Refund policy

Changed your mind? You have 30 days from delivery to return any piece, including personalised ones.

Change-of-mind returns

• Email wearsolenejewelry@gmail.com within 30 days of delivery with your order number to start a return.
• Your piece needs to be unworn and undamaged, in its original packaging. Trying it on is fine.
• We'll reply with the return address. You pay the return postage, so we recommend a tracked service. We can only refund parcels that reach us.
• Once your return arrives and we've checked it, we refund the amount you paid for the item to your original payment method. We usually process refunds within 5 business days of receiving your return. Your bank may take a few more days to show it.
• Express shipping fees aren't refunded on change-of-mind returns.
• Would you rather swap? We can exchange your piece or give you store credit instead.

Faulty, damaged or incorrect items

If your piece arrives faulty, damaged or different from what you ordered, email us your order number and a photo. We'll cover the postage and repair, replace or refund it. This doesn't depend on the 30-day window. For faults that show up later, see our 12-Month Quality Promise.

Personalisation

We make every piece exactly as your message is entered at checkout, so please check the spelling and the Morse code preview before you order. If we make a mistake, we'll remake it at no cost. If the message was entered incorrectly, you can still return the piece within 30 days as a change-of-mind return.

Gifts and discounted orders

Received a Solene piece as a gift? We can give you store credit, or refund the person who bought it. Orders placed with a discount code can be returned too. We refund the amount actually paid.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Questions about a return? Email wearsolenejewelry@gmail.com.