FAQ

GENERAL INQUIRIES

DELIVERY TIMES

For peninsular orders, the average delivery time is 1 to 2 business days from when we receive your order.

For orders to the Balearic and Canary Islands, the average delivery time is 3 to 4 business days from when we receive your order.

For orders to Portugal, the average delivery time is 4 to 5 business days from when we receive your order.

For orders to the rest of Europe, the average delivery time is 5 to 7 working days from when we receive your order.

During times such as BlackFriday, Christmas or Sales these times may vary.

HOW CAN I CONTACT WITH YOU?

Do not hesitate to contact us, without schedules, write to us whenever you need it.

Mobile or Whatsapp: +34650870814

Mail: bolsa@soroa.es

Instagram: soroa_bolsas

Additionally, via the web, in your browser you have a WhatsApp button where you can write to us with whatever you need.

SHIPPING COSTS

We have set shipping and return costs to the Peninsula for FREE .

Peninsular shipping costs: free

Balearic shipping costs: €6.50

Shipping costs Canary Islands: €10.00

Shipping costs Portugal: €7.00

Rest of Europe: €15.00

PRODUCT REPLACEMENT

The products that appear on our website are those that are currently available. If you have questions about someone who is not there, you can write or call us.

APPLICATION OF SPECIAL AND DISCOUNT CODES

If you have a discount code you must apply it on the “shopping cart” screen, in “complete cart” where you will find the box and enter it there. Once that is done, click on “use”.

Discount codes are not cumulative. Of course, if you have any questions, do not hesitate to contact us.

 

ACCEPTED PAYMENT FORMS

We accept Visa, Mastercard, Paypal and Apple Pay and Google Pay.

 

PRODUCT WARRANTY

We have extended the deadline and you can exchange or return the products up to 30 days from the day you received it.

For exchanges or returns, the product must be in perfect condition and unused. If it has been used or is not in perfect condition, the right to return or exchange will be lost.

MY ORDER

HOW DO I KNOW THE STATUS OF MY ORDER?

When you place an order at Soroa you will receive a confirmation email. Once your order number is registered, you will receive emails at each part of the shipping process, from when it leaves the warehouse, along the way and when it has been delivered. You will always be able to see where you are in the process.

CAN I CANCEL OR MODIFY MY ORDER?

Of course. We recommend that you contact us through the following means:

Mobile or Whatsapp: +34650870814

Mail: bolsa@soroa.es

Instagram: soroa_bolsas

CAN I CHANGE THE ADDRESS OF MY ORDER?

Of course. As long as we have not processed the shipment. We recommend that you contact us through the following means:

Mobile or Whatsapp: +34650870814

Mail: bolsa@soroa.es

Instagram: soroa_bolsas

 

RETURNS & EXCHANGES

IS THERE A LIMIT ON CHANGES IN THE SAME ORDER AND DO THEY HAVE ANY COST?

If you want to change a product, don't worry, the first change is completely free on the peninsula!

If you want to change your order for the second time, you must pay €20 by bank transfer to the account number that we will indicate to you via email.

We are sorry for the cost, but it is necessary since the exchange service includes personalized products that increase these costs and we cannot offer this service free of charge on more than one occasion.

 

I WANT TO CHANGE THE PRODUCT, HOW DO I DO IT?

If you want to change a product, don't worry, the first change is completely free on the peninsula! You must send us an email to libros@soroa.es indicating your order number and the new product and size (if any) that you want us to send you.

By default, we will send the new product to the same address that we had used to send the first package. If you want the new shipment to be made to a new address, you must tell us in the email.

Remember that the same delivery person who delivers the new package will ask you for the old order. If you do not have it at the time of the new delivery, the delivery person will NOT give you the package. If you want to change your order for the second time, you must pay €20 by bank transfer to the account number that one of us will indicate to you via email.

There is only one exception to this rule; If the product for which the purchased item is to be exchanged is not in stock, the customer must make a return and subsequently purchase the new product. Of course, we will be happy to help you with the process and, if possible and necessary, reserve a unit for you.

I WANT TO RETURN THE PRODUCT, HOW DO I DO IT?

If for any reason you do not want your order and want to make a return, you must take the package to any GLS point or one that has an agreement with them and send it to the following address, OF COURSE YOU DO NOT HAVE TO PAY ANYTHING.

Attn: SOROA

Address: Calle Peñalba, number 8, floor 3. Pozuelo de Alarcón (28223), Madrid

Contact telephone number: +34 650 870 814

DEADLINE TO MAKE CHANGES AND/OR RETURNS

The maximum period to make an exchange or return is 30 days from when you received your order.

IF I RECEIVE A PRODUCT AND I THINK IT IS DEFECTIVE, WHAT CAN I DO?

If you think that the product you have received may have a defect or defect, we will solve it, since we have the guarantees of our suppliers. Contact us and we will help you as soon as possible.

I WANT TO MAKE AN EXCHANGE FOR A PRODUCT OF A LOWER OR HIGHER AMOUNT

If the product you wish to purchase in an exchange has a lower price than the original product, we will pay you the difference through the same payment method that you used for the purchase (it may take up to 7 business days depending on your bank) or credit card. credit debit. If you paid with Paypal, you will see the movement reflected instantly.

If the product you wish to purchase in an exchange has a higher price than the original product, we will give you two options; payment of the difference by paypal or bank transfer. We will only need a capture of the payment to be able to process the change.

HOW LONG DOES IT TAKE FOR A RETURN REFUND?

When we receive your return in our warehouse, you will receive a confirmation email. The status of the product will be reviewed and subsequently, the order will be given to refund the amount using the same payment method used in your purchase in an estimated time of 7-15 days, depending on your bank.
For products purchased with a Gift Card, the amount will not be refunded but you can exchange it for another product or we will provide you with a voucher with no expiration period.