Terms of service

Last updated: 8 September 2026

Welcome to Sollaine. These Terms & Conditions apply when you visit our website, use our services or place an order with us.

Please read them before you place an order. By placing an order through our website, you confirm that you have read and accepted these Terms & Conditions.

Nothing in these Terms & Conditions excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including the consumer guarantees available to you under the Australian Consumer Law.

1. Definitions

In these Terms & Conditions:

Customer, you or your means the person purchasing or attempting to purchase a product through our website.
Sollaine, we, us or our means Carova Brands, trading as Sollaine, whose details are set out under Contact at the end of these Terms & Conditions.
Product means any jewellery, bag, hair accessory, cap, packaging item or other product offered through our website.
Order means an order submitted through our website.
Website means the Sollaine online store at sollaine.com and its associated pages.
Australian Consumer Law means Schedule 2 to the Competition and Consumer Act 2010 (Cth).
Business day means a day other than a Saturday, Sunday or public holiday in the Australian State or Territory your order is being delivered to. Every period in these Terms and in our policies expressed in business days is counted that way.

2. What these Terms apply to

These Terms & Conditions apply to every offer made through our website, every order placed through our website, every agreement between Sollaine and the customer, and the use of our website and its content.

Our Shipping Policy, Return & Refund Policy and Privacy Policy form part of these Terms & Conditions. Where a policy gives more detail than these Terms, the policy applies to that subject. Where any of these documents contradict each other, whichever wording is more favourable to you is the one that applies.

Additional conditions may apply to particular promotions, products or services. Where they do, they will be displayed with the relevant offer.

Where these Terms & Conditions conflict with mandatory consumer law, the mandatory consumer law applies.

3. Who can order

You may place an order if you are at least 18 years old and legally able to enter into a contract. If you are under 18, you may only order with the involvement and consent of a parent or guardian, who accepts these Terms & Conditions on your behalf.

We currently sell to customers in Australia only and accept orders for delivery to Australian addresses only. We are not able to deliver to addresses outside Australia.

You must provide accurate, current and complete information when you place an order.

4. Products and product information

We make reasonable efforts to ensure that product descriptions, photographs, prices, dimensions, materials and other information are accurate. Please also note:

Colours may appear slightly different depending on your screen and device settings.
Measurements are approximate unless expressly stated otherwise.
Small variations in finish, plating tone and chain length can occur between individual items.
Product images may include styling items that are not included, unless the product page says otherwise.
The product page tells you what is included with the product, including any gift box, pouch or card.
Very occasionally a price, description or specification may be wrong. Where the error is one a reasonable customer would have recognised as an error, we may cancel the affected order rather than supply at that price. If we do, we will contact you first, refund you in full within 5 business days and give you the chance to reorder at the correct price. We will not cancel an order for this reason after it has been dispatched, and this does not affect your rights under the Australian Consumer Law.

Packaging may vary slightly from the photographs because of availability or product size. Any substitute packaging will be reasonably suitable for the product.

5. Materials, finish and sensitive skin

The materials of each product are stated on its product page. Where we describe an item as gold-plated, the plating is a surface layer over a base metal and will wear over time with daily use. How quickly this happens depends on how often the item is worn, on your skin, and on contact with perfume, cosmetics, cleaning products, chlorine and salt water.

Where we describe an item as water-safe, we mean it is made to cope with everyday contact with water, such as washing your hands or being caught in the rain. It does not mean the item is intended for swimming, bathing or prolonged submersion.

Where we describe an item as tarnish-resistant, we mean it resists tarnishing better than untreated base metals. It is not a promise that the item will never change in appearance.

Stainless steel and plated items may contain small amounts of nickel. We describe our items as low-nickel or as kind to sensitive skin where that is accurate, but we cannot guarantee that an item will not cause a reaction. If you have a known metal allergy, please check the product page and contact us at support@sollaine.com before ordering.

Small items and items with small parts are not suitable for children under three years of age.

