Returns & refunds

We want you to love what you order. If something isn’t right, here’s exactly how to send it back. These rules sit alongside your legal rights under UK consumer law — they never replace them.

Your 14-day return window

You have 14 days from the day your order arrives to let us know you’d like to return it, and a further 14 days to post it back to us. Just email thesolisstudio@hotmail.com with your order number to start a return.

Condition — how items must come back

To get a full refund, items must come back to us:

• Unworn and unwashed
• Undamaged, with no marks, makeup, perfume or pet hair
• With the original tags still attached and any packaging intact

You’re welcome to try something on to check the fit, just as you would in a shop. But if an item comes back worn, damaged or with tags removed, we may reduce your refund to reflect the loss in value, or we may not be able to accept it.

Where to send it

Once you’ve emailed us to start your return, post your item back to:

Please keep your proof of postage — until your parcel reaches us it’s your responsibility, and proof of postage protects you if anything goes missing.

Who pays for postage

For change-of-mind returns, the cost of posting the item back to us is yours. We’d recommend a tracked service so you can see it arrive safely.

If an item is faulty, damaged on arrival, or not what you ordered, we cover the return postage — see “Faulty or wrong items” below.

Your refund

Once your return arrives and we’ve checked it meets the condition above, we’ll process your refund to your original payment method. We aim to do this within a few days of receiving it, and always within 14 days. Your bank may then take a little longer to show the money in your account.

Refunds cover the price you paid for the item, plus the standard delivery charge you paid on your original order, as required by law. The cost of returning the item to us isn’t refunded.

Faulty or wrong items

If something arrives faulty, damaged, or isn’t what you ordered, we’re sorry — please email thesolisstudio@hotmail.com with your order number and a photo if you can. You’re entitled to a full refund, and we’ll cover the cost of sending it back. Your statutory rights under the Consumer Rights Act 2015 always apply.

A few things to note

• At the moment we offer refunds only — we don’t do direct exchanges. If you’d like a different size or piece, please return your item for a refund and place a new order.
• We ship within the UK only, with flat-rate £4.95 Royal Mail tracked delivery.
• Pierced jewellery and similar hygiene items can’t be returned once opened, for health reasons, unless faulty.

Questions?

Email thesolisstudio@hotmail.com any time and we’ll help you sort it out.