Refund Policy

Sora Return & Exchange Policy

At Sora, we want you to love every bag you receive. That’s why we’ve made our exchange process simple, flexible, and hassle-free.

1. Free Exchanges

• You can exchange your bag up to two times within 14 days of receiving your original order.
• Both exchanges are completely free of charge. Sora covers the shipping costs.
• Bags must be unused, in their original condition, and returned with their original packaging and accessories.
• Exchanges are subject to product availability.
• The 14-day period begins on the original delivery date and does not restart after an exchange.

2. Open Your Package Upon Delivery

We want you to feel confident about your purchase.

• You are welcome to open and inspect your package while the courier is present.
• If you decide not to accept the bag, you may refuse the delivery.
• In this case, you will only be responsible for the delivery shipping fee, where applicable.
• Please inspect the bag without using it or removing any attached tags.

3. Returns & Refunds

Our preferred resolution is always an exchange, and we offer two complimentary exchanges to make finding your perfect bag easier.

For eligible items, returns and refunds remain available in accordance with applicable consumer rights and regulations.

All return requests are subject to eligibility requirements, including the condition of the product and any applicable exceptions.

4. Damaged or Faulty Products

If your bag arrives damaged, defective, or with a manufacturing fault, please contact our customer support team with your order details and photos of the issue.

After assessment, we will arrange an exchange or refund, according to your preference and applicable consumer rights.

5. How to Request an Exchange

Simply contact our customer support team with your order number and the bag you would like to exchange.

Our team will guide you through the process and arrange the exchange.

With love,
Sora Team