SORAI Customer Care

Delivery Timelines

Thank you for purchasing with a purpose and helping us help those who don’t have a voice.

Rest assured that we have your order and are very excited for you to receive it. Please note though that your order could take up to 10 working days to get to you depending on your location. We will be sending you a tracking link within 48 hours of your completed purchase. If you do not receive this after this time frame then please let us know so we can locate your order and package. We appreciate your patience.

Exchanges and Returns

We want you to love your SORAI piece, however in the case that you don’t or would like to exchange it we offer you the opportunity for a return the item for a full refund or exchange. All returns and exchanges are conditional to the state in which it is returned (in the condition it was sent along with tags intact etc).

The shipping cost of a return and exchange is at your own expense. Refunds will only be processed and exchanged items sent once we have received the item in good condition. *NB: It is your responsibility to return the item to us by a reliable & recorded company or method. In the case that the return item is lost by the service you have used, we regretfully cannot process the refund.

Should you have ordered the wrong size or colour, we will gladly exchange it for you for the correct item as long as it is available in stock.

Please follow these instructions for the return or exchange of items:

1. Email us on shop@oursorai.com with the subject line Return or Exchange.

2. Within the email, please indicate the reason for your return or exchange, your order number, name & surname, address to send exchanged item to and a contactable email address.

3. Please download & print the Returns form below, fill it out and send this form along with your item that you are returning to:

United Kingdom and Europe:
Company Name: SORAI International Limited: Kendrick Imports
Address: 25 Harmill Industrial Estate, Grovebury Road, Leighton Buzzard, Bedfordshire, LU7 4FF, United Kingdom.

South Africa:
Company Name: SORAI International Limited
Address: 20 Cumberland Road, Unit 17 Inospace, Paarden Eiland, Cape Town, South Africa, 7405

UAE and India:
Company: Avant Garde Logistics LLC
Address: Office no 108, 1st floor, Al Reyami Building, Near Karama Post Office, Karama, Dubai – UAE |
Number: +971 4 3180205

All other countries not mentioned above:
Company Name: SORAI International Limited: Kendrick Imports
Address: 25 Harmill Industrial Estate, Grovebury Road, Leighton Buzzard, Bedfordshire, LU7 4FF, United Kingdom.

*If the original tags and packaging are not included in the return or exchange we will deduct a small fee from the refund.

4. On receipt of your return or exchange in good order we will process the refund and send out the exchanged item. Please allow 5-10 working days for the refund to process and reflect in your account (this is the amount of time that banks stipulate but this can be quicker).

Damaged Items

In the unlikely event the item you received is damaged, we will replace it or refund you in full.

To process the return and replacement of a damaged item, please follow the same process take for returns or exchanges (above) using Damaged Item as the subject line in your email and communication with us.

Once we have received and inspected the damaged item we will arrange a replacement to be sent to you. In the case where we are unable to replace the item we will offer a full refund.

Please note that all return and/or exchanges whether damaged or simply unwanted must be done within 15 days of purchase.
No returns or exchanges on sale items.

Contact Us:

Should you have any further enquires, please contact us using the form below: