FAQ

Delivery

How much is delivery?

Delivery is free and tracked on every UK order – no minimum spend.

Where do orders ship from?

Orders are dispatched from our fulfilment centre in Jinhua, China, and delivered to your UK address by a tracked international service.

How long will my order take?

Orders are processed in 3–5 business days, then delivered in an estimated 6–12 working days. Most orders arrive within 9–17 working days of being placed. Full details are on our delivery page.

Where do you deliver?

We currently deliver to United Kingdom addresses only.

How do I track my order?

We email you a tracking number and link as soon as your order is dispatched. Tracking can take 1–2 days to show its first update. You can also use our Track Your Order page.

Sizing

Which sizes do you use?

All sizes are women's UK sizes, with the EU equivalent shown next to each size. Our size guide explains how to measure your feet.

What if I'm between sizes?

We recommend choosing the larger size. Each product page has its own size guide with exact foot lengths for that style.

Orders

Can I change or cancel my order?

Yes – email support@sorenzia.com with your order number as soon as possible. We can change or cancel any order free of charge while it is still being processed, but not once it has been dispatched.

Offers

Do you have a multi-buy discount?

Yes – buy 2 pairs and save 10%, buy 3 and save 15%, or buy 4 or more and save 20%. The discount is applied automatically at checkout – no code needed – and the highest discount you qualify for is the one applied.

Returns & refunds

What is your returns policy?

Every order is covered by our 30-day money-back guarantee: return any unworn item within 30 days of delivery for a full refund, for any reason. See returns & refunds for the details.

How do I return an item?

Email support@sorenzia.com first with your order number. Once we've confirmed your return, you send it to our returns centre in Jinhua, China – the full address is on our returns page.

Who pays for return postage?

If you've changed your mind or ordered the wrong size, you pay the return postage. As returns go to our returns centre in China, international postage applies, so please check the price with your carrier before sending. If an item arrives faulty, damaged or incorrect, we cover the cost – the return won't cost you anything.

My item arrived damaged – what do I do?

Email us a photo and your order number and we'll arrange a replacement or a full refund straight away.

Payment

Which payment methods do you accept?

We accept all major credit and debit cards, plus the express payment options shown at checkout. The full list of available methods appears on the payment step of checkout.