Shipping & Delivery
- How long does shipping take?
All orders are processed within 1 to 3 business days.
Delivery generally takes between 7 and 20 business days, depending on the country.
- Do you ship internationally?
Yes, we ship to customers all over the world. No matter where you are, Soraya comes to you — shipping costs and delivery times are calculated at checkout based on your location.
- How much does shipping cost?
We offer free shipping on all orders with a minimum purchase of 80£
- Can I track my order?
Yes! Once your order ships, you'll receive a confirmation email with your tracking number. You can also track your order anytime using our Track Order page in the menu.
- What happens if my package is lost or delayed?
If your order hasn't arrived within the estimated delivery window, please reach out to us at support@sorayamilano.com with your order number. We'll track it down with the courier and make sure it's resolved — whether that means locating your package or arranging a replacement or refund.
Returns & Exchanges
- What's your return policy?
We have a 14-day return policy, which means you have 14 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@sorayamilano.com
- Do I have to pay for return shipping?
No — we offer free returns! Simply use the prepaid return label included with your order (or request one via support@sorayamilano.com) and send your item back at no cost to you.
Orders & Payment
- What payment methods do you accept?
We accept all major credit and debit cards, as well as ApplePay, for a fast and secure checkout.
- Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us as soon as possible at support@sorayamilano.com. We process orders quickly, so we can't guarantee changes once an order has already been shipped, but we'll always do our best to help.
- I never received a confirmation email — what do I do?
First, check your spam or junk folder, as confirmation emails sometimes end up there. If you still can't find it, contact us at support@sorayamilano.com with your name and the email used at checkout, and we'll resend it right away.
- Can I use multiple discount codes at once?
Only one discount code can be applied per order. If you have multiple codes, choose the one that offers the best value for your purchase.
Account & General
- Do I need an account to place an order?
No, you can check out as a guest. However, creating an account lets you track orders, save your details for faster checkout, and view your order history.
- How do I contact customer service?
You can reach us anytime at support@sorayamilano.com, or use our Contact form. We aim to respond within 24-48 hours.
