Returns & Refunds

If your order from Soromint has not met your expectations, we want to help you resolve it. The guidance below explains what to do for the most common situations. Because return eligibility, timeframes, and outcomes depend on the specific circumstances of your order, please contact our support team to confirm the applicable terms before sending anything back.

Getting Started

Reach us at agaiby@soromint.shop with your order number and a description of the issue. Our team will review your case and provide instructions, including whether a return is authorised, where to send the item, and who bears the shipping cost for that specific situation.

You Received the Wrong Item

If the product delivered does not match what you ordered, contact us as soon as possible with your order number and a photo of the item received. Our team will confirm the error and advise on the next steps, including whether a replacement, refund, or return is appropriate. You should not need to pay return shipping when the store is responsible for the error, but the exact resolution will be confirmed by support.

Change of Mind

If you wish to return an item because you changed your mind, contact us with your order number. Support will confirm whether your item qualifies for a return, the applicable timeframe from the date of delivery, and any conditions the item must meet (such as being unused, in original packaging, with tags intact). Return shipping costs and refund processing will be explained at that stage.

Package Lost in Transit

If your tracking shows the package as delivered but you have not received it, or tracking has not updated within the expected shipping window of 7–12 business days, contact us with your order number. We will initiate an investigation with the carrier. A refund or reshipment is not issued until the investigation confirms the outcome, so please allow time for this process.

Item Arrived Damaged

If your item arrived damaged or defective, contact us promptly with your order number and clear photographs showing the damage and packaging. Support will assess the evidence and advise whether a replacement, refund, or return is the appropriate resolution. Do not discard the packaging until you receive instructions.

Exchanges

If you need a different size, colour, or variant, contact us with your order number and the desired option. Availability of the replacement item cannot be guaranteed until confirmed by our team. Exchanges are subject to stock availability and the return conditions applicable to your original item.

After Your Return Is Received

Once a returned item or supporting evidence is received, our team reviews it before issuing a refund or confirming an exchange. Order processing typically takes 1–3 business days; refund settlement to your original payment method may require additional time depending on your bank or payment provider. You will be notified of the outcome of the review.

Contact Us

Soromint
NATURALIE LTD
52 Hall Lane, London, England, NW4 4TN, United Kingdom
agaiby@soromint.shop

We typically respond within 1–2 business days.