SOREL Customer Care: A Complete, Professional Guide

Who Handles SOREL Customer Care and What to Expect

SOREL is a footwear brand founded in 1962 in Kitchener, Ontario, and acquired by Columbia Sportswear Company in 2000. Today, brand support and post‑purchase service are operated through SOREL’s official websites and Columbia’s customer care infrastructure. This means the policies you encounter—returns windows, warranty evaluations, and escalation paths—are standardized, with regional variations for the U.S., Canada, and Europe.

In practice, SOREL customer care provides three primary channels: live chat (fastest for order-specific questions), a secure web form or email (best for warranty and documentation-heavy cases), and support for retail store issues via the original point of purchase. Response times for digital channels typically range from a few minutes (chat during business hours) to 24–48 hours (email/web form). Always start at the official site: https://www.sorel.com for the U.S., and use the country selector in the header/footer to switch to your region for accurate policies and contact options.

Contact Methods and Hours

For the most current and region-specific contact details, navigate to the Help or Contact Us link on the official SOREL site. You’ll find options to start a chat session, submit a ticket with attachments (receipts and photos), or browse self‑service topics (order tracking, returns labels, and size guides). Because phone numbers and hours can change by season or country, rely on the posted hours on your region’s site rather than third‑party listings.

Tip: If you’re dealing with an order placed within the last 30 days, have your order number (e.g., SOREL12345678), the email used at checkout, and your shipping ZIP/postal code ready. If you purchased through a retailer (department store, marketplace, or boutique), contact that store first; SOREL’s direct customer care can advise on warranty standards, but exchanges/refunds for third‑party purchases are usually handled by the retailer.

Returns, Exchanges, and Refunds

Most SOREL regional sites offer a generous return window for new, unworn product in original packaging—commonly 60 days in the U.S., and often 30 days in parts of Europe. Exact windows, restocking rules (if any), and free‑return eligibility vary by region and promotional period, so confirm the policy shown at checkout and on your regional Returns page before sending anything back. Items marked Final Sale are usually not returnable.

Refunds are typically issued to the original form of payment after the return is scanned in by the carrier or processed at the warehouse, with full posting to your statement usually within 3–10 business days (bank processing can extend the timeline). Exchanges, where offered, are limited to identical items in a new size or color; many regions require a return + new purchase workflow instead of a true exchange to prevent stockouts.

How to Start a Return the Right Way

Initiating a return from inside your SOREL account or via the “Start a Return” tool linked in your order confirmation is the fastest route. Avoid mailing returns to a corporate office; returns sent outside the authorized process can be refused or significantly delayed. If your order included a promotional bundle (e.g., buy boots, get socks at a discount), returning only part of the bundle may adjust your refund.

• Confirm return eligibility: check your order date, item condition (unworn, with tags), and any “Final Sale” markings.
• Use the official return label: generate it from your order page or request one via customer care; keep the tracking number.
• Pack properly: use original box inside a shipping carton; include the packing slip or RMA to prevent processing delays.
• Track progress: refunds generally post within 3–10 business days after carrier scan or warehouse receipt, depending on region.
• Need a different size fast? Place a new order now; return the original pair for refund to avoid stockouts.

Warranty and Product Quality Claims

SOREL footwear commonly includes a limited warranty (often 1 year from date of purchase) covering manufacturing defects in materials and workmanship—not normal wear, accidental damage, or misuse. Typical examples of warrantable defects include premature seam failure, delamination, or hardware malfunction that occurs under normal use. Outsole abrasion, scuffs, and water ingress from misuse or age are usually not covered.

To start a claim, you’ll need proof of purchase (digital receipt or retailer invoice), clear photos of the defect, the product style name or number, and the purchase date. Evaluations can take 7–14 business days after your submission is complete. Outcomes may include repair (where supported), replacement with the same or comparable model, or a merchandise credit if the original item is unavailable. Purchases made from third‑party retailers will typically be assessed under the same defect standards, but the claim may be processed through that retailer.

Orders, Shipping, and Missing Packages

After purchase, use the order status link in your confirmation email to track fulfillment and carrier movement. If an order hasn’t moved within 2–3 business days, customer care can check warehouse status and shipping method. During peak seasons (November–January), average fulfillment times can lengthen; build in an extra 1–3 business days for processing and carrier handoff.

