Política de reembolso

Returns & Refunds

At SORTTEZ every order is checked with care before it ships. If something isn't right, we'll make it right. Please read the terms below.

Return window

You have 30 days from the delivery date to request a return. In line with EU consumer law, you also have a statutory right of withdrawal of at least 14 days. Items must be unworn, unwashed, with original tags attached and in their original packaging.

Defective, incorrect or undelivered orders — we cover it

If your item arrives damaged, faulty, or different from what you ordered, or if your parcel does not arrive, contact us within 30 days of delivery (or of the latest estimated delivery date). We will arrange a free replacement or a full refund — you will not be asked to ship the item back.

Change of mind

For change-of-mind returns, the item must meet the return-window conditions above. The customer is responsible for return shipping costs. Please contact us first; we will provide the correct return address. Do not send any item back without contacting us first — unauthorised returns cannot be processed.

Non-returnable items

Underwear and intimate items, items marked final sale, and any product that has been worn, washed, altered or damaged by the customer cannot be returned.

Refunds

Once your return or claim is approved, refunds are issued to your original payment method within 5–10 business days. Original shipping charges are non-refundable except where the item was defective, incorrect, or undelivered.

Contact

To start a return or report a problem, email support@sorttez.com with your order number and, where relevant, a photo of the issue. We respond within 24–48 hours.

— The SORTTEZ Team