Returns, Refunds & Cancellation Policy
Somarelle Returns, Refunds & Cancellation Policy
Somarelle ships worldwide from our fulfilment centre in Dubai, United Arab Emirates. This policy applies to all orders, in every country we deliver to.
Every order is prepared with care, quality control, and attention to detail. Because our pieces include built-in support, contouring structure, and hygiene-sensitive features, all returns and exchanges must follow the conditions below.
Please review your order carefully — including size, colour, style, and delivery details — before completing your purchase.
Good to know: If you change your mind, Somarelle offers store credit or an exchange. If your item arrives faulty, damaged, or incorrect, you are entitled to a full refund to your original payment method, a replacement, or an exchange — whichever you prefer.
Where We Ship & Which Terms Apply
Somarelle delivers to customers across the Middle East, Europe, the United Kingdom, North America, Australia, Asia, and beyond. Return windows differ by destination:
- United Arab Emirates — returns requested within 7 days of delivery
- All international destinations — returns requested within 14 days of delivery
International destinations include, without limitation: the GCC (Saudi Arabia, Kuwait, Oman, Bahrain, Qatar), the European Union, the United Kingdom, the United States, Canada, Australia, New Zealand, Egypt, Jordan, Lebanon, Türkiye, Georgia, Israel, and all other countries we deliver to.
Everything else in this policy — return conditions, remedies, shipping costs, and statutory rights — applies equally to every destination unless expressly stated otherwise.
Our Returns Promise
We want every customer, everywhere we ship, to feel confident ordering. Here is exactly what you can expect, wherever you are in the world.
If you change your mind (the item doesn't suit, doesn't fit, or you no longer want it):
- Somarelle store credit, valid for 12 months from the date of issue, or
- An exchange for a different size, colour, or style, subject to availability.
- Return shipping and any exchange re-delivery costs are arranged and paid by the customer.
- Change-of-mind returns are not refunded to the original payment method, except where required by applicable law (see Your Statutory Rights below).
If your item is faulty, damaged, or incorrect:
- A full refund to your original payment method, a replacement, or an exchange — your choice.
- Somarelle covers all return shipping costs, from any country.
Store credit and exchanges are issued once your returned item has been received at our facility and has passed inspection.
Sale, Discounted & Promotional Items
Sale, discounted, launch offer, and promotional items are covered by this policy on exactly the same terms as full-price items, in every country. Being on sale does not reduce your rights, and it does not extend them.
Final Sale & Clearance Items
Items marked "Final Sale" or "Clearance" on the product page at the time of purchase cannot be returned or exchanged for change of mind. No store credit or exchange is issued for these items.
Final Sale status is displayed on the product page and at checkout before payment is taken. If it is not clearly marked before you pay, the item is not Final Sale and our standard change-of-mind terms apply.
Disclosed Faults
Where an item is discounted because of a specific disclosed fault — for example a marked seam, a small pull, or a noted imperfection described on the product page — that particular fault is not grounds for a return, as it was disclosed and reflected in the price. Any undisclosed fault remains fully covered under Faulty, Damaged, or Incorrect Items below.
Limits on the above
Final Sale and disclosed-fault terms apply to change-of-mind returns only. They do not affect:
- Your right to a remedy if the item arrives faulty, damaged, or not as described
- The statutory cancellation rights of customers in the European Union and United Kingdom
No Somarelle item is ever excluded from those protections, in any country, regardless of how it was priced or labelled.
Return Conditions
These conditions apply to all returns, from every destination. To be eligible for store credit, an exchange, or a refund, items must be:
- Unused, unworn, and unwashed
- In original condition
- Returned with original tags and packaging fully attached
- Free from perfume, makeup stains, deodorant marks, damage, odour, or any signs of wear
- Returned with hygiene stickers, protective seals, and any original protective packaging fully intact
All returns must be approved by Somarelle before anything is sent back. Because our returns are received in the United Arab Emirates, we will confirm the correct return address and shipping method for your country when your request is approved. Returns sent without prior approval, sent to an unconfirmed address, or sent outside the applicable return window may not be accepted.
Return, Exchange & Shipping Costs
Return shipping is arranged and paid by the customer, from any country, unless the item is confirmed to be faulty, damaged, or incorrect, or unless covering such cost is required by applicable law.
Exchange re-delivery is also paid by the customer. Where Somarelle arranges collection or re-delivery on your behalf, the applicable courier cost will be quoted to you in advance and deducted from your store credit or invoiced separately.
Within the United Arab Emirates, return pickup and exchange re-delivery are charged at AED 25 per pickup.
