Customer Service Policy

At SOREL, our number one priority is your complete satisfaction with every purchase and every interaction with our brand. This Customer Service Policy outlines our service commitments, support channels, and the standards we uphold to resolve your inquiries, concerns, and issues efficiently, fairly, and transparently. By using our website and services, you agree to the terms outlined in this policy.

1. Our Core Service Commitments


We stand behind every pair of footwear we sell, and we are dedicated to delivering a seamless, stress-free shopping experience for every customer, no matter where you are in the world. Our core service promises are:

  • Fast Response: We commit to acknowledging and responding to all customer inquiries within our stated service hours.
  • Clear & Transparent Communication: We will provide honest, straightforward updates and solutions, with no hidden terms or fine print.
  • Fair Resolution: We will work with you to find a reasonable, mutually satisfactory resolution to any issue with your order or our products.
  • Full Accountability: We take responsibility for errors made on our end, and will take immediate action to correct them at no additional cost to you.

2. Customer Service Contact Channels


You can reach our dedicated customer service team through the following official channel:

  • Email: Our primary support channel is our official customer service email inbox. For all inquiries, please send a detailed message including your full name, order number (if applicable), and a clear description of your question or issue.

We do not provide support via social media direct messages, third-party platforms, or phone calls at this time. All official support will be conducted exclusively through our official customer service email channel to ensure we have a full record of your inquiry and resolution.

3. Service Hours & Response Timeframes


  • Official Service Hours: Monday to Friday, 9:00 AM – 6:00 PM EST (Eastern Standard Time), excluding official United States federal holidays.
  • Response Timeframe: We will respond to all valid customer inquiries within 1 business day of receipt during our service hours. Inquiries received outside of our service hours, on weekends, or on holidays will be addressed on the next business day.
  • Complex Inquiries: For more complex issues that require additional investigation (such as lost package claims, product defect reviews, or escalated concerns), we will provide you with a status update within 2 business days, and keep you informed of progress throughout the resolution process.

4. Order-Related Support


Our team is here to assist you with all questions related to your order, including but not limited to:

Order Modification & Cancellation


If you need to modify your order (including shipping address updates, size/color changes, or item additions/removals) or cancel your order entirely, please contact us within 24 hours of placing your order. Once your order has entered our fulfillment and processing workflow (within our 1-3 business day processing window), we cannot guarantee modifications or cancellations, as our team works to ship your order as quickly as possible.

Shipping & Delivery Support


We provide full support for all shipping and delivery inquiries, aligned with our Shipping Policy:

  • We can confirm your order’s fulfillment status, provide tracking number details, and assist with tracking link issues.
  • For delayed shipments beyond our estimated 6-12 business day delivery timeframe, we will work with our logistics partners to investigate the status of your package and provide timely updates.
  • For packages marked as delivered but not received, or lost in transit, we will guide you through the claims process and work to resolve the issue with a replacement or refund, in line with our policies.

Payment & Billing Inquiries


Our team can assist with payment-related questions, including payment confirmation, failed payment troubleshooting, and billing discrepancy reviews. All transactions and refunds are processed in United States Dollars (USD), per our store policies, and we can provide clarification on any charges related to your order.

5. Returns & Refunds Support


We provide end-to-end support for returns and refunds, in full alignment with our 60-Day Return Refund Policy. Our customer service team will:

  • Guide you through the return request process, confirm your item’s return eligibility, and provide all required return instructions and pre-authorization details.
  • Provide updates on the status of your returned package once it is in transit back to our facility.
  • Confirm the receipt and inspection of your returned items, and provide updates on your refund status.
  • Clarify any questions about our refund processing timeframe (5-10 business days after inspection approval), refund currency, and payment method credits.

Please note that we cannot accept or process returned items that are sent to us without prior return authorization from our customer service team.

6. Product Issue Resolution


If you receive an item that is damaged, defective, incorrect, or missing from your order, please contact our customer service team within 14 calendar days of the delivery date. To help us resolve your issue quickly, please include:

  • Your order number
  • Clear photos of the product issue, shipping packaging, and any related labels or tags
  • A detailed description of the problem

For issues caused by our error (including shipping the wrong item, size, or color, or sending damaged/defective products), we will take full responsibility. We will arrange for a complimentary return shipping label (if required), and offer you the option of a full refund or a replacement product shipped to you at no additional cost.

7. Complaint Escalation Process


We are committed to resolving your concerns to your satisfaction on the first contact. If you are not satisfied with the initial resolution provided by our customer service representative, you may request to have your case escalated to our Customer Service Management team.

  • To escalate your case, please reply to your existing support email thread and clearly state that you wish to escalate your concern to a supervisor, along with the reason you are dissatisfied with the initial resolution.
  • Escalated cases will be reviewed by our management team, and we will provide a formal, final resolution response within 3 business days of your escalation request.

8. Privacy & Service Standards


All information you share with our customer service team is protected in accordance with our Privacy Policy. We will only use your personal information to resolve your inquiry, process your request, and improve our customer service experience.

We are committed to providing respectful, inclusive, and non-discriminatory service to all customers, regardless of your location, background, or the nature of your inquiry. Our team will not engage in disrespectful, unprofessional, or discriminatory communication, and we ask that you treat our team with the same respect.

9. Policy Updates


We reserve the right to update, modify, or amend this Customer Service Policy at any time, at our sole discretion. Any changes will be posted on this page, with an updated effective date. We encourage you to review this policy periodically to stay informed about our service terms and commitments.

Thank you for choosing SOREL. We are here to support you every step of the way, before, during, and after your purchase.