Shipping & Returns

Shipping

Orders placed in the Netherlands require 1-3 working days (not including weekends and holidays) to be processed. During promotions and holidays this may take longer.

Orders that have been placed cannot be changed or cancelled. 

Once you have received the products, they may not be returned as they are hygiene products. An exception to this are our lashes. Provided they are unused and in an unopened package with the seal still intact, they can be returned. For more information on our returns policy, please visit our Return policy page.

Customers are responsible for providing correct data for billing and delivery addresses. 

International Orders

International orders take 2-5 working days (excluding weekends and holidays) to be processed.

All international orders are shipped by PostNL and delivered by the delivery service of the destination country. Queen Tarzi is not responsible for delays caused by weather conditions, abuse by the delivery service, addresses where delivery is not possible or incorrect contact details for shipments. If you suspect that your package is lost or damaged, please contact service@soraella.com within 15 days of the last scanned date.

Return policy

Of course we hope that you are satisfied with your purchase, but should this not be the case, you have 14 days from the delivery date to return your product(s). This only applies to the lashes, as our cosmetics items are hygiene products. The lashes must be returned in their unopened packaging with the seal intact.

We will only issue a refund if your return meets the following conditions:

• Order must be placed on www.soraella.com
• Products must be unused, unopened and in their original packaging
• Products returned must contain the correct order number
• There should be no user marks on the product
• Gift sets and bundles must be returned in their entirety in the original, unopened packaging

Step 1: Returns must be notified via email: service@soraella.com. Please put "Return notification [order number]" in the subject field. Please note that it can take 1-3 working days (longer during holidays) for your return to be approved. If your return is accepted, you will receive instructions by e-mail. The return costs are always the responsibility of the customer.

Soraella reserves the right to refuse returns(even after receipt). In this case you will receive an email explaining the refusal.