Contact
Email is the fastest way to reach us and the best place to start if there is a problem with your order. We aim to reply to every email within 24 to 48 hours.
When your question is about an order, please include your order number so we can help you straight away.
Have a look here first. Choose a topic below to see the answers.
Not seeing your question? Email support@sollaine.com and we will come back to you within 24 to 48 hours.
For now we deliver within Australia only. Every order goes out with a tracking link so you can follow it on its way.
We would like to open up to other countries later on. When we do, you will see it here first.
Shipping is free on every order. No minimum spend, and nothing extra added at checkout.
Orders are dispatched within 1 to 3 business days. Delivery usually takes another 7 to 12 business days, depending on where you are.
You'll get an email with a tracking link as soon as your order ships. You can also look it up yourself on our order tracking page with your order number or tracking number.
It can take a few days before the first scan appears, and tracking sometimes goes quiet while your parcel changes hands. That's normal and doesn't mean anything is wrong.
No. There is nothing extra to pay when your parcel arrives, and no bill afterwards. Australia does not charge duty or GST at the border on goods valued at A$1,000 or less, and if an import charge ever did apply to your order, we cover it.
The total you see at checkout is the total you pay.
Changed your mind? Tell us within 30 days of delivery. Pieces need to be unworn and in their original packaging. Once we have approved the return you have 14 days to post it back, and the return postage is yours to pay. We will give you the address and, where we can, an idea of what the postage will cost before you send anything.
You get the product price refunded, back the way you paid. If it is the size that is wrong rather than the piece, an exchange is usually cheaper for you: you keep the original and pay only what the replacement costs us. See the question on exchanges below.
If something arrives damaged, faulty or not what you ordered, none of that applies. There is no deadline, we cover the postage if we need the item back, and you are not left out of pocket. Get in touch whenever you notice it and we will make it right.
Changed your mind? Email support@sollaine.com with your order number and tell us what you would like to send back. No photo needed. We will confirm the return and send you the address.
Something faulty, damaged or not what you ordered? Email us with your order number and, where you can, a photo. Often the photo is all we need and we will not ask you to send the item back at all.
We inspect a returned item within 5 business days of it reaching us and email you the outcome. The refund goes out within 5 business days of that inspection, back the way you paid, and your bank, card issuer or PayPal can take a few more days to show it in your account.
Email support@sollaine.com with your order number and a photo, and we'll make it right. No rush, there's no deadline on a damaged or faulty piece.
Yes. If a size isn't right or a piece isn't what you hoped for, tell us within 30 days and we'll arrange an exchange. You keep the original, and you only pay what the replacement costs us to buy and ship. We quote that amount before you decide, and we offer one exchange per item.
If an item is faulty, damaged or not what you ordered, the replacement is free.
Our size guide has a chart of the sizes we carry and a simple way to measure your finger with a strip of paper.
Necklace and bracelet lengths are shown on the product page where we have them. If a length is missing, email support@sollaine.com and we will check it with our supplier.
If a size turns out to be wrong, you can exchange it. You keep the original and pay only what the replacement costs us.
It depends on the piece. Most of our jewellery is gold-plated stainless steel, and some styles use other materials such as glass, pearl, turquoise, cord or a plated alloy.
The materials of each piece are listed on its product page, so have a look there before you order. What to expect from each one is on our materials and care page.
If you have a metal allergy, email support@sollaine.com before you order and we will check the exact composition for you.
Take your jewellery off before you shower, swim or take a bath, and before sport. Put it on after perfume, hairspray and sunscreen, and store it dry and apart from your other pieces so nothing scratches.
Care depends on the material, so the full instructions are on our materials and care page.
Email us as soon as you can. We can change or cancel an order any time before it has been packed for dispatch.
Card, PayPal, Apple Pay, Google Pay and Shop Pay. You'll see everything available at checkout.
Enter it in the discount field at checkout and the total updates straight away.