1. How long does order processing take?

Orders are usually processed within 2-4 business days after payment has been successfully confirmed. Processing includes order verification, quality inspection, packaging, and shipment preparation.

2. How long does shipping take?

After your order has been dispatched, delivery usually takes 8-12 business days, depending on your location, local carrier service, customs clearance, weather conditions, holidays, and other external factors.

3. Where do you ship?

Soralenta ships to customers in North America and many international markets. Available shipping destinations may vary depending on the product, shipping carrier, and checkout address.

4. How can I track my order?

Once your order has shipped, a tracking email will be sent to the email address used at checkout. If you do not see the tracking email, please check your spam or junk folder first.

5. I did not receive my order confirmation email. What should I do?

Please check your spam or junk folder first. If you still cannot find your confirmation email, contact us at jorgesingh2503@outlook.com with your name and the email address used at checkout.

6. Can I cancel my order?

Orders can only be cancelled before they have been processed or shipped. Please contact us as soon as possible with your order number. Once an order has entered processing, packaging, or shipment preparation, cancellation may no longer be available.

7. Can I change my shipping address after placing an order?

We can only update your shipping address before the order has been processed or shipped. Please contact us immediately if your shipping information is incorrect or incomplete.

8. How do I choose the right size?

Please refer to our Size Guide before ordering. If you are between two sizes, we recommend choosing the larger size for a more comfortable fit, especially for fitted dresses, structured tops, rompers, sets, or styles with limited stretch.

9. Are your clothes true to size?

Most Soralenta styles are designed to fit true to size. However, fit may vary depending on the fabric, cut, silhouette, and product style. Please check the product description and Size Guide before placing your order.

10. What should I do if I receive a damaged, defective, or incorrect item?

Please contact us within 7 days of receiving your order. Include your order number, clear photos of the item, packaging, shipping label, and the visible issue so our support team can review and assist you.

11. Do you accept returns?

Yes, eligible items may be returned according to our Returns & Exchanges Policy. Items must be unworn, unwashed, unused, undamaged, and returned in their original condition with tags and packaging where applicable.

12. How do I request a return or exchange?

Please contact us first at jorgesingh2503@outlook.com before sending any item back. Include your order number, the email address used at checkout, the item you wish to return or exchange, and the reason for your request.

13. When will I receive my refund?

Once your return is received, inspected, and approved, your refund will be issued to the original payment method used for the order. Refund processing times may vary depending on your bank, card issuer, or payment provider.

14. Who pays for return shipping?

Unless the return is due to a damaged, defective, or incorrect item confirmed by our team, customers are generally responsible for return shipping costs. We recommend using a trackable shipping service for returns.

15. Will I need to pay customs duties or taxes?

Import duties, taxes, customs fees, or other local charges may be required by your country or region. These charges are not controlled by Soralenta and are the responsibility of the customer where applicable.

16. What payment methods do you accept?

We accept major credit cards, debit cards, PayPal when available, and other secure payment methods shown at checkout. Available payment options may vary depending on your country, device, currency, and checkout settings.

17. Is my payment information secure?

Yes. Payments are processed through secure and encrypted payment gateways. Soralenta does not store your full credit card or debit card information.

18. Why was my payment declined?

Payments may be declined due to incorrect billing information, insufficient funds, card restrictions, bank security checks, or payment provider verification. Please try another payment method or contact your bank or payment provider for more details.

19. What if my package says delivered but I did not receive it?

Please first check your mailbox, front door, porch, parcel locker, reception area, building office, neighbors, or other safe delivery locations. You may also contact the local carrier for detailed delivery information. Soralenta will do our best to assist, but we are not responsible for packages marked as delivered by the carrier.

20. Can my order be shipped in multiple packages?

Yes. In some cases, items in the same order may be shipped separately due to product availability, warehouse processing, or logistics arrangements. If your order is split into multiple shipments, you may receive more than one tracking number.

21. How can I contact customer service?

You can contact us by email at jorgesingh2503@outlook.com or by phone at 15147016142. Please include your order number and the email address used at checkout so we can assist you faster.

Need More Help?

If your question is not listed above, please contact our customer service team. We usually respond within 1 business day.

Store Name: Soralenta

Website: soralenta.shop

Email: jorgesingh2503@outlook.com

Phone: 15147016142

Business Address: 21 Rue Dubuc, Châteauguay, QC J6J 1A6, Canada