Please follow the care information supplied with your product and shown on our website.

6. Made-to-order and personalised items

We do not currently offer engraving or personalisation. If we offer personalised, engraved or made-to-order products in future, the following will apply to those items and will be stated clearly on the relevant product page.

You are responsible for carefully checking all personalisation details before completing your order, including names, initials, dates, messages, symbols, spelling, capitalisation, colour, size and packaging choices. We produce the personalisation as it is submitted. We may contact you if an instruction is unclear, but we are not required to independently verify names, dates or spelling.

We may refuse personalisation containing unlawful, abusive, discriminatory or otherwise inappropriate content.

Personalised and made-to-order items cannot be returned because you changed your mind. This exclusion does not apply where an item is faulty, damaged, materially different from its description, or personalised differently from the details you submitted.

7. Prices, currency and tax

Prices are displayed in Australian dollars (AUD).

The final order total is shown before you complete payment and may include the product price, any selected upgrades, shipping charges where they apply, and discounts.

Sollaine is not currently registered for Australian Goods and Services Tax (GST), because our Australian GST turnover is below the registration threshold. We therefore do not add Australian GST at checkout and do not issue Australian tax invoices showing GST. We monitor our registration obligations and will update these Terms & Conditions and our website if this changes.

The price you pay at checkout is the price of your order. Goods arriving in Australia with a customs value of A$1,000 or less are not charged duty or GST at the border, and almost every Sollaine order falls into that category, so normally there is nothing to pay on delivery.

Where import GST, customs duty or a processing charge is nevertheless payable at the Australian border on an order placed with us, Sollaine covers it. You will not be asked to pay it as a condition of receiving your parcel. If a carrier or the border authority does collect such a charge from you, email the receipt to support@sollaine.com and we will reimburse you.

We may change product prices at any time. A price change does not affect an order that has already been accepted and paid for.

8. Payment

Payment must be completed using one of the payment methods offered at checkout. We currently accept major debit and credit cards, PayPal, Apple Pay, Google Pay and Shop Pay. The methods shown at checkout are the methods available to you.

Payments are processed by third-party payment providers. Your card details are handled by those providers and are not stored by us. Your use of a payment method may also be subject to that provider's own terms, including PayPal's user agreement where you pay with PayPal.

If you choose PayPal, you are taken to PayPal to approve the payment and then returned to our website to finish your order. We receive confirmation that the payment was made, together with the name, email address and delivery address held in your PayPal account. We never see your PayPal login details, or the card or bank account behind it.

We send your parcel to the delivery address confirmed with your order, so please check that the address held in your PayPal account is the one you want before you approve the payment.

Prices are charged in Australian dollars. If the account behind your payment method is held in another currency, your provider may convert the amount and apply its own exchange rate or fee. That conversion is between you and your provider.

An order will not normally be processed or dispatched until payment has been successfully authorised.

9. Order acceptance

After placing an order you will normally receive an automated order confirmation email. This email confirms that we have received your order. It does not by itself mean that we have accepted it. Our acceptance takes place when we dispatch the order.

We may refuse or cancel an order where:

the product is unavailable
payment cannot be authorised
the order contains an obvious pricing or technical error
we suspect fraudulent or unauthorised activity
we cannot deliver to the address supplied
an event outside our reasonable control prevents us from fulfilling it, which we will describe to you at the time

Where we refuse or cancel an order we will tell you why. If payment has already been taken we will refund the full amount, including any shipping charge, to your original payment method within 5 business days. Refusing or cancelling an order does not affect your rights under the Australian Consumer Law.

10. Changing or cancelling an order

You can change or cancel your order at any time before it has been packed for dispatch. Email support@sollaine.com with your order number as soon as you can and we will tell you straight away whether it is still possible.

Once an order has been packed or dispatched it can no longer be changed or cancelled, and our Return & Refund Policy applies instead.

Where a change is possible and it affects the price, we will tell you the difference before we make the change, and will refund or charge only that amount.

