duties and taxes depending on the country they are being shipped to. The customer is responsible for these additional charges as Sorrento Collective has no control over them. We recommend contacting the customs office in your country for further information on potential charges.
TRACKING YOUR ORDER
Once your parcel has left our warehouse you will be emailed its tracking information so that you can follow up its progress. Simply input the tracking number to the Australia Post website for residential Australian orders or to the TNT Express website for business delivery and international orders.
Please allow 24 hours from placing your order, before trying to track it, and 5 days before querying your order with customer service representatives at Sorrento Collective
RETURNS
We hope you love your new purchase. If you meet her and decide she’s not quite right for you, we happily accept returns for exchange or refund on full priced items within 7 days. Sale items are only eligible for exchange or Store Credit.
If you’ve changed your mind, all items must be unworn, in original condition and in original packaging.
If a manufacturing fault occurs under normal use, not including general wear and tear, please contact us at hello@sorrentocollective.com.au with a copy of your order and a detailed description and image of the fault.
Sorrento Collective will not be held responsible for any damage to a product after delivery.
We make every effort to display our beautiful products in all their glory, but sometimes screens vary and colour may not appear as in life. We hope you still love them anyway on arrival.
RETURNS PROCEDURE
If you would like to exchange or return an item, let us know within 7 days of receiving your order.
Send an email to hello@sorrentocollective.com.au with the following:
- Your order number
- Details of the purchase you would like to return/exchange, including name, colour and size
- Whether you would like to return your purchase for a refund, or exchange for another size or style.
- After notifying us, you then have 7 days to return your product in its original condition.
We trust you to get our girl back to us safe and sound, so Sorrento Collective are not responsible for returned parcels going missing. Please use registered post and make note of the tracking number when returning your shoes.
We cannot process your return until we receive your goods.
If a refund is warranted, you will only be refunded via the method by which you paid. We do not refund shipping unless the item is faulty.
Any returns that do not meet our policy, will not be accepted and will be returned to you at your own expense.