At SOLEA London, we want you to be completely satisfied with every order. If there is a problem with your purchase or you simply change your mind, our customer care team is here to help.
You may request a return within 30 days of receiving your order.
All eligible and approved returns are free of charge. Once your return request has been accepted, we will provide a pre-paid return label or the instructions required to return your item at no cost to you.
To be eligible for a return, the item must:
be complete and include any accessories originally supplied;
not have been damaged, stained or altered after delivery;
only have been handled as reasonably necessary to inspect its nature, features and operation;
be returned in its original packaging or in suitably protective packaging.
This policy does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or not as described.
Before returning an item, please contact us at:
Please include:
your order number;
the email address used to place the order;
the item you wish to return;
the reason for your return;
photographs of the item, packaging and shipping label if the item arrived damaged, faulty or incorrect.
Once your request has been approved, we will provide a pre-paid return label or the instructions required to complete your return free of charge.
Please do not send an item back before receiving our return instructions, as this may delay the processing of your return.
If your item arrives damaged, faulty or different from the item you ordered, please contact us as soon as possible after delivery, ideally within 7 days.
Please provide clear photographs showing:
the affected item;
its packaging;
the shipping label;
the fault or damage.
Once we have reviewed your request, we will offer an appropriate solution, which may include a replacement, exchange or refund.
You will not be charged any return costs where an item is damaged, faulty, incorrect or where the issue was caused by an error on our part.
Once we have received and inspected your return, we will email you to confirm whether your refund has been approved.
Approved refunds will be issued to the original payment method unless otherwise agreed.
Your refund will be processed no later than 14 days after we receive the returned item or receive evidence that it has been sent back.
Where applicable, we will also refund the standard delivery charge originally paid. Any additional amount paid for express, premium or upgraded delivery will not be refunded beyond the cost of standard delivery.
Depending on your bank or payment provider, it may take a few additional working days for the refund to appear in your account.
Eligible returns made under our 30-day returns policy are free of charge.
SOLEA London will cover the standard return postage by providing a pre-paid return label or another approved return method.
To receive a free return, you must use the return method provided by our customer care team. Any costs incurred by using a different courier or a more expensive delivery service without our prior approval will not be reimbursed.
To request the cancellation or modification of an order, please contact us as soon as possible at:
We will do our best to accommodate your request. However, once an order has been processed or dispatched, we may no longer be able to cancel or modify it.
You may instead request a free return after receiving your order, in accordance with the terms of this policy.
Our voluntary 30-day returns policy may not apply to items that:
have been damaged or altered after delivery;
are returned incomplete;
show signs of use beyond what is reasonably necessary to inspect them;
are no longer in a resalable condition for reasons unrelated to a fault or error on our part;
have been personalised or made to the customer’s specifications, where such products are offered;
are gift cards, where gift cards are offered.
Where an item’s value has been reduced because it has been handled beyond what is reasonably necessary, we may reduce the refund to reflect the resulting loss in value.
These exclusions do not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or not as described.
For any questions regarding a return, refund or order, please contact us at:
Our customer care team will do its best to provide a prompt and suitable solution.
