Please read our policy below for further details and information. Customers are highly recommended to refer to the size chart for best-fit size before making purchases.

  • Criteria that products can returned of exchanged if all the following reasons are met:
    1. If you received the wrong items.
    2. You received a damaged item from the courier.
    3. The goods must be in an ‘as new’ condition and return in the ORIGINAL, undamaged packaging along with the accessories and free gifts received with it.
    4. The product must not have been used.
    5. Sewn-in garment tag must not be cut
    6. Price tag must not be removed

 

HOW TO EXCHANGE

  • Please reach us at sorellamall@sorella-malaysia.com for us to confirm if your order is returnable and to start the return process within 7 days of receiving the product(s) ordered from the Sorella Mall Mobile Application. Example: If you received the product(s) on 1st May, please return the product(s) by shipping it to our warehouse by 7th May.
  • Customer required to return the parcel by CITYLINK.
  • The return parcel’s shipping fees of returning will bear by Sorella Mall.
  • Please keep the Tracking Number for the parcel provided by CITYLINK to monitor your shipment to us.
  • We will conduct an evaluation within two (2) business days of receiving your returned items, you will receive a WhatsApp or email notification once the returned item is received at the warehouse.
  • If your return is valid, we will process your refund or replacement, based on what you have indicated in the return form.
  • We do not honour any walk-in returns.
  • If your return is not valid, we will notify you and send the item back to you. We will not reimburse your courier charges.
  • Product(s) sold at mark down prices from all the brands due to defect cannot be returned.
  • All panties, underwear, girdles items cannot be exchanged due to our strict hygiene policy.
  • Only product(s) purchased in Malaysia can be returned.

 

Remarks:

  1. Please note that courier charges for your return package will NOT be covered by Sorella Malaysia.
  2. Please obtain a delivery receipt from courier company of your choice or record your tracking number to trace your return package if it reaches our warehouse.
  3. Sorella Malaysia will not be liable for any loss or damage of your return package and/or product (s) handled by courier company of your choice.
  4. Please note that in person returns to our warehouse are NOT accepted.


Damaged or Faulty Products

We do our utmost to ensure all items sold are of the highest quality. However, should you have concern about a faulty or damaged item, please email us at sorellamall@sorella-malaysia.com

 

Problems with Order

If the product received does not correlate with the product you ordered, please email us at sorellamall@sorella-malaysia.com within 7 days of receiving the product, so we can urgently review the matter for you and arrange for re-shipment for the correct product.

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