Refund policy
At Solarae, each piece is thoughtfully produced in limited quantities and carefully inspected before it reaches you. As many of our items are made to order, we encourage you to review our size guide carefully before purchasing.
Returns & Exchanges
Unless otherwise required by applicable consumer laws, we only accept returns or exchanges under the following circumstances:
- You have received a defective or damaged item.
- You have received the wrong size or incorrect item.
If you believe your item is faulty or incorrect, please contact us as soon as possible, preferably within 48 hours of receiving your order, at hello@solaraeofficial.com with:
- Your order number
- Clear photographs and/or video of the issue
- A brief description of the concern
Please note that the 48-hour notification period does not affect any rights you may have under applicable consumer protection laws.
To be eligible for a return or exchange, items must, where applicable, be:
- Unworn and unwashed
- In their original condition
- With all tags attached
- Free from stains, scents, alterations or damage caused after delivery
We reserve the right to reject returns that do not meet these conditions, except where otherwise required by law.
Damages and Issues
Please inspect your order upon receipt. If your item is defective, damaged, or if you have received the wrong item, contact us as soon as possible so we can evaluate the issue and resolve it.
Where an item is confirmed to be defective or incorrect, Solarae will cover or reimburse reasonable return shipping costs where required.
Exceptions / Non-Returnable Items
Unless otherwise required by applicable consumer laws, we do not accept returns for:
- Change of mind
- Incorrect size selection by the customer
- Sale items
- Gift cards
- Custom or personalised items
- Items that have been worn, washed, altered or damaged after delivery
If you have questions regarding your specific item, please contact us before purchasing.
Exchanges
If an exchange is approved, we will provide further instructions. Exchanges are subject to stock availability.
If the requested item or size is unavailable, a refund may be issued instead.
United Kingdom Orders
Customers purchasing online from the United Kingdom may have the right to cancel their order within 14 days of receiving it, without providing a reason, subject to applicable exceptions.
After notifying us of a cancellation, the item must be returned within the applicable return period. Items should be returned in their original condition and customers may be responsible for return shipping costs unless the item is faulty, incorrect, or otherwise required by law.
Where applicable, refunds will include the cost of standard outbound delivery in accordance with UK consumer law.
Certain goods, including personalised or custom-made items, may be excluded from cancellation rights.
International Returns
For international returns that are not due to a defective or incorrect item, customers are responsible for return shipping costs where permitted by applicable law.
Original international shipping charges are non-refundable unless otherwise required by applicable law.
Customs duties, import taxes and other charges paid directly to customs authorities or couriers are generally not refundable by Solarae. Customers may need to contact the relevant authority directly regarding any possible refund.
Refused or Unclaimed International Parcels
If an international parcel is refused or left unclaimed due to unpaid customs duties, taxes or other charges, any shipping, return-to-sender or other costs incurred may be deducted from the refund amount, where permitted by law.
We recommend reviewing your country's import requirements before placing an order.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, the refund will be processed to your original payment method. Please allow up to 10 business days for us to process the refund. Your bank or card provider may require additional time for the funds to appear in your account.
If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact us at hello@solaraeofficial.com