FAQS

We deliver to any address in the UK. The cost of delivery will be shown at checkout.

If you have made an error entering your shipping address or need to make a change, please contact us as soon as possible at hello@sorbet-wellness.com. We will make every effort to ensure the correct delivery of your order.

We aim to dispatch all orders within 24-72 hours and have them arrive (for deliveries within the UK) within 2-8 business days. Because of increased e-commerce demand and COVID-19 safety precautions, some orders are taking up to 5 days to ship and up to 2 weeks to delivery, with some outliers taking longer because of postal problems.

Once an order has shipped, you will receive an email with tracking information in order to easily track your package. If you have not received a shipping confirmation email within a few days of placing your order, please check your “spam” folder.

If you believe your package is missing we will start a trace with our delivery providers and take the required follow-up steps. This process takes approximately 2-3 business days. We cannot replace packages until they have been confirmed missing.

If your package was damaged during transit, save the box and merchandise and notify us immediately at hello@sorbet-wellness.com. We will arrange a collection and inspect the damaged package and the damaged items will be replaced. We offer a one year warranty on all our products, so be sure to register your warranty within 7 days of receipt.

Currently we ship to the UK and Ireland, but don’t worry, we fully intend to go global. For international shipping options, please check our Amazon Store or contact us at hello@sorbet-wellness.com.

We want you to love, use and get results from your Sorbet Wellness products, so if you are not totally satisfied, please send an email to hello@sorbet-wellness.com within 30 days of your purchase, and we will provide a return authorization and mailing information. We will be happy to remit your account for the full amount of your purchase, minus shipping. Shipping fees are non-refundable. We cannot ensure that we will be able to properly locate and handle your return without the return authorization and the correct return address.

All items purchased directly from www.sorbet-wellness.com may be accepted for a return. If you purchased a product from one of our authorized retailers, please contact them for assistance.

If your product is unopened, we will happily exchange it for another Sorbet Wellness product of equal value.

If you would like to return a gift, please contact us at hello@sorbet-wellness.com for return instructions. Refunds may be issued in the form of site credit.

We are so sorry that you haven’t loved your Sorbet Wellness product. 

Please contact our customer service team within 30 days at hello@sorbet-wellness.com to initiate a return. 

All our items are eligible for return, unless they are edible or some skincare products. All our returned items are donated to charity. Please see our Returns Policy for more information. 

We’re sorry but yes, shipping costs are not refundable. You will be responsible for paying your own shipping costs when returning your items. We recommend that if you are shipping an item over £50 that you use a shipping service with reliable tracking or insurance. If a return item is lost in the shipment back, we cannot issue a refund.

 

We have a 30-day return policy, which means you have 30 days from the date we sent your order to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase. You must take reasonable care of the goods and immediately return them to us in the normal way. We will not consider that you have taken reasonable care of the goods if they have been used in a way, or to an extent, beyond what would be reasonable when examining the goods in a shop before purchase.

How to return an item

To start a return, you can contact us at hello@sorbet-wellness.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@sorbet-wellness.com.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Where a product is faulty, damaged or miss-described we will refund the original delivery charge and the cost of posting the goods back to us via your local postal office using first class recorded delivery only.

Sale of Goods Act 1979: If any product we supply fails due to a manufacturing defect, we will provide you with an appropriate remedy e.g. repair, replacement, or refund. Please email us at hello@sorbet-wellness.com

Returning your product

The goods are your responsibility until they reach us. You will be liable to pay the cost of returning unwanted goods back to us. For your protection we recommend you use a postal service that insures you for the value of the goods you are returning.

Our returns address is: 73 Sundew Road, Emerson’s Green, Bristol BS167NP

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Where promotional discounts are applied to orders, the discount will be applied to each item in the basket. In the event of a return, you will not be refunded the discounted proportion.

We will not refund the original shipping charges if a product is not faulty, damaged, or not as described, whether you prefer to cancel the order if the order has been returned to our facilities due to an incorrect delivery address being provided at the point of ordering, or if the order returns due to the maximum number of delivery attempts being reached/the items are held at an access point and reached the maximum time to be held.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Once your return has been accepted, we aim to refund the payment method within 5 working days. 

We’re a very small business, and as such we are a long way from perfect, but we want you to know that we have taken decisions along the way with the aim of creating a business that cares about our planet and our impact.

At the moment, for us this means:

 

• Minimising the use of single use plastic in our packaging and products 

 

• Reducing the amount of packaging we use whilst also providing feel good factor in the unboxing experience and promoting innovative ways to re-use our packaging. 

 

• Our branded packaging is all supplied by No Issue packaging which uses circular materials and carbon offset shipping. 

 

• Our products are designed to have a long life and become habits in your home. 

The ‘Soft Scoop’ weighted blanket contains one synthetic layer of polyester to ensure that the glass micro beads are evenly distributed across the blanket to ensure that you have maximum impact. However we do also stock limited quantities of a blanket which is completely free of synthetic fibres. Please contact us if you would like to purchase this item.

Our blankets and all textile products are OEKO-TEX® 100 certified. OEKO-TEX® is the international safety standard for textiles. There's a tonne that goes into their testing, but the long and short of it is that "All product components have to be harmless without exception."

Where applicable, all our other products are compliant with international safety standards and will state so. 

Yes, you can find our Sorbet Lifestyle store on Amazon and order products through them. We provide a warranty only for products purchased from our Sorbet Wellness store.
Please contact us if you are unsure about another seller on Amazon selling Sorbet Wellness products.