Refund policy

We want you to love your Sorella cotton. If something isn’t right, here’s how returns and refunds work.

Returns within 14 days

You can return items within 14 days of receiving them, in line with Egypt’s Consumer Protection Law (No. 181 of 2018), as long as they are:

• unused and unwashed,
• in their original condition and packaging, with any tags attached.

For hygiene reasons, we can’t accept items that have been used or washed, unless they are faulty.

Faulty, damaged or wrong items

If your item arrives faulty or damaged, or isn’t what you ordered, contact us within 14 days of delivery with your order number and a photo. We’ll arrange the pickup at no cost to you and send a replacement or a full refund, including the delivery fee.

You may also refuse a parcel at the door if it’s visibly damaged.

Changed your mind

If you return an unused item because you changed your mind, the original delivery fee is not refunded and the return pickup fee is deducted from your refund (or you can send the item back yourself).

Exchanges

Want another colour or size? Contact us within 14 days. We’ll exchange it if it’s in stock; if the new item costs more or less, we’ll settle the difference.

How to start a return

1. Contact us through the contact page or WhatsApp with your order number and the items you want to return.
2. We’ll confirm and arrange a pickup with Bosta.
3. Once the items reach us and pass inspection, we send your refund.

Refunds

• Paid online (card or wallet): refunded to the same card or wallet. We process it within 3 working days after we receive the return; your bank or wallet may take up to 14 days to show it.
• Cash on delivery: refunded by bank transfer, InstaPay or mobile wallet within 7 working days after we receive the return.

Cancelling an order

You can cancel free of charge before your order ships: contact us with your order number. Once shipped, the return rules above apply.