This clause does not limit your rights under our Return & Refund Policy or under the Australian Consumer Law.

11. Shipping and delivery

We offer free standard shipping on every order to Australian addresses. There is no minimum spend.

We aim to dispatch orders within 1 to 3 business days of payment. Estimated delivery is 7 to 12 business days from dispatch.

Your order is prepared at our overseas fulfilment centre and travels to Australia, where an Australian carrier or a local delivery partner completes the final part of the journey. Everything you order is packed and sent together, so your order arrives as a single parcel with a single tracking number.

Delivery dates and timeframes shown on our website are estimates. They are not guaranteed unless we expressly say so, and they may be affected by circumstances outside our reasonable control.

You are responsible for making sure the delivery address is complete and correct. Please contact us immediately if you notice an error in your address.

Our Shipping Policy sets out processing times, tracking, undeliverable parcels and customs in full.

12. Returns and refunds

You may request a change-of-mind return within 30 days of receiving your order, provided the item is unworn, unused, undamaged, in its original condition and packaging, and accompanied by proof of purchase.

Contact us first and do not send anything back until we have replied with the applicable return address. Returns go to our returns centre in Asia, not to an address in Australia, and where possible we will also give you an estimate of the likely postage cost. Once we approve your return you have 14 days to post it.

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

You can also ask for an exchange, for example when a size is not right. You keep the original and pay only what the replacement costs us to buy and ship, quoted to you before you decide. Where an item is faulty, damaged, incorrect or not as described, a replacement is free and no fee applies.

For hygiene reasons, pierced earrings and other items worn in a piercing, items whose sealed hygiene packaging has been opened, gift cards, and personalised or made-to-order items cannot be returned because you changed your mind.

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

Our Return & Refund Policy sets out the full procedure, conditions and timeframes.

13. Faulty, damaged or incorrect items

Contact us at support@sollaine.com if your order arrives damaged, contains the wrong item, is faulty, does not match its description, or 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, and a photograph of the shipping label where the parcel itself was damaged. That usually lets us assess it more quickly.

We may need to assess the item before providing a remedy. In many cases photographs are enough and we will not ask you to send the item back. If we do ask you to return it, we pay the return postage.

Depending on the circumstances and on the Australian Consumer Law, the remedy may be a repair, a replacement, a refund or another appropriate solution. Where the problem is a major failure, you may choose between a refund and a replacement.

The Australian Consumer Law does not set a fixed deadline for reporting a fault. What matters is how long a product of that kind, quality and price could reasonably be expected to last, so please contact us whenever a problem appears, even months after delivery, and we will assess it against that standard. The 30-day period for change-of-mind returns does not apply here and does not limit your rights.

We do not offer a separate manufacturer's warranty or warranty against defects. Your rights under the consumer guarantees apply instead, and they are not limited by our voluntary returns policy, by a sale price, or by any time limit we state.

14. Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. These guarantees apply to us even though our business is located outside Australia.

Among other things, products supplied to consumers must:

be of acceptable quality
be safe, durable and free from defects
match their description
be fit for their normal purpose
be fit for any purpose you told us about before buying, where relevant

Where a product has a major failure, you are entitled to choose between a refund and a replacement, and you may also be entitled to compensation for any other reasonably foreseeable loss or damage. Where the problem is minor, we may choose to repair, replace or refund.

These rights are in addition to any voluntary returns policy we offer. They cannot be excluded by these Terms & Conditions, by a “no refunds” statement, by a sale price, or by a time limit we set.

15. Promotions and discount codes

Promotions and discount codes may be subject to additional conditions, which will be shown with the offer. Unless we state otherwise:

discount codes cannot be exchanged for cash
only one discount code may be used per order
discounts cannot be applied after an order has been placed
promotions run while stocks last
promotions may exclude certain products
a minimum order value may apply
free gifts cannot be exchanged for cash

We may end or amend a promotion where there is a genuine technical error, a pricing error, misuse, or a circumstance outside our reasonable control. Ending a promotion does not affect an order that has already been accepted and paid for.

