Frequently Asked Questions
I used the incorrect address for my order. Can you update it?
Please email help@sorayameliane.com with your
order number in the subject line as soon as possible. If the package has already shipped, contact the carrier directly for address updates. If returned
to us, we will email you to arrange reshipment.
What if my package arrives damaged?
If your package is damaged in transit, contact the carrier to file a claim.
Also, email help@sorayameliane.com with your claim number so we can support the investigation.
My package was lost or stolen- what should I do?
We are not responsible for lost or stolen items after shipping, however you may file a claim with the carrier. Provide your claim number to us at help@sorayameliane.com, and we will work with the carrier to resolve the issue based on their findings.
Please be advised that we are not responsible for lost or stolen items once your order has shipped. If your order is not received according to the tracking detail provided, you must file a claim with the carrier while notifying Soraya Mèliane. Once a claim is filed and a claim number is obtained, Soraya Mèliane will work with you toward resolution of the issue based on the shipping carrier’s findings. Soraya Mèliane will not replace items in a lost or stolen package that was marked as delivered by tracking.
We do not offer refunds on packages that are lost by the carrier and cannot refund shipping of packages sent out by the Soraya Mèliane team.
What if an item becomes damaged after wear?
We can only accept return or exchange of items that are unworn and reported as damaged within 14 days of delivery. If an item arrives damaged, initiate a return through our portal, including photos and a description of the issue. Upon approval, store credit will be issued.
I changed my mind or need a different size. Can I return it?
If the item doesn’t meet your needs, initiate a return through our portal within 14 days of delivery for store credit only.
