How do I know if my order has been shipped?
We will send you a 'dispatch confirmation' email as soon as your parcel has been collected. This email will also contain your tracking number.

Will I be charged additional taxes or duty?
Customers outside of Europe and the United States are responsible for all import duties and tax charges that may be applied by their local customs office on delivery to their country. Any import duty or tax charges are out of our control and will be invoiced to you by carrier directly. If you are concerned about these charges, we recommend you contact your local customs authority prior to purchasing, in order to calculate the final landed price inclusive of all taxes.

Is my parcel insured?
SØRENSEN insures all parcels during the time they are in transit until they are delivered to you. We require a signature for any goods delivered, at which point responsibility for the parcel passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package. Please note, customers are responsible for insuring any return parcels to SØRENSEN. (does DHL automatically insure packages?)

Can I change my delivery address?
Provided the item has not been collected by our courier, we will do our best to update your preferred address, but we cannot guarantee. Please contact us as soon as possible at post@studiosorensen.com. Once the item is shipped, unfortunately, we are unable to change the delivery address.

Can I have my order delivered to an address different to my billing address?

Yes, you can select a separate delivery address from your billing address at the checkout. If you are shopping with us for the first time, we reserve the right to ship your first order to your billing address (rather than an alternative shipping address).

Is it possible to ship to a PO Box /
Unfortunately we are unable to deliver to PO Boxes.

Do I have to pay for my return /
Yes, customers are responsible for the cost of shipping returns back to us. We offer refunds but regret we are unable to refund postage charges for the dispatch or return of items.

Where do I find my order number /

Your order number can be found in the subject line of both your 'Order Confirmation' and 'Shipping Confirmation' emails. If you have created an account with us, you can view your full order history in your account area.

When will I receive my refund /
Our warehouse aims to process all returns within 3-5 working days of receiving them. We will send you a 'Refund Notification' email to confirm that we have refunded your original form of payment. Please note: that refunds can take up to 10 days to credit on your account statement, depending on your card issuer, which is beyond our control.

How long will it take to send out my exchange items /
Our warehouse aims to process all returns within 3-5 working days of receiving them, although it can take longer during busy periods such as holidays and sale.

Will I be charged tax or duty on my replacement item /
We mark all replacement shipments as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis taxes would have been paid on the original order. In the unlikely event the your local authorities request taxes on the replacement item, we recommend that you dispute these charges with them directly.

How do I know if my order has been shipped?
We will send you a 'dispatch confirmation' email as soon as your parcel has been collected. This email will also contain your tracking number.

Will I be charged additional taxes or duty?
Customers outside of Europe and the United States are responsible for all import duties and tax charges that may be applied by their local customs office on delivery to their country. Any import duty or tax charges are out of our control and will be invoiced to you by carrier directly. If you are concerned about these charges, we recommend you contact your local customs authority prior to purchasing, in order to calculate the final landed price inclusive of all taxes.

Is my parcel insured?
SØRENSEN insures all parcels during the time they are in transit until they are delivered to you. We require a signature for any goods delivered, at which point responsibility for the parcel passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package. Please note, customers are responsible for insuring any return parcels to SØRENSEN.

Can I change my delivery address?
Provided the item has not been collected by our courier, we will do our best to update your preferred address, but we cannot guarantee. Please contact us as soon as possible at post@studiosorensen.com. Once the item is shipped, unfortunately, we are unable to change the delivery address.

Can I have my order delivered to an address different to my billing address?

Yes, you can select a separate delivery address from your billing address at the checkout. If you are shopping with us for the first time, we reserve the right to ship your first order to your billing address (rather than an alternative shipping address).

Is it possible to ship to a PO Box /
Unfortunately we are unable to deliver to PO Boxes.

Do I have to pay for my return /
Yes, customers are responsible for the cost of shipping returns back to us. We offer refunds but regret we are unable to refund postage charges for the dispatch or return of items.

Where do I find my order number /

Your order number can be found in the subject line of both your 'Order Confirmation' and 'Shipping Confirmation' emails. If you have created an account with us, you can view your full order history in your account area.

When will I receive my refund /
Our warehouse aims to process all returns within 3-5 working days of receiving them. We will send you a 'Refund Notification' email to confirm that we have refunded your original form of payment. Please note: that refunds can take up to 10 days to credit on your account statement, depending on your card issuer, which is beyond our control.

How long will it take to send out my exchange items /
Our warehouse aims to process all returns within 3-5 working days of receiving them, although it can take longer during busy periods such as holidays and sale.

Will I be charged tax or duty on my replacement item /
We mark all replacement shipments as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis taxes would have been paid on the original order. In the unlikely event the your local authorities request taxes on the replacement item, we recommend that you dispute these charges with them directly.

If we've not answered your question above, please email post@studiosorensen.com and we'll be happy to help further.
Our office hours are 8am – 5pm (GMT) Monday - Friday. We aim to still reply to your enquiries quickly outside of these hours.