.srp-page {
--srp-primary: #AF7965;
--srp-accent: #EABD83;
--srp-text: #302a27;
--srp-muted: #746b66;
--srp-dark: #2d2724;
--srp-line: rgba(175, 121, 101, 0.27);
--srp-accent-line: rgba(234, 189, 131, 0.6);
width: 100%;
margin: 0;
padding: 0;
color: var(--srp-text);
font-family: Arial, Helvetica, sans-serif;
line-height: 1.7;
}
.srp-page h1,
.srp-page h2,
.srp-page h3,
.srp-page h4,
.srp-page p,
.srp-page ul,
.srp-page ol,
.srp-page table,
.srp-page blockquote {
margin-top: 0;
}
.srp-top-line {
width: 100%;
height: 7px;
background: linear-gradient(
90deg,
var(--srp-primary) 0%,
var(--srp-primary) 38%,
var(--srp-accent) 38%,
var(--srp-accent) 100%
);
}
.srp-container {
width: min(1180px, calc(100% - 40px));
margin: 0 auto;
}
.srp-hero {
display: grid;
grid-template-columns: minmax(0, 1.12fr) minmax(320px, 0.88fr);
border-bottom: 1px solid var(--srp-line);
}
.srp-hero-main {
padding: 54px 65px 52px 0;
}
.srp-eyebrow {
display: flex;
align-items: center;
gap: 11px;
margin-bottom: 17px;
color: var(--srp-primary);
font-size: 10px;
font-weight: 700;
letter-spacing: 0.2em;
text-transform: uppercase;
}
.srp-eyebrow::before {
content: "";
width: 40px;
height: 2px;
background: var(--srp-accent);
}
.srp-hero h1 {
margin-bottom: 21px;
font-family: Georgia, "Times New Roman", serif;
font-size: clamp(48px, 6.5vw, 82px);
line-height: 0.93;
letter-spacing: -0.05em;
font-weight: 500;
}
.srp-hero h1 em {
display: block;
color: var(--srp-primary);
font-style: italic;
font-weight: 400;
}
.srp-hero-copy {
max-width: 750px;
margin-bottom: 0;
color: var(--srp-muted);
font-size: 14px;
}
.srp-hero-summary {
padding: 45px 36px;
color: #ffffff;
background: var(--srp-dark);
display: flex;
flex-direction: column;
justify-content: center;
}
.srp-hero-summary > span {
margin-bottom: 17px;
color: var(--srp-accent);
font-size: 10px;
font-weight: 700;
letter-spacing: 0.17em;
text-transform: uppercase;
}
.srp-hero-summary strong {
display: block;
margin-bottom: 10px;
font-family: Georgia, "Times New Roman", serif;
font-size: 29px;
line-height: 1.2;
font-weight: 500;
}
.srp-hero-summary p {
margin-bottom: 21px;
color: rgba(255, 255, 255, 0.72);
font-size: 11px;
}
.srp-request-link {
display: inline-flex;
width: fit-content;
min-height: 43px;
padding: 9px 18px;
border: 1px solid var(--srp-accent);
align-items: center;
justify-content: center;
color: #ffffff;
text-decoration: none;
font-size: 9px;
font-weight: 700;
letter-spacing: 0.08em;
text-transform: uppercase;
transition: color 0.2s ease, background 0.2s ease;
}
.srp-request-link:hover {
color: var(--srp-dark);
background: var(--srp-accent);
}
.srp-quick-facts {
display: grid;
grid-template-columns: repeat(5, 1fr);
border-bottom: 1px solid var(--srp-line);
}
.srp-fact {
min-height: 125px;
padding: 23px 20px;
border-right: 1px solid var(--srp-line);
}
.srp-fact:last-child {
border-right: 0;
}
.srp-fact span {
display: block;
margin-bottom: 8px;
color: var(--srp-accent);
font-family: Georgia, "Times New Roman", serif;
font-size: 20px;
}
.srp-fact strong {
display: block;
margin-bottom: 5px;
color: var(--srp-primary);
font-size: 10px;
letter-spacing: 0.06em;
text-transform: uppercase;
}
.srp-fact p {
margin-bottom: 0;
color: var(--srp-muted);
font-size: 10px;
line-height: 1.5;
}
.srp-section {
padding: 66px 0;
border-bottom: 1px solid var(--srp-line);
}
