FAQ

1. What products does Sorall offer?

Sorall offers a carefully selected range of pillows and bedding. Our goal is to provide quality home essentials supported by clear product information, transparent store policies, and reliable customer service.

2. Where does Sorall ship?

Currently, Sorall ships only within the United Kingdom. We do not offer international shipping at this time.

3. How can I contact Sorall?

You can contact our customer support team by emailing support@sorall.store. We are happy to assist with product enquiries, order updates, shipping questions, returns, refunds, and general support during business hours.

4. What are your business hours?

Our business hours are Monday to Friday, 9:00 AM – 5:00 PM (GMT+1). Chat support is available 24/7, and emails received outside business hours will be answered as soon as possible on the next business day.

5. How do I know my order has been placed successfully?

After your payment has been successfully processed, you will receive an order confirmation email containing your order details. This confirms that we have received your order request.

6. Can I change or cancel my order?

Yes. If you need to change or cancel your order, please contact us within 24 hours of placing your order. We will do our best to accommodate your request if the order has not yet entered processing or been dispatched.

7. How long does order processing take?

Orders are typically processed within 1–2 business days. During this time, we verify your order, prepare your items, perform quality checks when necessary, and arrange shipment.

8. How long does delivery take?

Most orders are delivered within 6–8 business days, including both processing and transit time. Delivery times are estimates and may vary due to shipping carrier operations, weather conditions, public holidays, or other unforeseen circumstances.

9. How much does shipping cost?

Sorall offers Standard Shipping at a flat rate of £20 GBP per order. The shipping cost is displayed during checkout before payment is completed.

10. Will I receive tracking information?

Yes. Once your order has been dispatched, you will receive a shipping confirmation email. If tracking information is available from the shipping carrier, it will be included in that email.

11. What should I do if my order is delayed?

Although we aim to deliver orders within the estimated timeframe, delays can occasionally occur due to factors beyond our control. If your order has not arrived within the expected delivery period, please contact our customer support team so we can review the shipment and provide an update.

12. What is your return policy?

We accept return requests for both defective and non-defective items within 25 days of delivery, provided the item meets the eligibility requirements outlined in our Returns & Refund Policy.

13. Who pays for return shipping?

If you receive a damaged, defective, or incorrect item due to our error, we will cover the return shipping cost where applicable. For all other approved returns, including change-of-mind returns, customers are responsible for arranging and paying for return shipping.

14. Do you offer product exchanges?

No. At this time, Sorall does not offer product exchanges. If you would like a different item, you may place a new order after your eligible return has been completed.

15. How long does it take to receive a refund?

Once your returned item has been received and inspected, approved refunds are processed within 10 business days. The time it takes for the refund to appear in your account may vary depending on your payment provider or financial institution.

16. Which payment methods do you accept?

We accept secure online payments through the payment methods available at checkout, including Visa, Mastercard, American Express, and other supported payment options where available.

17. Is my payment information secure?

Yes. Payments are processed through secure third-party payment providers. Sorall does not store your complete payment card details on its servers.

18. Do you sell my personal information?

No. Sorall does not sell your personal information to third parties. Your information is used only for purposes such as processing orders, providing customer support, improving our services, and meeting legal obligations.

19. Can product colours or appearance vary?

Yes. Slight differences in colour, texture, or appearance may occur due to screen settings, lighting conditions, or manufacturing variations. These differences do not necessarily indicate a product defect.

20. Where can I find your store policies?

Our website provides detailed information through our Shipping Policy, Returns & Refund Policy, Privacy Policy, Payment Policy, and Terms & Conditions. We encourage customers to review these policies before placing an order so they understand how orders, payments, shipping, returns, and personal information are handled.

21. How can I contact Sorall Customer Support?

If you need assistance before or after placing an order, our customer support team is here to help. You can contact us with questions about products, orders, shipping, returns, refunds, payments, or general enquiries.

Contact Information

If your enquiry is related to an existing order, please include your order number in your email so we can assist you more efficiently. Our team will review your enquiry and respond as soon as possible during business hours.

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