The item I want is sold out. Is it coming back?
All of our pieces are 100% handmade which means that some of our items are only available in small quantities and may, therefore, be sold out. Please note that the majority of our pieces are limited edition.
What does it mean if an item is available for Preorder?
We love listening to your feedback and sometimes have our most coveted pieces on Preoder. Our Preorder items will ship by the date shown in the product description. Please note that your card will be charged fully when a preorder is placed. This is the only way we can allocate the item to you.
What if I need to change or cancel my order?
Ohhh no! Need to modify or cancel an order? Feel free to email Customer Service at firstname.lastname@example.org and one of our representatives will do their best to accomodate your change.
What's your return policy?
We hope that you are happy with your purchase, but if for some reason you change your mind we accept returns of unworn items in their original condition (unworn, unaltered, unwashed and with their tags attached) within 15 days of the delivery date. Please visit our refund policy for more information.
Note: *ALL sale or promo code items are FINAL sale*
I received my item but it's different from the image on the website?
All of our pieces are handmade, sometimes the same design is handmade by different artisans meaning no two pieces are exactly alike. The small imperfection you see in the designs are part of the natural handmade process.
Note: *Our pieces might vary 1-2cm from the size description. If you believe you receive a faulty item, please feel free to reach us at email@example.com*
Do you ship internationally?
YES! We are adventurous at heart and believe everyone deserves the chance to purchase a SORAYA HENNESSY bag. We offer international shipping via UPS, USPS or DHL.
Note: *Duties and taxes may apply*
Where are you based?
We are based in Los Angeles, California. All of our pieces are made in South America.
Do you offer free shipping?
YES! We offer free shipping on all U.S. orders over $150. All orders ship via USPS Monday through Friday, excluding holidays. All orders, including 2nd Day and Next Day, placed Monday through Friday after 1pm EST will be processed the following business day. All orders placed Saturday or Sunday will be processed on Monday. Please allow 1-3 business days for domestic orders to ship.
Once your order is authorized, you will receive a confirmation email. Once your order is dispatched, you will receive shipping confirmation and tracking details. We are not able to ship to P.O. box addresses and cannot change shipping addresses once an order is submitted.
Note: *Delivery times are estimates and are not guaranteed by SORAYA HENNESSY in the event of forces of nature or other uncontrollable events.*
What is your refund policy? (when applicable)
Once your return is received we will send you an email to notify you. We will also notify you of the approval of your refund after finalizing our inspection based on the condition of the return.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow up to 10 business days (may vary depending on your bank) for the refund to reflect on your account.
Please note, shipping and handling charges are not refundable.