.srp-heading {
display: grid;
grid-template-columns: 230px minmax(0, 1fr);
gap: 65px;
margin-bottom: 37px;
}
.srp-heading-index {
padding-top: 13px;
border-top: 3px solid var(--srp-accent);
}
.srp-heading-index span {
display: block;
margin-bottom: 7px;
color: var(--srp-primary);
font-size: 9px;
font-weight: 700;
letter-spacing: 0.16em;
text-transform: uppercase;
}
.srp-heading-index strong {
color: var(--srp-text);
font-family: Georgia, "Times New Roman", serif;
font-size: 29px;
font-weight: 400;
}
.srp-heading h2 {
margin-bottom: 13px;
font-family: Georgia, "Times New Roman", serif;
font-size: clamp(31px, 4vw, 50px);
line-height: 1.07;
letter-spacing: -0.025em;
font-weight: 500;
}
.srp-heading p {
max-width: 810px;
margin-bottom: 0;
color: var(--srp-muted);
font-size: 13px;
}
.srp-eligibility {
display: grid;
grid-template-columns: repeat(4, 1fr);
gap: 13px;
}
.srp-eligibility-card {
min-height: 250px;
padding: 25px;
border: 1px solid var(--srp-line);
position: relative;
}
.srp-eligibility-card::before {
content: "";
position: absolute;
top: -1px;
left: -1px;
width: 62px;
height: 4px;
background: var(--srp-accent);
}
.srp-eligibility-card span {
display: block;
margin-bottom: 31px;
color: var(--srp-accent);
font-family: Georgia, "Times New Roman", serif;
font-size: 22px;
}
.srp-eligibility-card h3 {
margin-bottom: 9px;
color: var(--srp-primary);
font-family: Georgia, "Times New Roman", serif;
font-size: 20px;
line-height: 1.25;
font-weight: 500;
}
.srp-eligibility-card p {
margin-bottom: 0;
color: var(--srp-muted);
font-size: 11px;
}
.srp-decision-note {
margin-top: 21px;
padding: 16px 19px;
border-left: 3px solid var(--srp-accent);
color: var(--srp-muted);
font-size: 11px;
}
.srp-process {
display: grid;
grid-template-columns: 0.72fr 1.28fr;
gap: 70px;
align-items: start;
}
.srp-process-intro {
position: sticky;
top: 20px;
}
.srp-process-intro h2 {
margin-bottom: 15px;
font-family: Georgia, "Times New Roman", serif;
font-size: clamp(31px, 4vw, 49px);
line-height: 1.08;
font-weight: 500;
}
.srp-process-intro p {
color: var(--srp-muted);
font-size: 12px;
}
.srp-process-warning {
margin-top: 23px;
padding: 18px;
border: 1px solid var(--srp-accent-line);
}
.srp-process-warning strong {
display: block;
margin-bottom: 6px;
color: var(--srp-primary);
font-family: Georgia, "Times New Roman", serif;
font-size: 18px;
font-weight: 500;
}
.srp-process-warning span {
color: var(--srp-muted);
font-size: 10px;
}
.srp-process-list {
counter-reset: srp-step;
border-top: 1px solid var(--srp-line);
}
.srp-process-step {
counter-increment: srp-step;
display: grid;
grid-template-columns: 70px 210px minmax(0, 1fr);
gap: 22px;
padding: 25px 0;
border-bottom: 1px solid var(--srp-line);
}
.srp-process-step::before {
content: counter(srp-step, decimal-leading-zero);
color: var(--srp-accent);
font-family: Georgia, "Times New Roman", serif;
font-size: 27px;
line-height: 1;
}
.srp-process-step h3 {
margin-bottom: 0;
color: var(--srp-primary);
font-family: Georgia, "Times New Roman", serif;
font-size: 20px;
font-weight: 500;
}
.srp-process-step p {
margin-bottom: 0;
color: var(--srp-muted);
font-size: 12px;
}
.srp-rules-grid {
display: grid;
grid-template-columns: 1fr 1fr;
gap: 21px;
}
.srp-rule-panel {
padding: 28px;
border-top: 4px solid var(--srp-accent);
border-right: 1px solid var(--srp-line);
