Refund policy

Last updated: 1 September 2026

This policy explains how to return something, what you get back and how long it takes. It forms part of our Terms & Conditions.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Those rights apply to your purchase in full, and they are not limited by anything we say here.

At a glance

	Changed your mind	Faulty, damaged or wrong
Time to tell us	Within 30 days of delivery	Whenever the problem appears, no fixed deadline
Condition needed	Unworn, unused, original packaging	The item does not need to be unworn or unused. Consumer guarantees do not cover damage caused by misuse, accidental damage or abnormal use
Who pays return postage	You	We do
Do you send it back?	Yes, after we approve it	Often not. Photos are usually enough
What you get	Refund of the product price	If the failure is major, you choose a refund or a replacement. If minor, we may repair, replace or refund
Exchange possible?	Yes. You pay what the replacement costs us, quoted before you decide, and you keep the original	Yes, and it costs you nothing

Please contact us before sending anything back, so we can give you the correct address.

Changed your mind

Australian law does not require a business to accept a return simply because a customer changed their mind. We offer a voluntary 30-day policy, and we follow it.

You may request a change-of-mind return within 30 days of receiving your order. To qualify, the item must be:

unworn and unused
undamaged and in its original condition
returned with its original packaging
accompanied by proof of purchase

We may decline a return where an item has clearly been worn, damaged after delivery, or returned outside these conditions. If we do, we will tell you why and send the item back to you at no cost.

What you get back

For an approved change-of-mind return we refund the product price to your original payment method.

A refund always goes back the way you paid. If you paid with PayPal it returns to your PayPal account, and if you paid by card it returns to that card. We cannot send a refund to a different account or by another route.

Where you paid a shipping charge on the original order, that charge is not refunded for a change-of-mind return. Standard shipping on Sollaine orders is free, so in most cases there is nothing to deduct.

There is a second option that many people prefer: an exchange, where you keep the original and pay only what the replacement costs us. That is set out in the next section.

Exchanges and wrong sizes

If a size is not right, or an item is not what you hoped for, you can ask us for an exchange within 30 days of delivery instead of returning it.

Email support@sollaine.com with your order number, the item and what you would like instead. We ask our supplier what the replacement costs, and we email you that amount. It is what the item and its shipping cost us, with nothing added: no margin, no handling fee.

You only pay once you have seen the amount and agreed to it. If you would rather not, a change-of-mind return stays open to you.

You do not need to send the original back. Sending an item to our returns centre in Asia usually costs more than the item is worth, so you keep it, and we send the replacement as a new delivery. That takes the same 7 to 12 business days as a normal order.

Because nothing comes back to us, an exchange is available on any item, including pierced earrings, and it does not matter whether you have worn or tried it.

We offer one exchange per item. After that, our change-of-mind and faulty-item terms apply.

This section is about changing your mind or ordering the wrong size. If an item is faulty, damaged, incorrect or not as described, a replacement is free: you pay nothing at all, and you do not need to send anything back unless we ask you to, in which case we pay the postage.

How to start a change-of-mind return

Email support@sollaine.com within 30 days of delivery and include:

your order number
which item or items you want to return
the reason, so we can improve

Please wait for our reply before sending anything back. Returns go to our returns centre in Asia, not to an address in Australia. We do not publish a general return address, because the correct return location depends on the item. When we approve the return we will give you the applicable address, the instructions and, where possible, an estimate of the likely postage cost. If you send an item back without asking first and it does not reach us we will not be able to refund it, but if it does reach us we will process your return normally. Tell us at support@sollaine.com if you have already posted something and we will do what we can to trace it.

Once we have approved your return, you have 14 days to post the item back to us.

Return postage

For a change-of-mind return you pay the return postage. Because the item travels back to our returns centre in Asia, that postage can be a significant part of what you paid for the order. We will give you the address and, where possible, an estimate of the likely postage cost before you send anything, so that you can decide before you commit to it.

