FAQS
SIZING GUIDE
As always, sizing is subject to fabric, style and material. If you are not 100% satisfied with the fit of your garment, let us know and we can assist you.
If you have specific sizing constraints, be sure to email bel@sorrentinostudios.com to discuss sizing and fit prior to ordering.
REPAIRS
To ensure the longevity of your beautiful Sorrentino piece we offer a repair service, because we believe clothing should last a lifetime, and we want you to enjoy your collected piece for as long as possible.
Please email to book a repair:
bel@sorrentinostudios.com
We understand that accidents happen and can be stressful, so repairs include the replacement of zippers & buttons. This does not include stains or spills; Please send these to your preferred dry cleaner. If you do not have a dry cleaner please let us know and we can recommend one.
This service is charged depending on complexity of the repair, and we do ask that you cover the one-way cost of postage to our Melbourne studio, however we will handle the postage cost of returning your newly repaired piece back to you.
CARE
To ensure your beloved piece has a long life, we advise you to follow the instructions on your care label:
COTTON, LINEN, BAMBOO & HEMP:
Gentle cool hand wash separately or gentle dry clean
Do not bleach
Do not wring
Do not tumble dry
Drip dry in shade
VISCOSE, RAYON, & POLYESTER
Gentle cool hand wash separately or gentle dry clean
Do not bleach
Do not wring
Do not tumble dry
Drip dry in shade
Cool iron (these fibres can be sensitive to heat)
Never put an iron directly onto velvet. Steam only.
SILK & WOOL
Dry Clean
COATS & JACKETS
Dry Clean ONLY
Instructions vary between garments depending on design, please ensure you check the care label on each garment before washing. Care labels are found on the left-hand side seam.
Sorrentino does not accept the responsibility of replacing damaged garments when care instructions have not been followed.
SHIPPING
We ship Australia wide and Internationally using Sendle or private courier.
Orders are posted between 1 day after the production of your garment. Current production time 2-7 business days. Once your order is sewn, packed and posted, you will receive a notification email.
DOMESTIC
Standard Shipping:
Estimated Delivery Time: 3-5 business days
Delivery Cost: $15 AUD
Express Shipping:
Estimated delivery time: 1-2 business days.
Delivery Cost: $25 AUD
Free shipping over $350 AUD
INTERNATIONAL
International orders arrive within 2 weeks after shipping notification is received.
New Zealand Shipping:
Estimated delivery time: New Zealand 10-20 business days.Delivery Cost: $25 AUD
Free shipping over $500 AUD
Standard International Shipping:
Estimated Delivery Time: 21-28 business days
Delivery Cost: $45 AUD
Free shipping over $500 AUD
Sorrentino Studios is not liable for import duties on international orders.
ORDER TRACKING
Once your order has been shipped, you will receive email confirmation of your shipping details and tracking number.
DELIVERIES
Sorrentino does not accept any responsibility for loss or damage to goods from deliveries.
INSURANCE
If you would like to add shipping insurance onto your parcel, please email
bel@sorrentinostudios.com to get a quote.
LOST OR MISSING PARCELS
Sorrentino is not responsible for parcels that go missing in the post, and will not replace items that go missing as this is the responsibility of the postal service.
If an incorrect delivery address is provided at checkout, Sorrentino is not responsible for locating the parcel. Sorrentino will not replace items sent to the wrong address if it was entered incorrectly at checkout.
RETURNS
Our team is committed to ensuring you are 100% satisfied with your piece, and that it will last you a lifetime. Don’t be afraid to ask us about alterations! If you are unhappy with your garment, please reach out to our team and we will see if there are any alterations we can make.
If you need to return your garment for an exchange or refund, we ask that you contact us within 7 days of receiving your item. Unfortunately we cannot offer an exchange or return after 7 days of receiving the item. Please email: bel@sorrentinostudios.com to organise a return.
No returns on altered or customised pieces.
DETAILS FOR RETURN
To receive an exchange or refund the item(s) must be unworn, in original condition and original packaging.
Return shipping to our studio is your responsibility however we will cover shipping back to you. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Returns & exchanges are not accepted on altered or custom-made items. All sales are final on custom-made and altered items once the job has been accepted.
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.
Please remember your items are carefully handcrafted to order so if you are exchanging for a different size or different piece, production times do apply.
PRIVACY POLICY
Sorrentino Studios is committed to providing quality services to you. This document outlines our policies regarding the collection, use and disclosure of personal information we receive from users of our site.
We use your personal information to improve the site. By using the site you agree to the collection and use of information in accordance with this policy.
While using our website, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you.
Personal information may include, but is not limited to your name, email address, telephone numbers, gender, age and personal references.
We collect information submitted by you to this website when you subscribe or contact us. The provision of personal information and data by you is voluntary. If you do not wish for your information to be used for the reasons mentioned below, please do not provide us the information.
We receive and store certain types of information whenever you interact with us. For example, when you visit our site, our service attaches a small file called a “cookie” to your computer’s hard drive. This enables us to analyse usage patterns in order to tailor it to your preferences. Most web browsers are set to accept cookies however you can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. Although, if you do not accept cookies, you may be unable to engage with some parts of our site. Cookies do not personally identify users but rather a user’s browser. We do not store any information within cookies.
The security of your personal information is paramount to us and we will treat such information with care and recognise the need for appropriate protection. Sorrentino Studios will not sell, rent other otherwise disclose personal information for any purpose without consent from the user, unless permitted or required by law.
We reserve the right to change and update this Privacy Policy at any time. We advise that you check this policy periodically. We will post the most current version on our website and notify you.