DELIVERY & RETURNS
DELIVERY
Free delivery within Australia on all orders over $100 AUD.
We offer a flat fee of $30 AUD for international shipping to New Zealand and a flat fee of $45 AUD for the rest of the world.
We use BPCo's POLLAST!C Mailers, 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. Orders are typically dispatched within 1-7 business days of purchase. You will receive an email confirmation once your order has been shipped.
If the parcel cannot be delivered and returned to sender, the customer will be charged an administrative fee of $15AUD before the order is redelivered.
Please ensure that all of your details are correct before checkout.
Delivery is Monday – Friday, excluding public holidays. During the holiday or sale season, there may be unforeseen delays that are out of our control. Please allow adequate time for delivery before your special occasion.
INTERNATIONAL SHIPPING
International deliveries will take approximately 5-20 business days from the day of purchase to arrive.
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 a tracking number.
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 of receiving your order. Sale items are only eligible for exchange or store credit within 7 days of receiving your order.
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 order.
We cannot process your return until we receive your goods.
If a refund is warranted, you will only be refunded via the original method of 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.