Refund policy

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@shopsorya.com. Please note that returns will need to be sent to the following address: P.O.Box 91502, Mer Bleu PO, Ottawa, ON, Canada.

 Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@shopsorya.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and body jewelry. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

If you need to request an exchange, please reach out to our customer service team at support@shopsorya.com and we’ll be happy to assist you. 

• Please note the following: 
• All body jewelry and custom jewelry are FINAL SALE and cannot be exchanged for hygiene and personalization reasons.
• Items must be unworn, in original packaging, and requested for exchange within 7 days of delivery.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at  support@shopsorya.com

Lost or Delivered Package Policy

Orders marked as delivered by the shipping carrier are not eligible for a refund unless shipping warranty was purchased at checkout.

If your package is marked as delivered but you did not receive it, we are happy to offer a one-time replacement as a courtesy.

Please note:

• Replacements are only available once per order.

• We recommend reaching out to your local courier or checking with neighbors before contacting us.

ALL CUSTOM PIECES ARE FINAL SALE & CAN’T BE REFUNDED OR EXCHANGED.

 

Return To Sender: Customer Provided Wrong Address OR Customer Fails to Pick up Order From Post Office After A Delivery Attempt

At Sorya, we strive to ensure that every order is delivered accurately and on time. However, it is the customer's responsibility to provide the correct shipping address at the time of purchase or to pick up their item if it is being held at their local post office.

If an order is shipped to an incorrect address due to a mistake made by the customer, Sorya cannot be held responsible for the lost or undelivered package.

If a customer fails to pick up an item from the post office after a delivery attempt, and it is returned to sender, Sorya cannot be held responsible for the lost or undelivered package.

 However, we understand that errors happen, and we offer a solution:

• Replacement Option: If a customer realizes that the address provided was incorrect after the package has been shipped, we offer a replacement of the item at a small fee to cover the cost of reshipping.
• Timely Address Updates: Customers are encouraged to double-check their shipping information before finalizing their orders. If a correction is needed, please contact us as soon as possible before the order is dispatched.

We appreciate our customers' understanding and cooperation in ensuring the smooth and accurate delivery of all Sorya orders.