Please contact us as soon as possible if you need to change or cancel an order.

We will try to assist before the order enters processing or is dispatched. However, changes and cancellations cannot be guaranteed once fulfilment has started.

Contact us immediately if you entered an incorrect or incomplete delivery address.

We may be able to update the address before the order is processed or dispatched. Once the parcel has been handed to the courier, address changes may no longer be possible.

Customers are responsible for checking that their delivery details are correct before completing checkout.

A parcel may be returned because of an incomplete address, unsuccessful delivery attempts, refusal of delivery, or failure to collect it from a designated location.

Please contact us if your tracking shows that the parcel is being returned. We will review the order and explain the available reshipment or refund options.

Tracking information may take some time to update after the courier receives the parcel.

Please contact us if the tracking has not changed for an extended period or if the estimated delivery timeframe has passed. We will review the available information and assist with a courier inquiry where appropriate.

Please contact us with your order number if the tracking information indicates that the parcel may be lost.

We may need to open an investigation with the courier before confirming a resolution. Once the investigation is completed, an eligible resolution may include a replacement or refund.

Yes. Eligible items may be exchanged within 30 days from the date of delivery.

The item must be unused, unwashed, in its original condition, and returned with its original packaging, labels, and accessories.

Exchanges are subject to product availability and must be approved before the item is returned.

When the requested replacement is unavailable, we may offer:

• An alternative product
• Store credit, with your agreement
• A refund to the original payment method

Our customer support team will explain the available options after reviewing your request.

Care instructions may vary by product, so customers should review the information shown on the product page or packaging.

In general, ceramic items should be handled carefully and should not be used if they become cracked, chipped, or broken.

Avoid sudden temperature changes unless the product is specifically described as suitable for them.

We aim to display product colours, sizes, and measurements as accurately as possible.

Minor differences may occur because of screen settings, lighting, measuring methods, or normal manufacturing variations.

Customers should review all available product details before placing an order.

Yes. An order-confirmation email will normally be sent after a successful purchase.

Please check your spam or junk folder if you do not see it in your inbox.

If you still cannot locate the confirmation, contact us at info@soraveux.com and provide the name and email address used during checkout.