Frequently Asked Questions
How can I contact Sorvo?
You can contact Sorvo by email at sorvo.store@outlook.com.
Do you ship worldwide?
No, we do not ship worldwide.
We currently ship to:
- All countries in the European Union
- The United Kingdom, Norway, Switzerland, Liechtenstein and Monaco
- The United States and Canada
- Australia and New Zealand
If your country does not appear at checkout, we do not ship there at this time.
Where do you ship from?
We work with multiple trusted suppliers and fulfillment partners, so orders may ship from different warehouses depending on the product and destination.
Because of this, items in the same order may arrive in separate packages with different tracking numbers.
Can I change or cancel my order?
Orders are processed quickly, so changes or cancellations are not guaranteed.
If you need to change or cancel your order, contact us immediately at sorvo.store@outlook.com. Once an order has been accepted, processed, or shipped, we may no longer be able to modify or cancel it.
What payment methods do you accept?
We accept major credit and debit cards and any other payment methods shown at checkout. All charges must be made with valid payment details, and you agree to keep your payment information accurate and up to date.
When will my order be processed?
All orders are processed within 1–3 business days after payment is received.
Orders placed on weekends or public holidays are processed on the next business day. You will receive a confirmation email once your order has been prepared for shipment.
How long will it take to receive my order?
Estimated delivery times after processing are:
- European Union: 7–20 business days
- United Kingdom, Norway, Switzerland, Liechtenstein and Monaco: 8–20 business days
- United States and Canada: 8–20 business days
- Australia and New Zealand: 8–20 business days
These are estimates only. Delays may occur due to customs, carrier delays, high seasonal volume or other logistical issues.
What if I don't receive my order?
If your order appears significantly delayed or you believe it is lost, please contact us at sorvo.store@outlook.com.
We will investigate the issue with the carrier or supplier. If the package is confirmed lost, we will offer either a free replacement or a full refund.
Will I be charged with customs and taxes?
Possibly, depending on your country.
- Product prices on our website generally do not include customs duties, import taxes or additional local charges.
- For shipments outside the European Union, customs or import fees may apply and are determined by your local customs authority. Any such additional charges are the responsibility of the customer.
How do I return an item?
We have a 30-day return policy. You have 30 days after receiving your item to request a return.
To request a return:
- Email us at sorvo.store@outlook.com.
- Include your order details, reason for the return, and clear pictures of the item(s).
- If your return is accepted, we will send you instructions on how and where to send your package.
Items sent back without prior approval will not be accepted.
Returned items must be unused, unworn, with tags, in their original packaging, and you must include the receipt or proof of purchase.
Please note that some items are non-returnable, such as:
- Perishable goods
- Custom or personalized products
- Personal care items
- Hazardous materials, flammable liquids or gases
Sale items and gift cards cannot be returned.
If your order is shipped into the European Union, you also have a 14-day cooling-off period to cancel or return your order for any reason, under the same condition requirements.
What if the item(s) I received are defective/incorrect/damaged?
Please inspect your order as soon as you receive it.
If an item is defective, damaged, or you received the wrong item, contact us immediately at sorvo.store@outlook.com with your order details and photos of the issue.
We will review the case, and if the issue is confirmed, we will work with you to repair, replace, or refund the item in line with our Refund Policy.
When will I receive my refund?
Once we receive and inspect your returned item, we will notify you whether your refund is approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or card provider may take additional time to post the refund.
If more than 15 business days have passed since we approved your refund and you still have not received it, please contact us at sorvo.store@outlook.com.