Frequently Asked Questions

ORDERS

• I haven’t received the order confirmation; how can I get it?

  The order confirmation is sent through email right after you order, so we recommend you to also check your spam folder. However, if you don’t receive the order confirmation in your inbox nor your spam folder, you can enter to your Account > Orders or contact our Customer Service team through our Contact Form.

• Can I change my order after it has already been placed?

  You can, but only if the order has not been sent. You just need to contact us through our Contact Form.

DELIVERY

• When can I expect my order?

  Delivery time is from 1 to 10 working days in Europe.

• Where do you ship to?

  At the moment we only ship to European countries. In the near future we hope to expand this and bring sustainable fashion to fans who are further afield!

• Can I change my delivery address?

  You can change the address any time before the parcel is shipped. It’s possible to update the address through My Account > Addresses

• Which company is responsible for the delivery?

  From our warehouse in Verdú to the destination, we ship with TNT.

• How can I track my parcel?

  You can track your parcel in the following link: https://www.tnt.com/express/en_gc/site/shipping-tools/track.html

• Do I need to pay for shipping?

  For orders over 50€, we offer free standard delivery to European countries, except the UK and Switzerland. Under that amount, delivery cost depends on the destination country, you will see that on the checkout page.

  In the case of UK and Switzerland, we offer free delivery for orders over 100€. Under that amount, there is a flat rate of 15€.

• What happens if my parcel could not be delivered?

  If your parcel was unable to be delivered, TNT company will try twice. If the delivery is not possible, please contact us to do the follow-up with the courier.

RETURNS & REFUND

• How can I return an item?

  Check our page: Returns policy.

• How many days do I have to return my package?

  You can return it within 30 days after the receipt of goods.

• What happens If I receive a damaged item?

  You can contact us via our Contact Form within 30 days after receiving it. They will inform you on how to process the return. Be aware that they will ask you for some photos of the item.

• What happens If I receive the wrong item?

  You can contact us via our Contact Form within 30 days after receiving it. They will inform you on how to process the return. Be aware that they will ask you for some photos of the item.

• Do I need to pay for the return?

  We do not cover return shipping costs unless it is a faulty item. This is because we are a small company and cannot afford to offer free return shipping at this time.

  Therefore, you may choose the carrier of your preference.

• When will I receive my refund?

  We will give you a full refund using the same method you used to pay. It can take up 5 working days.

• How long does it take for my return to be processed?

  This will depend on the carrier you choose, but normally it can take up to 10-15 business days to arrive and to be fully processed in our system.

SUSTAINABILITY & MATERIALS

• Where do the fabrics and materials come from, and what makes them sustainable?

  Our bags are made with recycled leather that has been wasted by factories (scrap and left-over leather) and dead stock materials. For us, sustainability means to respect the material using every single part so that nothing goes to the waste.

  Dead stock materials: left over leather that is no longer useful to companies and is sold off due to various reasons including overstock, not meeting aesthetic requirements, too small in quantity to make on collection or no longer in season. Traditionally, the fashion houses kept their excess material for a few seasons and later they send it to the landfills. We rescue this dead stock before it is thrown away and give it a new lease of life.

• How is the procedure of producing bags and wallets?

  Each and every piece of our collection is made with integrity and kindness by artisans, using traditional techniques, showcasing their expertise and craftsmanship.

  Designed in timeless style that will outlive the micro trends and season, every bag is unique and unrepeatable piece of art. The manufacturing process involves little to no machinery, keeping the energy consumption low.

• How does Soruka ensure that no child labour is involved in the production of our clothes?

  Our bags are manufactured in India. We work closely with small, independent artisans to help grow their business and production capabilities. The partnership with them is the best method of job creation in low-income environments and also a way to preserve generational craftsmanship. All our artisans are trained adults over 18, who receive beyond fair trade wages.

PAYMENTS

• Which payment methods can I use to pay for my order?

  – Credit/Debit Card (Visa, Mastercard and American Express) with Stripe technology.

• How does the payment procedure work?

  At the checkout page, after adding your shipping information, you can continue the payment method. There you can choose which method you’d like to pay with to complete your order.

• Are my bank details secure?

  We never keep any of your bank account details. Transactions on our website are handled by a secure payment platform so any payments you make on our site are completely secure.

• Can I use my coupon code several times?

  Our coupon codes can only be used once.

• Where can I use my voucher?

  Once you are in Cart, you will find a panel containing the text “Coupon code” under your products chosen.

• What if I paid in a different currency?

  We always refund orders to their full cost in euros. If you used a card with another currency, the amount you receive may be less or more than what you paid due to fluctuations in the exchange rate. As we cannot predict or control these changes, we do not reimburse losses. The same applies to bank conversion fees.

BAGS & WALLETS CARE

• How to take care of our bags and wallets?

  Leather naturally absorbs oils and other substances that touch it, so it’s very important to keep your hands clean when using your leather bag.

  Also, we recommend you to store your makeup in a separate pouch. It’s important not to overstuff your bag, as it can alter its shape and avoid strains on the handles. Finally, keep it dry, so avoid using it when raining or snowing, but if it gets wet, do not use a hair dryer or clothes dryer.

• How to clean our leather bags?

  If you notice that your bag has a stain or other small mark, we recommend you to treat it as soon as you possible.

  We also suggest to use a delicated leather care product if you want to clean it. Never use any cleaning product that contains alcohol, mineral oil or another product not designed for leather.

  Over time, leather can dry out and fissure. You can avoid this by moisturizing or conditioning your bag from time to time.
  Please, note that leather bags cannot be washed, ironed or put them in a dryer.