border-bottom: 1px solid var(--srp-line);
border-left: 1px solid var(--srp-line);
}
.srp-rule-panel:nth-child(2n) {
border-top-color: var(--srp-primary);
}
.srp-rule-panel span {
display: block;
margin-bottom: 23px;
color: var(--srp-accent);
font-family: Georgia, "Times New Roman", serif;
font-size: 21px;
}
.srp-rule-panel h3 {
margin-bottom: 11px;
color: var(--srp-primary);
font-family: Georgia, "Times New Roman", serif;
font-size: 23px;
font-weight: 500;
}
.srp-rule-panel p,
.srp-rule-panel li {
color: var(--srp-muted);
font-size: 12px;
}
.srp-rule-panel p {
margin-bottom: 10px;
}
.srp-rule-panel ul {
margin-bottom: 0;
padding-left: 18px;
}
.srp-rule-panel li {
margin-bottom: 6px;
}
.srp-table-wrap {
overflow-x: auto;
border-top: 4px solid var(--srp-primary);
}
.srp-table {
width: 100%;
min-width: 760px;
border-collapse: collapse;
}
.srp-table th,
.srp-table td {
padding: 16px;
border-right: 1px solid var(--srp-line);
border-bottom: 1px solid var(--srp-line);
text-align: left;
vertical-align: top;
}
.srp-table th:first-child,
.srp-table td:first-child {
border-left: 1px solid var(--srp-line);
}
.srp-table th {
color: var(--srp-primary);
font-size: 10px;
letter-spacing: 0.07em;
text-transform: uppercase;
}
.srp-table td {
color: var(--srp-muted);
font-size: 11px;
}
.srp-table td strong {
color: var(--srp-text);
}
.srp-refund-layout {
display: grid;
grid-template-columns: minmax(0, 1.15fr) minmax(300px, 0.85fr);
gap: 55px;
align-items: start;
}
.srp-refund-articles {
border-top: 1px solid var(--srp-line);
}
.srp-refund-article {
display: grid;
grid-template-columns: 55px minmax(0, 1fr);
gap: 17px;
padding: 21px 0;
border-bottom: 1px solid var(--srp-line);
}
.srp-refund-article > span {
color: var(--srp-accent);
font-family: Georgia, "Times New Roman", serif;
font-size: 21px;
}
.srp-refund-article h3 {
margin-bottom: 7px;
color: var(--srp-primary);
font-family: Georgia, "Times New Roman", serif;
font-size: 19px;
font-weight: 500;
}
.srp-refund-article p {
margin-bottom: 0;
color: var(--srp-muted);
font-size: 11px;
}
.srp-refund-summary {
padding: 27px;
color: #ffffff;
background: var(--srp-dark);
}
.srp-refund-summary > span {
display: block;
margin-bottom: 20px;
color: var(--srp-accent);
font-size: 9px;
font-weight: 700;
letter-spacing: 0.15em;
text-transform: uppercase;
}
.srp-refund-summary h3 {
margin-bottom: 14px;
font-family: Georgia, "Times New Roman", serif;
font-size: 27px;
line-height: 1.2;
font-weight: 500;
}
.srp-refund-summary p {
color: rgba(255, 255, 255, 0.72);
font-size: 11px;
}
.srp-refund-summary ul {
margin-bottom: 0;
padding-left: 18px;
}
.srp-refund-summary li {
margin-bottom: 7px;
color: rgba(255, 255, 255, 0.72);
font-size: 10px;
}
.srp-statutory {
display: grid;
grid-template-columns: 0.82fr 1.18fr;
gap: 62px;
align-items: center;
}
.srp-statutory-title {
padding: 33px;
border: 1px solid var(--srp-accent-line);
}
.srp-statutory-title span {
display: block;
margin-bottom: 13px;
color: var(--srp-primary);
font-size: 9px;
font-weight: 700;
letter-spacing: 0.16em;
text-transform: uppercase;
}
.srp-statutory-title h2 {
margin-bottom: 14px;
font-family: Georgia, "Times New Roman", serif;
font-size: clamp(30px, 4vw, 47px);
line-height: 1.08;
font-weight: 500;
}
.srp-statutory-title p {
margin-bottom: 0;
color: var(--srp-muted);
font-size: 12px;
}
