Returns & Refunds

Our 30-day money-back guarantee

We want you to love your Sorenzia shoes. If you don't, you can return them for a full refund within 30 days of the day your order is delivered – whatever the reason, including simply changing your mind.

What we ask

To qualify for a refund, shoes should be:

unworn outdoors – trying them on indoors on a clean, soft surface is absolutely fine;
in their original condition, free of marks, scuffs and odours;
returned with the original box and packaging where possible.

If a returned item shows clear signs of outdoor wear or damage caused after delivery, we may only be able to offer a partial refund – and we will always contact you before deciding anything.

How to start a return

Email us first. Contact support@sorenzia.com within 30 days of delivery, with your order number and the item(s) you want to return. Please don't send anything back before we've replied – returns sent without contacting us first can't be matched to your order and may not be processed.
We will reply within one business day to confirm your return and let you know exactly what to include in the parcel.
Pack the item securely with your order number inside, and send it to our returns address below using a tracked service. Keep your proof of postage.

Returns address

Our orders are dispatched from our fulfilment centre in China, so returns go back to our returns centre there:

Sorenzia Returns
6th Floor, Building 1, Zhenhuan Park
No. 699 Wangliyuan South, Xiaoshun Town
Jindong District, Jinhua City
Zhejiang Province
China

Please only use this address once we have confirmed your return by email, and always include your order number inside the parcel.

Return postage

Change of mind or wrong size ordered: you pay the return postage. Because returns are sent internationally, postage costs more than sending a parcel within the UK – please check the price with your chosen carrier before sending. We recommend a tracked service, as we cannot refund parcels that go missing on the way back to us without proof of postage.
Faulty, damaged or incorrect items: if we sent the wrong item or size, or your item arrives faulty or damaged, we will put it right at no cost to you. Email us a photo and your order number and we will arrange a replacement or a full refund, including any return postage – please don't post anything until we've confirmed the details with you.

Your refund

Once your return is delivered back to us (or you've provided proof of postage), we will process your refund within 14 days, to your original payment method. Your bank or card provider may take a further 3–5 working days to show the money in your account. We will email you as soon as the refund is issued.

Exchanges

Need a different size or colour? The quickest option is to return your item for a refund and place a new order. If you'd prefer, contact us and we will help arrange an exchange directly.

Cancelling an order

You can cancel free of charge at any time before your order is dispatched – just email us with your order number. Once an order has been dispatched, it can no longer be cancelled, but you can return it under this policy after it arrives.

Your legal rights

This guarantee is in addition to your legal rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy limits or replaces those rights.