If tracking shows “delivered” but you did not receive the package, act quickly. Check with neighbors and building staff, verify the address in your order, and look for a delivery photo or geolocation in the carrier’s app. Most carriers require a claim to be filed within a short window—often 7 business days for domestic U.S. shipments and up to 15 business days for international. SOREL customer care can initiate a trace once these steps are complete and may offer a reshipment or refund after carrier investigation.

Prices, Promotions, and Product Availability

SOREL pricing varies by style and season. As of recent seasons, popular lines typically list as follows: Caribou Winter Boots around $175–$200 USD, Joan of Arctic around $240 USD, Winter Carnival around $160 USD, and Kinetic sneakers in the $110–$150 USD range. Limited editions and waterproof/leather upgrades can raise pricing. Regional VAT/GST and currency differences apply outside the U.S.

Promotions are time‑bound and may exclude new arrivals or collabs. Some regions offer limited price adjustments if an item you purchased at full price is marked down shortly after—commonly within a short window like 14 days—but this is not universal and usually excludes outlet/final sale. Check the posted policy at the time of purchase, and contact customer care with your order number if you believe you qualify.

Information to Have Ready When You Contact Support

Providing complete, accurate details in your first message speeds resolution and reduces back‑and‑forth. For warranty claims, crisp photos that show the defect and the whole product from multiple angles help evaluators determine the root cause without requesting additional documentation.

• Order number, purchase date, and purchasing channel (SOREL site vs. authorized retailer)
• Product style name/number, size, color, and any batch/label codes found inside the boot or on the box
• Clear photos: full pair, close‑up of issue, outsole wear, labels/inside tags, and packaging if relevant
• Shipping address used, preferred return address, and a daytime contact email/phone
• For missing packages: carrier tracking number, delivery scan time, and any building access details

Regional Differences and Store Purchases

Policies can differ by country due to consumer protection laws. For example, the EU and UK have statutory rights that may exceed brand policies (such as a 14‑day right of withdrawal for distance sales). Always use your region’s SOREL site via the selector on https://www.sorel.com to ensure correct return addresses, pre‑paid labels, and tax handling.

If you bought from a physical retailer or marketplace, that seller’s return window and refund method apply. Keep your store receipt; most retailers require it for returns or warranty assistance. SOREL customer care can advise on defect standards and direct you to the appropriate channel but cannot override another retailer’s policy.

Escalations, Records, and Corporate Address

If your case stalls, ask for a ticket or case number and request an escalation or supervisor review. Keep all correspondence in one thread to preserve context. For payment disputes, contact your card issuer within their dispute window (often 60 days in the U.S.). In the EU/UK, you may have access to Alternative Dispute Resolution (ADR) avenues if a resolution cannot be reached.

SOREL is a brand of Columbia Sportswear Company. The corporate mailing address (not a returns address) is: Columbia Sportswear Company, 14375 NW Science Park Dr., Portland, OR 97229, USA. Do not ship returns or warranty items to this address unless explicitly instructed by SOREL customer care; use only the return label and address generated for your case.

Quick Navigation Tips

For the fastest help, start at the official site: https://www.sorel.com and select your country or language. Use the Help/Contact links for live chat, returns, and warranty submission. Avoid search‑engine “support” ads that may lead to third‑party sites; SOREL does not require fees for customer support, returns labels (where offered), or warranty evaluations.

Keep your box and proof of purchase for at least 12 months. Many avoidable delays occur because a return arrives without an RMA or a warranty claim lacks a readable receipt. Investing five minutes up front to gather your documents typically shortens resolution time by several days.

Does Sorel have a lifetime warranty?

This Limited Lifetime Warranty covers defects in materials and workmanship in Sorel brand jackets manufactured by Columbia Sportswear Company or its affiliates. Only original, unaltered, and unmodified materials and workmanship are covered by this policy.

How do I contact Sorel customer service?

(800)622-6953
If you have any questions, please refer first to the Help Center or the Frequently Asked Questions. All other questions or comments should be directed to SOREL via the contact us form or by calling (800)622-6953.

Who bought out Sorel?

Columbia Sportswear
Kaufman Footwear declared bankruptcy in 2000. The Sorel trademark was bought by Columbia Sportswear.

What is Sorel’s replacement policy?

If a claim is made under this limited warranty and, after inspection by Sorel, the Warranty Department determines, in its sole discretion, that the Product has a defect covered under this limited warranty, Sorel will either repair the Product or issue a Virtual Merchandise Credit equivalent to the MSRP value within …