SHIPPING & RETURNS

SHIPPING POLICY

At Sollera & Co., we take great care in preparing and delivering every order. Our aim is to ensure that your jewellery arrives safely, beautifully presented and ready to be enjoyed.

Order Processing

All orders are carefully checked, prepared and packaged before dispatch.

Orders are generally processed within 1–3 business days after payment confirmation, excluding weekends and UK public holidays.

Once your order has been dispatched, you will receive a confirmation email with tracking information, where available.

Delivery Options & Times

Delivery options, estimated delivery times and shipping costs will be displayed at checkout, according to your delivery address.

Please note that delivery times are estimates and may vary depending on the destination, courier services, weather conditions and circumstances beyond our control.

Shipping Costs

Shipping charges are calculated and displayed during checkout before payment is completed.

From time to time, Sollera & Co. may offer complimentary delivery promotions, subject to the terms displayed on our website.

International Shipping

For orders delivered outside the United Kingdom, additional customs duties, import taxes or other charges may apply, depending on the destination country's regulations.

Any applicable charges are the responsibility of the customer unless otherwise stated at checkout.

Tracking Your Order

Where tracking is available, you will receive a tracking reference by email once your order has been dispatched.

Please allow the courier's tracking system time to update.

Incorrect Delivery Information

Customers are responsible for providing accurate and complete delivery details when placing an order.

Sollera & Co. cannot guarantee successful delivery where incorrect or incomplete information has been provided.

If you notice an error in your delivery address, please contact us as soon as possible at [YOUR CUSTOMER SERVICE EMAIL].

Delayed or Missing Orders

If your order has not arrived within the estimated delivery timeframe, please contact us.

We will be happy to assist you in contacting the delivery provider and investigating the status of your parcel.

Sollera & Co.

RETURN & EXCHANGE POLICY

At Sollera & Co., customer satisfaction is one of our top priorities. We want you to feel confident and happy with every purchase.

If, for any reason, you are not completely satisfied with your order, please read our returns and refunds policy below.

1. Returns

If you change your mind about your purchase, you have the right to cancel your online order within 14 days of receiving your item, in accordance with applicable UK consumer legislation.

To exercise this right, please contact our customer service team within this period.

After notifying us, you will have a further 14 days to return the item.

2. Conditions for Returns

To be eligible for a return, items should:

Be unworn and unused.
Be returned in their original packaging, where possible.
Include any original tags and accessories supplied with the item.
Be adequately protected during return shipping.

Customers may inspect items as they would in a physical shop. However, any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the item may be deducted from the refund, where legally permitted.

3. Exchanges

If you would prefer a different item, you may contact us to request an exchange.

Exchanges are subject to product availability and our confirmation.

If the requested item is unavailable, we will discuss the available alternatives with you.

Your statutory cancellation and refund rights remain unaffected.

4. Faulty or Damaged Items

We carefully inspect our jewellery before dispatch. However, if your item arrives damaged, faulty or different from what you ordered, please contact us as soon as possible.

Please include your order number and photographs of the issue, where applicable.

We will assess the situation and arrange an appropriate solution in accordance with UK consumer law.

Where an item is faulty or incorrectly supplied, reasonable return costs will be covered by Sollera & Co.

5. Refunds

Once your returned item has been received and checked, we will process your refund in accordance with applicable consumer legislation.

For eligible online order cancellations, refunds will normally be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.

Refunds will be made using the original payment method.

The standard delivery charge will also be refunded where required by law. Any additional amount paid for an upgraded delivery service may not be refundable.

6. Return Shipping Costs

For returns due to a change of mind, the customer is responsible for the return postage costs, provided this has been clearly communicated before purchase.

If an item is faulty, damaged or incorrectly supplied, Sollera & Co. will cover the reasonable return shipping costs.

7. How to Request a Return

To request a return or exchange, please contact us at:

Email: [YOUR CUSTOMER SERVICE EMAIL]

Please provide:

Your full name.
Order number.
Item you wish to return.
Reason for your request.

Our customer service team will provide you with the necessary instructions.

8. Important Information

Nothing in this policy affects or limits your statutory rights under UK consumer protection legislation.

At Sollera & Co., we are committed to providing a pleasant, secure and reliable shopping experience.