Refund policy

Returns & Refunds

At Solenée, we are committed to ensuring your satisfaction with every purchase. If you need to return an item or request a refund, please review our policy below.

Return Policy

You have 7 days from the date of delivery to request a return.

To request a return, please email info@solenee.co.uk with your order number, full name, reason for return, and the item(s) you wish to return. If your return is approved, you will receive a Return Authorisation Email containing further instructions.

Returned items must be unworn, unused, in their original condition, with all tags attached, in their original packaging, and accompanied by proof of purchase.

Customers are responsible for all return shipping costs.

Please note: If a partial return causes your order to fall below our free shipping threshold, the original delivery charge will be deducted from your refund.

Inspection of Your Order

We kindly ask that you inspect your order immediately upon delivery and before wearing, washing or altering the garment.

Any concerns regarding damage, manufacturing defects or incorrect items must be reported to info@solenee.co.uk within 48 hours of delivery, together with clear photographs of the issue and your order number.

Garments that have been worn (other than for trying on), washed, altered, repaired, or otherwise used cannot be assessed as having arrived faulty, as we are no longer able to verify whether the issue was present at the time of delivery.

Claims reported after the inspection period or after the garment has been worn may be declined where we are unable to establish that the alleged fault existed on delivery. This does not affect your statutory rights.

Pre-Orders

All pre-orders are final sale. As each piece is made to order specifically for your purchase, cancellations and refunds are not accepted. Only ready-to-ship in-stock items are eligible for cancellation or refund in line with our returns policy.

Approved Returns & Return Deadlines

The date and time shown on your Return Authorisation Email marks the official start of your return window.

Once approved:

• Your return must be dispatched within 4 calendar days of the Return Authorisation Email.

• Your return must be received by us within 7 calendar days of the Return Authorisation Email.

Returns posted after 4 days or received after 7 days will be automatically refused and will not be eligible for a refund.

It is the customer's responsibility to ensure the return is sent promptly using a suitable delivery service. Delays caused by late posting, courier delays, customs delays, or the use of an untracked or slower shipping service will not extend the return deadline.

We strongly recommend using a tracked shipping service and retaining proof of postage until your return has been received and processed.

By requesting a return, you acknowledge and agree to these return timeframes.

Damages & Issues

Upon receiving your order, please inspect it immediately. If the item is defective, damaged, or incorrect, contact us at info@solenee.co.uk . We will assess the issue and work to resolve it promptly.

Wear & Tear: Damage caused after a garment has been worn, including pulled threads, snags, abrasions, pilling, tears, or friction damage, is considered normal wear and tear and is the responsibility of the customer. It is not deemed a manufacturing fault and is not eligible for a refund, replacement, or compensation.

Processing Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 10 business days. Processing times may vary depending on your bank or credit card provider.

If more than 15 business days have passed since your refund was approved, please contact us at info@solenee.co.uk

Thank you for shopping with Solenée. If you have any questions, feel free to reach out!