.srp-statutory-copy {
border-top: 3px solid var(--srp-accent);
}
.srp-statutory-copy article {
padding: 20px 0;
border-bottom: 1px solid var(--srp-line);
}
.srp-statutory-copy h3 {
margin-bottom: 7px;
color: var(--srp-primary);
font-family: Georgia, "Times New Roman", serif;
font-size: 19px;
font-weight: 500;
}
.srp-statutory-copy p {
margin-bottom: 0;
color: var(--srp-muted);
font-size: 11px;
}
.srp-faq {
display: grid;
grid-template-columns: 1fr 1fr;
gap: 0 40px;
}
.srp-faq-column {
border-top: 1px solid var(--srp-line);
}
.srp-faq details {
padding: 18px 0;
border-bottom: 1px solid var(--srp-line);
}
.srp-faq summary {
padding-right: 28px;
cursor: pointer;
list-style: none;
position: relative;
font-family: Georgia, "Times New Roman", serif;
font-size: 18px;
line-height: 1.4;
}
.srp-faq summary::-webkit-details-marker {
display: none;
}
.srp-faq summary::after {
content: "+";
position: absolute;
top: 0;
right: 1px;
color: var(--srp-primary);
font-family: Arial, Helvetica, sans-serif;
font-size: 20px;
}
.srp-faq details[open] summary::after {
content: "–";
}
.srp-faq p {
margin: 12px 28px 0 0;
color: var(--srp-muted);
font-size: 11px;
}
.srp-contact {
display: grid;
grid-template-columns: minmax(0, 1fr) auto;
gap: 42px;
padding: 52px 0;
align-items: center;
}
.srp-contact h2 {
margin-bottom: 9px;
font-family: Georgia, "Times New Roman", serif;
font-size: clamp(28px, 3.5vw, 42px);
font-weight: 500;
}
.srp-contact p {
max-width: 780px;
margin-bottom: 0;
color: var(--srp-muted);
font-size: 12px;
}
.srp-contact a {
display: inline-flex;
min-height: 46px;
padding: 10px 22px;
border: 1px solid var(--srp-primary);
align-items: center;
justify-content: center;
color: #ffffff;
background: var(--srp-primary);
text-decoration: none;
font-size: 10px;
font-weight: 700;
letter-spacing: 0.08em;
text-transform: uppercase;
}
.srp-contact a:hover {
color: var(--srp-primary);
background: transparent;
}
.srp-footer-note {
padding: 20px 0 27px;
border-top: 1px solid var(--srp-line);
color: var(--srp-muted);
font-size: 10px;
line-height: 1.65;
}
@media (max-width: 980px) {
.srp-hero {
grid-template-columns: 1fr;
}
.srp-hero-main {
padding: 45px 0;
}
.srp-quick-facts {
grid-template-columns: repeat(3, 1fr);
}
.srp-fact:nth-child(3) {
border-right: 0;
}
.srp-fact:nth-child(-n+3) {
border-bottom: 1px solid var(--srp-line);
}
.srp-heading,
.srp-process,
.srp-refund-layout,
.srp-statutory {
grid-template-columns: 1fr;
gap: 35px;
}
.srp-process-intro {
position: static;
}
.srp-eligibility {
grid-template-columns: repeat(2, 1fr);
}
}
@media (max-width: 680px) {
.srp-container {
width: min(100% - 28px, 1180px);
}
.srp-hero-main {
padding: 35px 0 38px;
}
.srp-hero h1 {
font-size: 45px;
}
.srp-hero-summary {
padding: 32px 24px;
}
.srp-request-link {
width: 100%;
box-sizing: border-box;
}
.srp-quick-facts,
.srp-eligibility,
.srp-rules-grid,
.srp-faq {
grid-template-columns: 1fr;
}
.srp-fact,
.srp-fact:nth-child(3) {
border-right: 0;
border-bottom: 1px solid var(--srp-line);
}
.srp-section {
padding: 52px 0;
}
.srp-process-step {
grid-template-columns: 44px 1fr;
gap: 11px 15px;
}
.srp-process-step p {
grid-column: 2;
}
.srp-statutory-title {
padding: 25px 21px;
}
.srp-contact {
grid-template-columns: 1fr;
}
.srp-contact a {
width: 100%;
box-sizing: border-box;
}
}
Solenne Studio Customer Policy
Return
Policy.
