You may return an item within 30 days from delivery. The window is counted from the day your order is delivered, not from the day it was placed or dispatched. A return started inside the window is accepted even if it reaches us shortly after the window closes.
Items must come back unworn and unwashed, with any tags still attached and in the packaging they arrived in. We understand that you need to try something on to know whether it works, and trying something on is not wearing it. An item that has clearly been worn out, altered, washed or damaged after delivery cannot be accepted.
Write to info@bysolmara.com with your order number and the item or items you want to send back. We will reply with the return address and confirm what to include in the parcel. Please do not send anything back before you have heard from us, because parcels that arrive without a reference are difficult to match to an order.
The return address is given on request only. It is issued with your return confirmation so that your parcel arrives at the right place and can be matched to your order.
If you are returning an item because you changed your mind, the customer pays return postage. We recommend a tracked service, because a return remains your responsibility until it reaches us and tracking is the only way to show that it did.
If an item is faulty or was sent in error, the customer pays return postage. Contact info@bysolmara.com before you send anything back so that the case is recorded against your order.
Exchanges are available. If you would like a different size or a different colour of the same item, say so when you contact info@bysolmara.com to start your return and we will reserve the replacement where we can. If the piece you want is no longer available we will process a refund instead and tell you before we do.
Once your return arrives and has been checked, your refund is issued within 7 days of the return arriving. Refunds go back to the original payment method, which is a requirement of the payment providers rather than a choice we make. Depending on your bank the money can take a few further working days to appear on your statement.
Original shipping was free on your order, so there is no shipping charge to refund.
An order can be changed or cancelled within 5 minutes of placing the order. After that the order has usually entered the system of our fulfillment center and cannot be stopped. If you are outside the window, wait for the parcel to arrive and start a return instead.
Solmara does not run discounts or reduced prices, so every item is returnable on the same terms. There is no separate rule for sale stock because there is no sale stock.
Nothing in this policy affects your statutory rights as a consumer. Where the law of your country gives you a longer period or a stronger remedy than this policy does, the law applies.
You do not have to send an entire order back. Tell us in your email which items you are returning and keep the rest. The refund is calculated on the items that come back to us. Because shipping was free on the original order there is nothing to recalculate at the parcel level, so a partial return is handled exactly like a full one.
If an item arrives with a fault, or if what arrives is not what you ordered, tell us as soon as you notice. Send your order number and clear photographs of the problem to info@bysolmara.com. Photographs let us settle most cases without a second exchange of emails, and they let us raise the matter with the supplier so it does not happen again. We will confirm how to return the item and, once it reaches us, issue a replacement or a refund as you prefer.
A refund covers the price you paid for the items returned. Shipping was free on your order, so there is no delivery charge included in the refund and none withheld from it. Where you paid to send an item back to us, that postage is not part of the refund.
A return remains your responsibility until it arrives with us. We strongly recommend using a tracked service and keeping your proof of postage until the refund appears. If a return goes missing on its way to us and there is no tracking, there is very little either of us can do about it, which is the only reason we press the point.
Returns are checked in the order they arrive. Once your parcel has been received and the items checked, the refund is issued within 7 days of the return arriving. You will receive an email confirming it. From that point the money is with your bank or card provider, and how quickly it lands on your statement is their timeline rather than ours.
Brand Name
Solmara
E-Mail
info@bysolmara.com
Telephone
+44 7723 425794
Support hours
Monday to Friday, 9AM to 5PM GMT/BST (UK time)