If you change your mind about an item that formed part of a discounted bundle, the refund may be adjusted to reflect the discount you actually received on the items you keep. 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. Sale and promotional items are not excluded from your rights under the Australian Consumer Law.

16. Gift cards

Sollaine gift cards are valid for at least 3 years from the date of purchase. The expiry date is shown on the gift card itself and in the email that delivers it.

We charge no fee for buying, holding, redeeming or reactivating a gift card, and no amount is deducted from the balance over time.

Gift cards can be used on anything in the store and across more than one order until the balance runs out. They are not redeemable for cash and cannot be returned because you changed your mind. Closing your account does not cancel an unredeemed balance.

If a gift card is lost, email support@sollaine.com with the order number and we will do what we can to help. Nothing in this clause affects your rights under the Australian Consumer Law in relation to products bought with a gift card.

17. Payment disputes and chargebacks

If something is wrong with your order, please contact us first at support@sollaine.com. We can almost always resolve it faster than a bank or PayPal dispute.

If you start a chargeback with your bank or card issuer, or open a dispute or claim in the PayPal Resolution Centre, we may provide that bank or PayPal with information about your order, including order details, tracking and delivery information and our correspondence with you, so that the dispute can be assessed.

A PayPal dispute is decided by PayPal under its own buyer protection programme and on its own timetable, which we do not control. A decision by PayPal is separate from your rights under the Australian Consumer Law.

Starting a chargeback or a dispute does not affect your rights under the Australian Consumer Law, and nothing in this clause prevents you from contacting your bank or PayPal.

18. Your account and use of our website

You may be able to create an account on our website. You are responsible for keeping your login details secure and for activity that takes place under your account. Tell us promptly if you believe your account has been used without your permission.

When using our website, you must not:

use it for any unlawful purpose
attempt to gain unauthorised access to any part of it
introduce malicious code or interfere with its operation
scrape, harvest or systematically copy its content
place orders using false details or someone else's payment method

We may suspend or close an account where these Terms & Conditions have been seriously or repeatedly breached, for example where an account is used for fraud, for unlawful activity, or to attack our website. Unless it is unlawful or unsafe to do so, we will tell you first, explain why and give you a reasonable chance to put it right. Closing an account does not cancel an order we have already accepted, does not cancel any unredeemed gift card balance, and does not affect your rights under the Australian Consumer Law.

19. Marketing emails and messages

We send marketing messages only to people who have expressly asked to receive them. Placing an order does not add you to our marketing list: you have to opt in, and the box is never pre-ticked.

Every marketing email and SMS identifies Sollaine as the sender, gives our correct contact details, and includes a working unsubscribe link or reply-to-stop instruction. The unsubscribe facility stays working for at least 30 days after we send the message, costs you nothing beyond your normal internet or message charge, and we action every unsubscribe request within 5 working days and usually immediately.

Emails and messages about an order you have placed, such as order confirmations, shipping notifications and service messages, are not marketing. We send them for as long as they are needed to complete your order, and they continue even if you unsubscribe from marketing.

20. Privacy

We collect and use personal information in order to process orders, deliver them, provide customer service and, where you have asked for it, send marketing.

To deliver your order we share the delivery details you provide with our fulfilment and delivery partners. Because those partners operate internationally, this involves your information being handled outside Australia. If you have asked to receive marketing from us, your contact details and email history are also held for us by our email platform in the United States.

How we handle personal information is described in our Privacy Policy, which forms part of these Terms & Conditions.

21. Reviews and customer content

If you submit a review, photograph, comment or other content to us or to our social media accounts, you confirm that it is your own honest opinion and your own content, and that it does not infringe anyone else's rights.