We want customers to feel confident when ordering from Solenne
Studio. This Return Policy explains the conditions, deadlines and
procedures that apply when requesting a return, exchange, refund or
resolution for an item purchased through solennestudio.store.
Return Request Window
14 calendar days after confirmed delivery.
Contact us before sending any product back. Products returned without
authorization or sent to an unapproved address may be delayed,
refused or returned to the sender.
Start a Return Request
01
Request Deadline
Submit an eligible return request within 14 calendar days of delivery.
02
Original Condition
Items must be unworn, unused and returned with original packaging.
03
Authorization Required
Contact Solenne Studio and wait for return instructions before shipping.
04
Return Shipping
Customers generally pay return shipping for change-of-mind returns.
05
Refund Method
Approved refunds are normally issued to the original payment method.
Return Review
01
Is your product eligible for return?
A return request is reviewed according to the request date, product
type, condition of the item, reason for return and any mandatory
consumer rights applying to the order.
01
The request is submitted on time
The return request must normally be submitted within 14 calendar
days after the carrier confirms delivery of the order or, where
applicable, delivery of the final item in the order.
02
The product remains unused
The item must be unworn, unused, unwashed and free from perfume,
cosmetics, stains, odors, hair, damage or other signs of wear.
03
The original presentation is included
Original cards, pouches, boxes, labels, protective materials,
accessories and other included packaging should be returned with
the product.
04
The item is not excluded
Personalized, final-sale, worn or hygiene-restricted products may
be excluded from change-of-mind returns as described below.
Return authorization confirms that we are willing to receive the item
for inspection. It does not guarantee that a refund will be approved
before the returned product has been received and reviewed.
Return Procedure
How to submit and complete a return.
Follow each step carefully. Sending a product before receiving
instructions can result in delivery to the wrong location or make
the return difficult to identify.
Do not use the parcel’s sender address.
The address printed on the original shipment might not be the
authorized return facility. The correct address is provided after
your request is reviewed.
Contact Solenne Studio
Email suppor@solennestudio.store within the applicable return
period. Include your full name, order number, product name,
quantity and reason for requesting the return.
Provide supporting details
For an incorrect, damaged or defective item, include clear
photographs of the product, packaging and shipping label. Do not
discard packaging before the review is complete.
Wait for authorization
We will review the request and, when eligible, send return
instructions and the approved return address. Additional
information may be requested before authorization.
Pack the item securely
Protect the jewelry and include all original presentation
materials. Items damaged because of inadequate return packaging
may not qualify for a full refund.
Ship within the authorized period
Unless different instructions are provided, the return should be
shipped within 14 calendar days after authorization. We recommend
using a trackable shipping service.
Inspection and resolution
After delivery to the approved facility, the returned item is
inspected. We will then confirm whether the return is approved,
partially approved or declined.
Return Conditions
02
Products that cannot normally be returned.
The exclusions below apply to change-of-mind returns. They do not
remove remedies required by law when a product is damaged,
defective, unsafe or materially different from the confirmed order.
