Refund policy

Returns

At Sotto, we want to ensure you're happy with your purchase. If it's not quite right for you, you have 30 days from the date of delivery to request a return.

To be eligible, your item must be unused and in its original condition and packaging, with proof of purchase.

To begin a return, simply reach out to us at support@shopsotto.com, and we'll guide you through the next steps. Please note that items returned without prior approval won't be accepted.

If you're returning your item for any reason other than damage, defect, or receiving the wrong item, return shipping costs will be your responsibility. If the issue is on our end, we'd be happy to cover the cost of return shipping.

Have a question about your return? We're always happy to help at support@shopsotto.com.

Delivery, Unclaimed Parcels & Incorrect Addresses

Customers are responsible for providing a complete and accurate delivery address and for collecting or accepting their parcel when required by the local carrier.

If a parcel is awaiting collection or requires action from the recipient, we recommend contacting the local carrier as soon as possible.

Parcels that are returned to sender due to non-collection, refusal of delivery, or an incorrect or incomplete address provided at checkout are not considered lost parcels.

If an unclaimed or undeliverable parcel is returned to us, please contact us at support@shopsotto.com. Where a refund or reshipment is available, shipping, return-to-sender, and reshipment costs may be the customer's responsibility.

We are unable to provide a refund for parcels that are discarded or otherwise unrecoverable by the carrier as a result of the recipient's failure to collect or accept delivery, provided the order was shipped to the address supplied at checkout.

Damages and Issues

We take great care in how your item is packaged, but if it arrives damaged, defective, or isn't what you ordered, please let us know right away so we can make it right.

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.

European Union 14-Day Cooling Off Period

If you're shopping from within the European Union, you're entitled to cancel or return your order within 14 days of delivery, for any reason and without justification, subject to applicable consumer law.

The same condition guidelines apply: your item must be unused and in its original condition and packaging, with proof of purchase provided.

Refunds

Once we've received and reviewed your return, we'll let you know whether it's been approved. Approved refunds are issued automatically to your original payment method within 10 business days.

Please allow additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since approval and you still haven't received it, reach out to us at support@shopsotto.com and we'll sort it out promptly.