Returns & Refunds
We hope you love every Solistica piece you receive.
If something isn’t quite right, our Customer Care team is here to help make the return process as simple as possible.
Please review the information below before requesting a return.
RETURN ELIGIBILITY
Items may be eligible for return when they meet all of the following conditions:
- the return request is submitted within the applicable return period;
- the item is unworn, unused and unwashed;
- all original tags remain attached;
- the item is returned in its original condition;
- the item is free from marks, makeup, perfume, deodorant, tan or other signs of wear;
- the item is not listed as a final sale or non-returnable product.
Solistica reserves the right to decline a return if an item does not meet these conditions.
RETURN WINDOW
Eligible items must be returned within the return period stated on our website at the time of purchase.
The return period begins from the date your order is delivered.
Return requests submitted outside the applicable return period may not be accepted.
If you are unsure whether your order is still eligible for return, please contact our Customer Care team with your order number.
HOW TO REQUEST A RETURN
To request a return, please contact our Customer Care team before sending your item back.
Include:
- your full name;
- your order number;
- the email address used for the order;
- the item or items you would like to return;
- the reason for your return.
Once your request has been reviewed, we will provide you with the appropriate return instructions.
Please do not send items to an address without first receiving return instructions from us.
Returns sent without prior authorization may experience delays or may not be accepted.
RETURN SHIPPING
Unless otherwise stated or required by applicable law, return shipping costs are generally the responsibility of the customer.
Original shipping charges are non-refundable unless the return is related to an incorrect, damaged or defective item, or where otherwise required.
We strongly recommend using a tracked shipping service when returning an item.
Solistica cannot guarantee receipt of returned parcels sent without tracking.
Please keep your return tracking information until your return has been completed.
RETURN CONDITION
Returned items must arrive in their original, resellable condition.
Please take care when trying on your Solistica pieces.
Returns may be refused if an item shows signs of:
- wear;
- washing;
- alterations;
- stains;
- makeup;
- fake tan;
- perfume;
- deodorant;
- damage caused after delivery;
- removed or damaged tags.
If a returned item does not meet our return conditions, we may be unable to issue a refund.
NON-RETURNABLE ITEMS
For hygiene, safety or promotional reasons, certain items may not be eligible for return.
These may include, where applicable:
- earrings and certain pierced jewellery;
- intimate garments;
- swimwear where the hygiene protection has been removed;
- items marked as Final Sale;
- gift cards;
- personalised or customised products.
Any item that is non-returnable will be identified on its product page where appropriate.
This does not affect any rights that cannot legally be excluded.
SALE ITEMS
Unless an item is specifically marked Final Sale, sale items may be eligible for return subject to the same return conditions as other products.
Items clearly identified as Final Sale are generally not eligible for change-of-mind returns.
If you receive a damaged, defective or incorrect Final Sale item, please contact us.
EXCHANGES
At this time, we may not be able to offer direct exchanges for all orders.
If you would like a different size, colour or style, the quickest option may be to return the eligible item and place a new order.
This helps ensure that your preferred item does not sell out while your return is being processed.
Where direct exchanges are available, our Customer Care team will let you know during the return process.
REFUNDS
Once your return has been received, it will be inspected before a refund is approved.
If your return meets our eligibility requirements, your refund will be issued to the original payment method used for the purchase.
You will receive confirmation once your refund has been processed.
Please note that the time required for the refund to appear in your account may vary depending on your bank, card provider or payment service.
Solistica does not control processing times once a refund has been released to your payment provider.
ORIGINAL SHIPPING COSTS
Original shipping charges are generally non-refundable.
If your order qualified for complimentary standard shipping, there will normally be no original standard shipping fee to refund.
Express shipping fees and other optional delivery upgrades are generally non-refundable unless the order qualifies under an applicable exception.
DAMAGED OR DEFECTIVE ITEMS
Every order should arrive in the condition you expect.
If you receive an item that appears damaged or defective, please contact us as soon as possible after delivery.
Please provide:
- your order number;
- the name of the affected item;
- a brief description of the issue;
- clear photographs showing the problem.
Please do not dispose of or return the item before receiving instructions from our Customer Care team.
Once the issue has been reviewed, we will provide the appropriate resolution.
INCORRECT ITEM RECEIVED
If you receive an item that is different from what you ordered, please contact us as soon as possible.
Include your order number and clear photographs of the item received.
Once confirmed, our Customer Care team will provide instructions for resolving the issue.
You will not be expected to cover reasonable return shipping costs when the incorrect item was sent due to our error, where applicable.
WRONG SIZE OR CHANGE OF MIND
If you ordered the wrong size or simply changed your mind, the item may still be returned provided it meets our return eligibility requirements.
We strongly recommend reviewing the Size Guide available on our product pages before placing an order.
Return shipping costs for change-of-mind or sizing returns may be the customer’s responsibility.
RETURNED PARCELS
Please package your return securely.
Solistica is not responsible for damage caused by inadequate return packaging.
We recommend keeping:
- proof of postage;
- your return tracking number;
- any shipping receipt.
until your refund has been confirmed.
RETURNS LOST IN TRANSIT
If a return parcel does not reach us, we may need proof of shipment and tracking information before we can investigate the return.
For this reason, we strongly recommend using a tracked service.
If the carrier confirms that your return has been lost in transit, please contact both the shipping provider and our Customer Care team.
REFUSED OR UNCLAIMED ORDERS
Refusing delivery or failing to collect a parcel does not automatically qualify as an authorised return.
Orders returned to sender because they were refused, left unclaimed, addressed incorrectly or subject to unpaid customs charges will be handled according to our Shipping & Delivery.
Any applicable carrier, customs or return-to-sender fees may be deducted from a refund where permitted.
CUSTOMS & IMPORT CHARGES
Customs duties, import taxes and similar charges paid to governments, customs authorities or third parties are generally outside Solistica’s control.
These charges may not be refundable by Solistica when an international order is returned.
Customers should contact the relevant local authority if they wish to determine whether any paid import charges may be recoverable.
CANCELLATIONS
We begin preparing orders as quickly as possible.
If you would like to request a cancellation, please contact us immediately after placing your order.
We cannot guarantee that an order can be cancelled or modified once processing has begun.
Once an order has been dispatched, it cannot be cancelled and the standard return process will apply.
PRE-ORDERS
Cancellation and return conditions for pre-order products may differ depending on the item and stage of fulfilment.
Where special conditions apply, they will be clearly communicated on the relevant product page before purchase.
REFUND PROCESSING
After we receive and inspect an eligible return:
01 — RETURN RECEIVED
Your parcel arrives at the designated return location.
02 — INSPECTION
The item is reviewed to ensure it meets our return conditions.
03 — REFUND APPROVED
You will receive confirmation once your return has been approved.
04 — REFUND ISSUED
The refund is sent to your original payment method.
Processing times after this point depend on your payment provider.
PLEASE NOTE
- Always request a return before sending an item back.
- Returned items must meet our return eligibility requirements.
- Items should be sent using a tracked shipping method whenever possible.
- Refunds are normally issued to the original payment method.
- Original and express shipping charges may be non-refundable.
- Customs and import charges are generally outside our control.
- Returns that do not meet our conditions may be refused.
- Different rules may apply where required by local consumer protection laws.
NEED HELP?
Our Customer Care team is here to help.
If you have questions about a return, refund, damaged item or an existing order, please visit our Contact Us page.
When contacting us about an order, please include your order number so we can assist you more efficiently.