01
Personalized and customized products
Products made or altered according to customer instructions are
generally final sale once production or personalization has begun.
- Custom names, initials or messages.
- Customer-selected design combinations.
- Specially produced colors or specifications.
- Made-to-order products identified as non-returnable.
02
Worn or hygiene-sensitive earrings
Earrings that have been worn, inserted or otherwise used cannot
normally be accepted for change-of-mind return.
Where a product is supplied in hygiene-sealed packaging, removing
or breaking the seal may make the product non-returnable where
permitted by applicable law.
03
Products showing customer-caused damage
A product may be ineligible for return or may receive a reduced
refund when it shows damage caused after delivery, including:
- Improper storage or cleaning.
- Exposure to water, perfume or chemicals.
- Bending, pulling, crushing or accidental impact.
- Missing components or packaging.
04
Final-sale and excluded products
Products clearly marked “Final Sale,” non-returnable or otherwise
excluded before checkout cannot normally be returned because of a
change of mind.
Gift cards and products received as part of a non-returnable
promotional offer may also be excluded where permitted by law.
Resolution Guide
03
How different return reasons are handled.
The appropriate resolution depends on why the product is being
returned and whether the issue was caused before or after delivery.
| Return Reason |
Typical Eligibility |
Return Shipping |
Possible Resolution |
| Changed mind |
Eligible when requested on time and returned unused in original
condition.
|
Normally paid by the customer.
|
Refund of the eligible product price after inspection.
|
| Ordered the wrong style |
May be eligible if the product is not personalized, worn or
excluded.
|
Normally paid by the customer.
|
Return and refund, followed by a separate new order.
|
| Incorrect product received |
Reviewed using order details and photographs.
|
Covered or arranged by Solenne Studio when the claim is approved.
|
Replacement, correct item, refund or another agreed solution.
|
| Item arrived damaged |
Reviewed using photographs of the product and packaging.
|
Covered or arranged by Solenne Studio when approved.
|
Replacement, repair where appropriate, partial refund or full refund.
|
| Product is defective |
Reviewed according to the reported defect and applicable law.
|
Determined after review.
|
Repair, replacement, price adjustment or refund.
|
| Natural material variation |
Not automatically considered a defect when consistent with the
product description.
|
Customer responsibility if accepted as a change-of-mind return.
|
Reviewed according to product condition and listing information.
|
| Personalized item |
Normally non-returnable unless damaged, defective or produced
differently from confirmed instructions.
|
Determined according to the reason for return.
|
Correction, replacement or refund when the claim is approved.
|
| Package or item missing |
Managed as an order or delivery investigation rather than a
standard return.
|
Not applicable until the investigation is completed.
|
Replacement, refund or carrier investigation where appropriate.
|
01
Return shipping costs
Customers are generally responsible for return shipping when
returning an eligible product because of preference, style or a
change of mind. Return shipping is covered or arranged by
Solenne Studio when an approved return results from our error
or a qualifying product issue.
02
Original delivery charges
Original shipping charges are generally non-refundable for a
change-of-mind return. Where statutory withdrawal rights apply,
outbound delivery costs will be handled as required by the
applicable law.
03
Inspection and deductions
A refund may be reduced or declined if the product is worn,
damaged, incomplete or handled beyond what is reasonably
necessary to inspect it, where such a deduction is permitted by
law.
04
Refund destination
Approved refunds are normally issued to the original payment
method. We cannot normally redirect a refund to a different
card, bank account or payment provider.
05
Payment-provider processing
After a refund is submitted, the bank or payment provider may
require additional time before the credit appears in the
customer’s account.
06
Unclaimed or unauthorized returns
Products sent without authorization, without identifying order
information or to the wrong address may be delayed or refused.
Additional delivery costs may apply if an unauthorized parcel
must be returned to the sender.
Refund Summary
Refunds begin after the returned product is received and reviewed.
An email notification will normally be sent after the return has
been assessed and the approved resolution has been processed.
- Refunds are normally returned to the original payment method.
- Return shipping is not normally reimbursed for preference returns.
- Original expedited shipping is normally non-refundable.
- Bank posting times are outside Solenne Studio’s control.
- Mandatory statutory refund rights remain unaffected.
Additional Terms
04
Exchanges, cancellations and international returns.
These situations may require additional steps depending on product
availability, order status and the customer’s location.
A
Exchanges
Direct exchanges depend on product availability and may not be
offered for every order or destination.
In many cases, the fastest method is to return the eligible original
item for a refund and place a separate order for the preferred
product.
B
Order cancellations
Cancellation requests should be submitted as soon as possible.
Cancellation cannot be guaranteed after preparation,
personalization, packing or fulfillment has begun.
An unfulfilled order and a delivered return are handled through
different processes.
C
International returns
International customers are responsible for following the provided
customs and return-shipping instructions.
Do not send a return with unpaid import fees, cash-on-delivery
charges or an inaccurate customs declaration. Unauthorized charges
may be deducted where permitted or the parcel may be refused.
D
Gifts
A refund is generally returned to the payment method used by the
original purchaser.
When a recipient requests help with a gift, we may need identifying
order information or authorization from the purchaser before
discussing payment details.
Consumer Protection
Mandatory legal rights take priority.
This Return Policy is intended to explain Solenne Studio’s standard
commercial return process. It does not remove, replace or reduce
consumer rights that cannot legally be waived.
EU and EEA customers
Eligible consumers may have a statutory right to withdraw from an
online purchase within 14 days after receiving the goods, subject
to legal conditions and exemptions. When an order contains
multiple deliveries, the statutory period may begin after
delivery of the final item.
Defective or non-conforming goods
Separate legal remedies may apply when a product is defective,
unsafe, damaged before delivery or materially different from the
agreed description. These remedies may continue beyond the
standard change-of-mind return window.
Regional differences
Return rights and exclusions differ between countries and
regions. Where local law gives a customer greater protection than
this policy, the legally required protection will apply.
Return FAQ
05
Frequently asked return questions.
For an order-specific answer, contact us with your order number and
the email address used during checkout.
How long do I have to request a return?
Eligible return requests should normally be submitted within 14
calendar days after confirmed delivery.
Can I return earrings after trying them on?
Worn or inserted earrings cannot normally be returned for hygiene
reasons. A sealed product may also become non-returnable after the
hygiene seal is removed where permitted by law.
Can I return a personalized product?
Personalized and customized products are generally final sale
unless they are damaged, defective or different from the confirmed
personalization instructions.
Where should I send my return?
Contact us first. The approved return address will be provided
after eligibility is reviewed. Do not automatically use the sender
address printed on the original parcel.
Do I need a tracking number?
We strongly recommend trackable return shipping. Customers remain
responsible for proving delivery of a change-of-mind return until
it reaches the authorized facility.
Can I return only part of my order?
Yes, when the individual product is eligible. Identify the exact
item and quantity in your return request.
Who pays for return shipping?
Customers normally pay return shipping for preference or
change-of-mind returns. We arrange or cover reasonable return
shipping for approved incorrect, damaged or defective-item claims.
Will my original shipping charge be refunded?
Original shipping is generally non-refundable for a standard
change-of-mind return. Mandatory statutory withdrawal rights may
require different treatment.
When will I receive my refund?
The return must first be delivered and inspected. After an approved
refund is submitted, the payment provider or bank controls when
the funds appear in your account.
Can my refund go to a different card?
Refunds are normally returned to the original payment method and
cannot be redirected to another card or bank account.
What if my item arrived damaged?
Contact us as soon as possible with your order number and clear
photographs of the product, packaging and shipping label. Keep all
packaging until the review is complete.
What if my return is rejected?
We will explain the reason when possible. An ineligible product
may be returned to the customer, and additional shipping charges
may apply where permitted.
Ready to request a return?
Email Solenne Studio with your full name, order number, product name,
reason for return and supporting photographs where relevant. Never
include full card numbers, passwords or banking login information.
Submit Return Request
