FAQS

Why do we choose Sorena Jewels?

We guarantee that all of our products are beautiful and well-made. As most of our products are handmade, please be prepared to accept some imperfections and variations in the product. All product dimensions listed are approximate.

Prices?

Our prices are in PKR (Pakistani rupees).

What is the payment method?

We accept cash on delivery | Bank transfer | EasyPaisa | JazzCash. 

In case of Wrong address?

Simply reply to your order confirmation email and confirm. Once you double-check if the address given is wrong kindly notify us via email at support@sorenajewels.com If the given address is wrong, we can change the address to the correct one within 24 hours. No refund will be given after 24 hours of incorrect submission.

What is the Delivery time at Sorena Jewels?

We will select the best carrier and method of shipping based on the size and weight of the products you order. Product minimums will be in effect on certain items.

Please allow 8-10 business days production time for your order to ship out.

1. Kindly be informed we have different production time for different articles.
2. Multiple items require more time.
3. We would notify you on either call, WhatsApp confirmation message or via Email, about the time that is required for your desired articles.
4. We mentioned the time we take under every product, kindly read the description.
5. For some articles we also take advance payment; to initiate the order, we have mentioned in the description for the articles the advance is required.

 Average delivery time is 2-3 weeks based on location. Tracking numbers will be updated the same day as your order has been dispatched. If you don’t have a tracking number after 10 business days, please email us at support@sorenajewels.com.

If you want your order sooner kindly let us know on WhatsApp or by email, and we will let you know if that is possible or not. keep in mind we will be charging 700 extra for express delivery.

The amount for urgent delivery with additional charges must be paid in advance.

Overseas shipping will take time, and for that, you may email us at support@sorenajewels.com.

What is the Return Policy?

• We offer a 100 % money-back guarantee if the product is defective or damaged.
• We give you 7 business days to send it back to us for a refund, keep in mind that we will cut 500 for the services. You must ship it back at your own expense. 
• You must contact the store before any goods are returned.
• Goods returned without prior authorization will be refused.
• Merchandise that is pre-approved to be returned must be returned in original, undamaged condition and in its original packaging and at the cost of the sender, including both shipping charges and any brokerage or duty that is applicable.
• Orders paid for by credit card will be refunded as a credit onto the original credit card used for payment. If any of this is unclear, please feel free to contact customer service prior to placing your order.

If the good is damaged?

If an item arrives damaged, you must notify us within 48 hours of receipt so we can work with you to arrange a return, replacement, refund, or credit. If there is obvious damage to the package upon delivery, please note the condition of the package on the waybill or refuse the delivery altogether. Please contact your sales rep should you ever refuse a shipment. Once goods are in your possession for more than 48 hours, we cannot accept any claims for damage.

Security and Privacy?

We are committed to respecting your privacy. We do not sell or disclose our customer information to other sources. During a sales transaction, your credit card information, if submitted, is never stored. Any information we collect from you is solely for the processing of your order. If you choose to sign up for our mailing list, on occasion we will send you targeted marketing information or special product offers. In every marketing email, you will have the option to unsubscribe and avoid receiving future emails from us.