You give us a non-exclusive, royalty-free licence to use, display and reproduce that content in connection with our products and marketing, worldwide, for as long as you allow it, with attribution to your first name or handle where practical. You can withdraw that permission at any time by emailing support@sollaine.com and we will stop using it within a reasonable time, although we may not be able to recall material already printed or already published by others.

We may decline to publish content that is unlawful, abusive, discriminatory, misleading or unrelated to the product. We do not write, buy or edit reviews to change their meaning.

22. Intellectual property

Unless stated otherwise, the content on the Sollaine website belongs to Sollaine or is used with permission. This includes product photographs, videos, the Sollaine name and logo, written content, graphics and website layouts.

You may not copy, reproduce, sell, republish or commercially use our content without our prior written permission.

23. Website availability

We aim to keep the website available and accurate, but we do not guarantee uninterrupted access.

We may temporarily suspend, update or restrict the website for maintenance, security, technical or operational reasons.

We are not responsible for loss caused solely by an interruption outside our reasonable control, except where liability cannot lawfully be excluded.

24. Our responsibility to you

Nothing in these Terms & Conditions excludes, restricts or modifies the consumer guarantees under the Australian Consumer Law, our liability under Part 3-5 of the Australian Consumer Law for goods with a safety defect, our liability for death or personal injury, or any other liability that cannot lawfully be excluded or limited.

Subject to that, we are responsible to you for loss or damage that is a reasonably foreseeable result of us breaking this contract or failing to use reasonable care and skill. We are not responsible for loss or damage that was not reasonably foreseeable when you placed your order.

A remedy may not be available to the extent that the problem was caused by:

misuse or accidental damage
improper storage
contact with perfume, cosmetics, cleaning products, chlorine or salt water
failure to follow the care instructions supplied
alterations or repairs carried out by anyone other than us
normal wear and tear, including gradual wear of plating

This does not limit your rights where a product was not of acceptable quality or not sufficiently durable, for example where plating wears away sooner than a reasonable customer would expect for a product of that kind and price.

25. Events outside our reasonable control

We are not responsible for a delay caused by an event outside our reasonable control.

Where such an event materially affects your order, we will make reasonable efforts to tell you, to limit the delay and to offer an appropriate alternative where one is possible.

Where we cannot fulfil an accepted order within a reasonable period, you may contact us to cancel it and receive a refund for the products that were not delivered.

26. Complaints

Complaints can be sent to support@sollaine.com. Please include your order number and a clear description of the issue.

We aim to acknowledge a complaint within 48 hours and to resolve it within a reasonable period.

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

27. Governing law and where you can bring a claim

These Terms & Conditions are governed by the laws of the Netherlands, where Sollaine is established.

This choice of law does not remove or reduce the protection of the mandatory consumer laws that apply where you live, including the Australian Consumer Law. If you are a consumer in Australia, you keep the benefit of those laws in full.

You may bring proceedings in the courts of your State or Territory in Australia, or in the courts of the Netherlands. We will bring any proceedings against you only in the courts of your State or Territory in Australia.

28. General

If any part of these Terms & Conditions is found to be invalid, unlawful or unenforceable, the remaining provisions continue to apply. The invalid provision will be interpreted or replaced, where possible, in a way that most closely reflects its original lawful purpose.

We may transfer our rights and obligations under these Terms & Conditions to another business only where doing so will not reduce the rights you have under this contract or under the Australian Consumer Law, and only where that business is able to perform our obligations to you. We will tell you in writing before a transfer takes effect, and if it would adversely affect you, you may cancel and we will refund you in full for anything not yet delivered. You may not transfer your rights or obligations without our written consent, which we will not unreasonably withhold.

A delay by us in enforcing a term does not mean we give up the right to enforce it later.

These Terms & Conditions, together with our Shipping Policy, Return & Refund Policy, Privacy Policy and the information on the product page for each item you buy, form the agreement between you and us in relation to your order. Nothing in this clause limits your rights in respect of any statement we have made to you about a product, or affects our responsibility for misleading or deceptive conduct.