You have 30 days from the delivery date to request a return. For shipments within the European Union, the statutory 14-day right of withdrawal also applies. For shipments outside the EU this statutory right does not apply, but we offer the same 30-day return period.
To be eligible for a return:
Contact us at support@sorenwatches.com to request a return. After approval, you will receive a return label by email. For returns within the EU this label is free. For returns from outside the EU the return costs are paid by the customer, see section 8. Ship the package and share the tracking number with us. Returns without prior approval will not be accepted.
Returns are processed within 15 business days of arrival at our warehouse. During busy periods this may take slightly longer. Responsibility for the item remains with you until the return package has been received by us. Please ensure proper packaging and keep your proof of shipment and tracking number.
Inspect your order upon delivery. Report any defective, damaged or incorrectly delivered items immediately so we can resolve the issue.
Manual exchanges are no longer processed. Would you like to exchange an item, for example for a different model or colour? Follow the return procedure. After inspection you will receive store credit, which you can use to place a new order immediately.
Please contact us if you refuse or fail to collect an order so we can start the refund process. Uncollected packages may be subject to a 10 euro handling fee, which will be deducted from the refund or store credit. Would you like the package to be resent? Please pay the 10 euro handling fee in advance via a secure payment link.
For orders outside the EU the following also applies: refusing a package or failing to pay import VAT, customs duties or clearance fees does not entitle you to a full refund. If the package is returned to us for this reason, we will deduct the costs incurred (outbound shipping, return shipping and any re-import charges) from the refund. If the package is not returned to us, the loss is the responsibility of the customer and no refund will be issued.
Returns within the EU are free. After your return request is approved, you will receive a free return label by email. For returns from outside the EU, the return shipping costs are paid by the customer. Any import VAT, customs duties or charges you paid on delivery in your own country cannot be refunded by us. You must reclaim these from the customs authority in your own country.
Orders placed before 12:00 CET are shipped the same day. Orders placed after 12:00 CET are shipped the next business day.
Delivery times:
Free shipping on all orders. Free shipping covers transport only. Import VAT, customs duties and clearance fees on delivery outside the EU are separate and are paid by the customer, see section 11.
Packages are insured against loss and damage up to the value specified by the carrier. In the event of damage or loss during shipping, a refund or replacement will be processed following an investigation by the carrier.
Prices on the website include 21% Dutch VAT. This price applies to all orders, including those outside the EU. Orders delivered outside the EU, including the United Kingdom, the United States, Norway and Switzerland, may be charged import VAT, customs duties and clearance fees on arrival. These charges are the responsibility of the customer, are separate from the watch price and are outside our control. We cannot collect or refund these charges.
Once your return has been received and approved, you will receive an email confirmation. Refunds are issued within 10 business days to the original payment method. Depending on your bank or credit card provider, this may take additional time.
Orders can only be cancelled if they have not yet been shipped. Please contact support@sorenwatches.com as soon as possible. Entered an incorrect address? If the order has already been shipped based on an incorrect or incomplete address provided by the customer, responsibility lies entirely with the customer. In this case:
For questions about returns, exchanges or shipping, please contact support@sorenwatches.com Does your product meet the return conditions? Download the return form below, fill it in, and send it to support@sorenwatches.com.
