Shipping & Returns

Shipping Policy

 

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

 

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

 

3. Returns

Solai will happily accept returns as long as a request to return is received by us within 28 days of receipt of item and are returned to us in original packaging, unused and in resellable condition. 

3.1 Free returns from the UK and EU

We offer free returns for orders from the UK and EU. If you would like to return an item, email us at info@solai.uk and we will send you a free return label. We can either arrange for a courier to collect the parcel from your preferred address, or if you'd rather have more timing flexibility, you have the option to deposit the parcel at your local drop-off point. EU customers will receive DHL return labels and UK customers will receive Royal Mail labels. 

 

3.2 Returns from outside the UK and EU (including USA, Canada and Australia)

Unfortunately, at this time, we are unable to offer free return labels for our customers outside of the EU and UK. However, if you are happy to arrange the return delivery of the parcel, we will still offer you a full refund.

 

4. Delivery Terms

4.1 Transit Time

In general, shipments are in transit for 2 - 7 days.

4.2 Dispatch Time

Most of our pieces are made-to-order at our atelier. Items can take up to 10 days (though often less) to be made, and are dispatched as soon as they are ready. 

4.3 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.4 Items Out Of Stock

If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.

 

5. Duties & Taxes

Customers will not be charged import charges ~ that is absorbed by us on our end.

 

6. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched.