How can we help?

Browse our collections, add your preferred products to your basket and complete checkout using one of the available payment methods displayed on our website.

Yes, if your order has not started processing or has not yet been dispatched.

Please contact us as soon as possible through live chat or email. While we'll always try to help, changes cannot be guaranteed once packing or dispatch has begun.

If your order has not yet been dispatched, contact us immediately and we'll check whether cancellation is still possible.

If the parcel has already been dispatched, your available options will depend on our Returns & Refund Policy and your applicable UK consumer rights.

SORVANA currently ships within the United Kingdom.

We plan to expand internationally in the future, but international checkout is not currently available.

UK orders are normally dispatched using Royal Mail Tracked 48®.

Orders are normally prepared within 1–2 working days.

After dispatch, Royal Mail Tracked 48® aims to deliver within approximately 2–3 working days.

Most customers therefore receive their orders within approximately 3–5 working days from placing an order, although delivery times are estimates and may occasionally vary.

Yes. Once your order has been dispatched, we'll send your tracking details by email.

You can also track your parcel through our Order Tracking page.

Tracking updates can occasionally take time after Royal Mail receives a parcel. A temporary pause in tracking does not necessarily mean your parcel has been lost.

Delivery estimates are not guaranteed delivery dates. Weather conditions, transport disruption, seasonal demand or Royal Mail operational delays can occasionally affect delivery.

If your parcel appears significantly delayed, please contact us and we'll be happy to help.

Please first:

• check your Royal Mail tracking updates;
• look around your property;
• check any nominated Safeplace;
• ask neighbours or household members; and
• check for any delivery notifications.

If you still can't locate your parcel, contact our support team and we'll assist with the next steps.

Eligible products may be returned within 30 calendar days of delivery.

Contact our support team before returning your item. We'll provide the correct return instructions after reviewing your request.

Yes. Please don't send products back without contacting SORVANA first, as this may delay the return process.

For change-of-mind returns, customers are normally responsible for the direct return shipping cost.

If we've supplied a faulty, damaged or incorrect product, we'll arrange an appropriate solution in accordance with UK consumer law.

Once your return has been reviewed and approved, refunds are normally issued to your original payment method.

Your payment provider may require additional processing time before the refund appears in your account.

Where appropriate and stock is available, we may offer an exchange.

In many situations, returning the original item and placing a new order is the quickest solution. More information is available in our Returns & Refund Policy .

Available payment methods are displayed during checkout. Options may vary depending on your browser, device and the payment services available at the time of purchase.

Payment is authorised during checkout. Depending on your payment provider, you may briefly see a pending transaction before the payment is fully processed.

Sometimes banks temporarily display a pending authorisation alongside a completed payment. If you're unsure, contact us with your order number and we'll gladly review the transaction with you.

Payments are processed through the secure payment services available during checkout.

We never ask customers to send complete card numbers, banking passwords or security codes by email or live chat.

We make every reasonable effort to present products accurately. However, colours may appear slightly different depending on your screen, lighting and device settings.

Each product page clearly explains what is included. Lifestyle images may contain decorative props that are not included unless specifically stated.

Some products may return once stock becomes available, while others may be discontinued. Availability can change without notice.

Email: support@sorvana.store

Live Chat: Available 24 hours a day, 7 days a week.

Our usual email response target is within 24 hours.

During particularly busy periods, weekends or public holidays, some enquiries may require additional time.

Yes.

SORVANA
6 Bettespol Meadows
Redbourn
St Albans AL3 7EW
United Kingdom

This address should not be used for returns unless instructed by our support team.

We only use personal information as explained in our Privacy Policy .

Yes. Our website uses essential cookies and, where applicable, optional cookies to improve website functionality and understand how our store is used.

You can learn more in our Cookie Policy .