This page is designed to create a smoother experience for both our customers and our stores, while ensuring your orders remain safe, organized, and easy to access.
At Sorelle Kenya, we are committed to offering a seamless shopping experience and making order collection as convenient and efficient as possible.
Store Pickup & Order Storage Policy
Why We’ve Introduced This System
Our stores are designed to prioritize your shopping experience, fitting rooms, and product displays rather than large storage areas.
To ensure we can efficiently manage customer orders while maintaining an organized store environment, we have introduced a structured order holding system.
How Store Pickup Works
1. Order Ready for Pickup
Once your order is ready for collection at your selected Sorelle Kenya store, you will receive:
- An SMS and/or WhatsApp notification
- An email confirmation, where applicable
- Collection instructions
Your order will then be held at the selected store for 7 days free of charge.
2. Complimentary 7-Day Store Holding Period
Your order will remain available for pickup at the selected store for up to 7 calendar days from the day you are notified.
During this time:
- You may collect the order personally
- You may send someone on your behalf
- You may contact our Customer Care team if you need assistance
3. Transfer to Central Storage After 7 Days
If the order is not collected within 7 days, it may be transferred to our designated storage facility to free up limited in-store storage space.
Once transferred:
- The order will no longer be immediately available at the original store
- Our Customer Care team will contact you to discuss the next preferred option
Your Options After Transfer
Option A: Home/Office Delivery
We can arrange delivery directly to your preferred location at an additional delivery fee.
Delivery fees may depend on:
- Location
- Delivery urgency
Option B: Re-Collection at Store
If you still prefer collecting your order from the selected store, we can arrange for the order to be returned to the branch for you.
Because transfers between storage and stores are scheduled operationally, we kindly request:
- 2–4 business days' notice before pickup
- Confirmation from Customer Care before visiting the store
This helps ensure your package is ready and waiting for you.
Important Notes
Orders Will Remain Safe
Transferred orders will be securely stored and remain linked to your customer profile and order number.
Communication Is Important
If you know you may be delayed in collecting your order, please communicate with our Customer Care team in advance and we will do our best to accommodate you.
Unresponsive Orders
If an order remains uncollected for an extended period and we are unable to reach the customer through the provided contact details, Sorelle Kenya reserves the right to:
- Archive the order
- Move it into long-term storage
- Apply a handling or storage fee for exceptionally delayed collections
Customers will always be contacted first before any such action is taken.
Why This Benefits You
This system allows us to:
- Keep stores cleaner and more organized
- Process new orders faster
- Improve pickup efficiency
- Reduce misplaced packages
- Ensure safer and more professional order handling
- Create a better in-store shopping experience for all customers
Need Help?
For any pickup, delivery, or order assistance, please contact Sorelle Kenya Customer Care:
Customer Care
Call/WhatsApp: +254 712345678
Email: admin@sorellekenya.com
Instagram: @Sorelle_Kenya
TikTok: @Sorelle_Kenya