Shipping & Returns
Shipping
Orders are carefully prepared and dispatched within 1 business day.
During busy periods, promotions or public holidays, processing may take a little longer. We’ll always do our best to get your order moving as soon as possible.
Delivery times and costs
Available shipping methods, delivery estimates and any applicable costs are shown during checkout.
Delivery times begin once your parcel has been dispatched. Please remember that estimates are not guaranteed, as delays may occasionally occur with the delivery carrier.
Tracking your order
As soon as your order leaves us, you’ll receive a shipping confirmation by email containing your tracking information.
Tracking updates can sometimes take several hours to appear after your parcel has been collected.
Incorrect delivery details
Please check your delivery address carefully before completing your order.
Made a mistake? Contact us as soon as possible. We’ll try to update the details before dispatch, but once your parcel has been processed or shipped, changes may no longer be possible.
Delayed or missing parcels
If your tracking has not updated for several days or your parcel appears to be delayed, please contact us. We’ll gladly look into it with the delivery carrier.
Returns
Sometimes a product simply isn’t the right fit. You may notify us that you wish to return your order within 14 days of receiving it.
After notifying us, the products must be returned within the applicable return period. Please include your order number so we can process everything smoothly.
You may carefully inspect the product as you would in a physical shop. Products should be returned complete, clean and in their original packaging.
We may deduct an amount from the refund if a product has been handled more than necessary to determine its nature, characteristics or functioning.
How to request a return
Email our support team with:
- Your name
- Your order number
- The product you wish to return
- The reason for the return, if you would like to share it
We’ll send you the return instructions and the correct return address.
Please do not send products back without first contacting us.
Return shipping costs
Return shipping costs are normally the customer’s responsibility.
When an item arrives damaged, defective or different from what you ordered, Soranagi will cover the reasonable return costs. Please contact us before returning the item so we can provide the correct instructions.
We recommend using a tracked shipping service, as you remain responsible for the parcel until it reaches us.
Refunds
Once your return has arrived and been inspected, we’ll confirm the outcome by email.
Approved refunds are issued to the original payment method. Depending on your bank or payment provider, it may take several business days for the funds to appear in your account.
When an entire order is returned under the legal right of withdrawal, the original standard delivery cost will also be refunded. Additional costs for premium or express delivery are not refundable.
Exchanges
Would you prefer another product? The simplest option is to return the original item and place a new order. This helps ensure that your preferred product remains available and can be shipped without unnecessary delay.
Damaged or incorrect orders
Please inspect your order shortly after delivery.
If something arrived damaged, defective or incorrect, email us as soon as possible and include:
- Your order number
- A short explanation of the issue
- Clear photographs of the product and packaging
We’ll find a suitable solution, such as a replacement, repair or refund, depending on the situation.
Items that cannot be returned
Certain products may be excluded from returns where legally permitted, including:
- Personalised or custom-made products
- Gift cards
- Sealed products that cannot be returned for health or hygiene reasons after the seal has been broken
- Products damaged through improper use or handling
Any applicable return restriction will be clearly communicated before purchase and does not affect your statutory consumer rights.