HOW DO I MAKE A PURCHASE
Shopping at SORAPOL is easy:
Use the CLOTHING, BAGS, SHOES and ACCESSORIES links.
Once you have found an item, choose your size and click on the 'ADD TO CART' button on the product page.
Review the items in your shopping bag by clicking the 'CART' link at the top of the page.
Click on 'PROCEED TO PURCHASE' to complete your order.
DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
You can shop at SORAPOL without creating an account.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation
WHAT PAYMENT METHODS DOES NET-A-PORTER ACCEPT AND IS IT SAFE TO USE MY CREDIT CARD ONLINE?
We accept Visa, MasterCard and American Express. You can also choose to pay with PayPal. All payments are processed through a secure checkout system provided by Stripe.
First-time orders must also be sent to the cardholder's billing address or work address. This process is not only for your security but so we can verify your details independently. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.
HOW DO I RETURN OR EXCHANGE AN ITEM?
Making a return or exchange is easy. You have 28 days to decide whether to keep your items and we will collect from your home, work or alternative address for free. To arrange your exchange or return, simply email us at customercare@sorapol.co.uk and quote your order no and reason why. You will then receive a confirmation email with returns instructions and details about how to book your collection.
WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
Your refund will be issued to the original credit card used to place the order. Shipping costs are not refunded for items using our free collection service, unless your items are faulty, or your order is cancelled under the ICASRs.
All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.
Please note that it can take up to 30 business days for the refund to appear in your account.
HOW CAN I CHOOSE THE CURRENCY I PAY IN?
All orders placed will be billed in British Pounds.
WHICH COUNTRIES DOES SORAPOL SHIP TO?
SORAPOL ships worldwide
DO YOU SHIP TO PO BOXES AND FREIGHT FORWARDING ADDRESSES?
Please note that we are unable to deliver to Post Office boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to forwarding addresses, which includes Aramex addresses.
HOW LONG DOES DELIVERY TAKE, AND HOW MUCH WILL IT COST?
Items will be delivered to your door 4 weeks from receipt of order.
WHAT PACKAGING WILL MY ORDER BE SHIPPED IN?
Most orders are shipped in a brown cardboard box (smaller items may be shipped in jiffy bags).
HOW MUCH WILL DELIVERY COST?
Calculated at time of order, country specific.
IS MY PACKAGE INSURED AND DO I NEED TO SIGN FOR MY ORDER?
All your purchases are insured against theft and accidental damage whilst in transit from SORAPOL to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered. To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery.
We can deliver to certain destinations without collecting a signature. If this option applies to your delivery address, you can update your preference on the shipping page before proceeding to purchase. If you choose to waive the signature, you accept our terms and conditions and take responsibility for any loss or damage that may occur.
HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?
Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.
DOES SORAPOL SHIP TO MULTIPLE ADDRESSES?
We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.
WHY ARE SHIPPING RESTRICTIONS APPLIED TO SOME ITEMS?
Due to international trading agreements and regulations, SORAPOL must adhere to particular shipping restrictions.
As a result, we are unable to send exotic skins to certain countries, and orders containing jewelry cannot be dispatched to Russia or China.
If you add a product to your shopping bag that we are unable to ship to your country, you will be prompted to remove it. Alternatively, you can change your shipping address to a different destination where these restrictions do not apply.
CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?
Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details.
However , we are unable to combine orders or add pieces to an existing order once it has been placed.
If you need to make any amendments, please contact customer care at customercare@sorapol.co.uk
Bespoke and or personalised orders cannot be cancelled.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive an email containing your air waybill number to track your package.
HOW DO I RETURN OR EXCHANGE AN ITEM?
Making a return or exchange is easy. You have 28 days to decide whether to keep your items and we will collect from your home, work or alternative address for free. To arrange your exchange or return, simply email us at customercare@sorapol.co.uk and quote your order no and reason why. You will then receive a confirmation email with returns instructions and details about how to book your collection.
WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
Your refund will be issued to the original credit card used to place the order. Shipping costs are not refunded for items using our free collection service, unless your items are faulty, or your order is cancelled under the ICASRs.
All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.
Please note that it can take up to 10 business days for the refund to appear in your account.
DOES SORAPOL HAVE SEASONAL SALES?
SORAPOL offers seasonal sales twice a year. Subscribe for email updates to be notified when our sale starts, and when we offer further reductions.
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