We recommend a tracked service and ask that you send us the tracking number. For a change-of-mind return the parcel remains your responsibility until it reaches us.

Where an item is faulty, damaged, incorrect or not as described and we ask you to send it back, we pay the postage and we carry the risk of the parcel on its way to us. If it is lost or damaged in transit on the way back, that is our problem and not yours, and your remedy is unaffected.

How long a refund takes

We aim to respond to a return request within 24 to 48 hours.

Once you post the item back, we inspect it within 5 business days of it reaching us and email you the outcome.

We issue the refund to your original payment method within 5 business days of the inspection, and your bank, card issuer or PayPal may take a few more days to show it in your account.

What cannot be returned for change of mind

For hygiene and safety reasons, the following cannot be returned because you changed your mind:

pierced earrings and any other item worn in a piercing
items whose sealed hygiene packaging has been opened

The following are also excluded from change-of-mind returns:

gift cards
personalised, engraved or made-to-order items, if and when we offer them

These exclusions apply to change-of-mind returns only. They do not apply, and cannot apply, where an item is faulty, damaged, unsafe, materially different from its description, or otherwise fails to meet a consumer guarantee.

Sale items, discounted items and items bought with a promotional code are not excluded from this policy and are not excluded from your rights under the Australian Consumer Law.

Faulty, damaged, wrong or not as described

arrives damaged
contains the wrong item
is faulty or stops working as it should
does not match its description or the photographs
contains an error made by us

Please include your order number and a description of the problem. Where reasonably possible, also include clear photographs or a short video showing the issue, and a photograph of the shipping label and packaging where the parcel itself was damaged. That usually lets us assess it more quickly.

There is no fixed deadline for reporting a fault, and the 30-day change-of-mind period does not apply here. What matters is how long a product of that kind, quality and price could reasonably be expected to last, which is the test the Australian Consumer Law uses, so contact us whenever a problem appears, even months after delivery.

In many cases photographs are enough and we will not ask you to send the item back. Where we do need to inspect it, we pay the return postage and send you a label or reimburse the cost.

What you are entitled to when something is wrong

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Products supplied to consumers must be of acceptable quality, safe, durable and free from defects, must match their description, and must be fit for their normal purpose.

Where the problem is a major failure (for example the item is unsafe, is significantly different from its description, or cannot be fixed easily) you choose between a refund and a replacement, and you may also be entitled to compensation for other reasonably foreseeable loss.

Where the problem is minor, we may choose to repair the item, replace it or refund you.

These rights are not affected by a sale price, by a “no refunds” statement, or by any time limit in this policy. We do not offer a separate manufacturer's warranty; your rights under the consumer guarantees apply instead.

Cancelling before dispatch

You can cancel your order at any time before it has been packed for dispatch. Email support@sollaine.com with your order number and we will refund you in full.

After that, the change-of-mind and faulty-item sections of this policy apply instead.

Parcels returned to sender

If a parcel comes back to us undelivered we will contact you, and you can choose a full refund or ask us to send it again.

We resend at our own cost where the parcel came back for a reason that was not your doing. We ask you to cover the actual cost of resending only where the address you gave us was incomplete or incorrect, or where you did not collect the parcel after the carrier told you it was waiting, and we quote that cost first. The full refund always stays available to you instead.

Bundles and promotional discounts

If you change your mind about part of a bundle or an order that qualified for a promotion, the refund may be adjusted to reflect the discount you actually received on the items you keep, and we will show you the calculation before we process it.

This applies to change-of-mind returns only. Where an item is faulty, damaged, incorrect or not as described, we refund what you paid for it without any promotional adjustment and we do not claw back a discount on the items you keep.

If you are not happy with the outcome

Email us at support@sollaine.com and tell us why. We aim to acknowledge complaints within 48 hours.

Nothing in this policy prevents you from contacting the Australian Competition and Consumer Commission or your State or Territory consumer protection agency, or from pursuing another legal remedy.