For international returns, shipping costs vary by destination and parcel weight. Where you ask us to arrange collection, we will quote the exact cost before booking so you can decide whether to proceed or arrange your own carrier.
Original shipping fees (where charged), express shipping fees, cash on delivery fees, remote area charges, address correction fees, re-delivery fees, storage fees, customs charges, import duties, clearance fees, return courier charges, refused delivery charges, and return-to-origin fees are non-refundable and non-creditable unless the item is faulty, damaged, or incorrect, or unless required by applicable law.
We recommend using a tracked and insured return service, as Somarelle cannot be responsible for returns lost in transit before they reach us.
Customs, Duties & Import Charges
International orders may be subject to customs duties, import taxes, or clearance fees levied by the destination country. These are set by your local authorities, are outside Somarelle's control, and are the responsibility of the customer unless stated otherwise at checkout.
Where an order is refused at delivery, unclaimed, or returned to origin because import charges were not paid, any resulting shipping, clearance, storage, and return-to-origin costs are the responsibility of the customer and may be deducted from any store credit or refund issued.
Duties and taxes already paid on an outbound order are not refundable by Somarelle. You may be able to reclaim them directly from your local customs authority.
Order Cancellation Policy
Once an order has been placed and payment has been successfully processed, cancellation, modification, or changes are not guaranteed.
This includes changes to:
- Size
- Colour
- Product selection
- Shipping address
- Contact details
- Payment method
- Customs or identification details
Due to our limited stock model, order preparation process, and fast international fulfilment timelines, Somarelle may be unable to cancel or amend orders after checkout.
Once an order has been processed, packed, dispatched, handed over to the courier, or is already in transit, it can no longer be cancelled as a standard cancellation request. In this case, you may instead return the item once it arrives, following the return conditions above.
If a customer refuses delivery, requests cancellation after dispatch, provides incorrect details, fails to provide required customs information, or fails to receive the order, all related shipping, courier, return-to-origin, customs, clearance, handling, storage, and re-delivery charges are the responsibility of the customer and may be deducted from any store credit or refund issued, except where the customer is exercising a statutory right of cancellation or return under the applicable law of their country.
Your Statutory Rights
Nothing in this policy limits or excludes any right you have under the consumer law of your country. Where the law of your country grants you a right that goes beyond this policy, that right applies.
European Union & United Kingdom. If you are a consumer in the EU or UK, you have a statutory right to cancel your order within 14 days of receiving it, for any reason, and to receive a refund to your original payment method. Where this right applies, your refund will include the standard delivery cost originally paid (if any), in line with applicable law. Return shipping for a change-of-mind cancellation remains your responsibility.
All countries. Where goods are faulty, damaged, not as described, or not fit for purpose, you are entitled to a remedy under the consumer law of your country. Somarelle honours these rights in full, regardless of destination and regardless of whether the item was purchased at full price or on sale.
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or incorrect, please contact us with your order number and clear photos as soon as possible, and within 48 hours of delivery where you are able to. Contacting us later does not remove any remedy you are entitled to under the consumer law of your country.
For confirmed faulty, damaged, or incorrect items, Somarelle will cover return shipping from any country and provide a full refund to your original payment method, a replacement, or an exchange — whichever you prefer, in line with your rights under applicable law.
Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned once the hygiene seal or protective sticker has been removed, unless the item is faulty or incorrect. This includes intimate items and bodysuits.
Items returned worn, washed, damaged, altered, marked, or without original tags, seals, and packaging may be refused, and may be returned to the customer at the customer's expense.
Store Credit Terms
- Store credit is issued in the currency of your original order.
- Store credit is valid for 12 months from the date of issue.
- Store credit may be used across multiple orders until the balance is exhausted.
- Store credit may be redeemed on any Somarelle order shipping to any country we deliver to.
- Store credit is non-transferable and cannot be exchanged for cash, except where required by applicable law.
Refund Processing & Currency
Approved refunds may be issued in the currency of your original order or currency used by the store. Where your bank or payment provider converts that amount into your local currency, the exchange rate and any conversion fees are set by them, not by Somarelle, and the amount you receive may differ slightly from the amount refunded.
Refunds are processed once the returned item has been received and has passed inspection. The time for the refund to reach your account depends on your bank, card issuer, or payment provider.
How to Request a Return or Exchange
To start a return or exchange, please contact Somarelle within the return window for your destination, with your order number and reason for return:
- Email: support@somarelle.online
Please wait for approval and return instructions before sending any item back. We will confirm the correct return address and method for your country.
Policy Updates
Somarelle reserves the right to update this Returns, Refunds & Cancellation Policy, including return windows, remedy types, eligibility conditions, and regional terms, at any time.
Somarelle — Elegance in Every Curve