If you need any assistance, our Customer Service team is here to help. Email us:customerservice@solacejewellery.co.uk. We recommend contacting us by email for any enquiries relating to orders, exchanges, returns, products, or general questions. Inclu

If you need any assistance, our Customer Service team is here to help.Email us: <a href="mailto:customerservice@solacejewellery.co.uk">customerservice@solacejewellery.co.uk</a>We recommend contacting us by email for any enquiries relating to orders, exchanges, returns, products, or general questions. Including your&#xA0;order number (where applicable) will help us assist you as quickly as possible.<h3 id="customer-service-hours">Customer Service Hours</h3>Our customer service team is available:<ul data-spread="false"><li>Monday to Friday</li><li>9:00am &#x2013; 4:00pm (UK time)</li></ul>Messages received outside of these hours will be responded to as soon as possible during our next working day.<h3 id="response-times">Response Times</h3>We aim to reply to all enquiries within&#xA0;48 hours. During particularly busy periods, such as sales, new product launches, or seasonal events, response times may be slightly longer, but please be assured that every message is answered in the order it is received.<h3 id="other-ways-to-contact-us">Other Ways to Contact Us</h3>You can also get in touch with us via:<ul data-spread="false"><li>Live Chat on our website</li><li>WhatsApp&#xA0; +44 7488 848765</li></ul>We&apos;ll always do our best to respond as quickly as possible across all channels.Thank you for your patience and for choosing Solace Jewellery.

What is the best way to contact you?

Yes, you're very welcome to contact us through our social media channels. Please note that if you send us a message via social media, you may receive an automated response directing you to contact our Customer Service team by email at:. customerservi

Yes, you&apos;re very welcome to contact us through our social media channels.Please note that if you send us a message via social media, you may receive an&#xA0;automated response directing you to contact our Customer Service team by email at:<a href="mailto:customerservice@solacejewellery.co.uk">customerservice@solacejewellery.co.uk</a>This helps ensure your enquiry reaches the correct team and can be dealt with as efficiently as possible.<h3 id="please-contact-us-through-one-channel">Please Contact Us Through One Channel</h3>To help us provide the quickest and most accurate response, we kindly ask that you&#xA0;use only one contact method for the same enquiry.For example, if you&apos;ve already emailed our Customer Service team, there&apos;s no need to send the same message via social media, WhatsApp, or Live Chat. Likewise, if you&apos;ve contacted us through one of these channels first, please avoid sending duplicate emails.Using a single communication channel helps us:<ul data-spread="false"><li>Prevent duplicate responses from different team members.</li><li>Keep all information relating to your enquiry in one place.</li><li>Resolve your query as quickly and efficiently as possible.</li></ul>Thank you for your understanding and cooperation, we&apos;re always happy to help and will respond as soon as we can.

Can I message on Instagram or Facebook?

Solace

Contact

Will I receive an order confirmation?

How long does it take for my order to be sent?

Will I receive a despatch confirmation?

Can I combine, amend, or cancel my order?

My address is incorrect, can it be changed?

I made a mistake with my email or order details. What now?

How is my order packaged?

I want to send someone a gift, what are my options?

Can I pay over the phone?

My Order

What are the delivery costs and times?

Can I have my order sent to an alternative address?

How can I track my order?

What should I do if my order hasn’t arrived?

I live outside of the UK, do I have to pay a customs charge?

Delivery

Reactions Can Happen (Even With Hypoallergenic Metals)

Can I return an item if I have had a reaction to it?

What other options do you have if I can’t wear Stainless Steel?

Reaction

What if an item is damaged or faulty?

What is your lifetime warranty?

I have been sent the wrong item, what should I do?

I have only received 1 earring, what should I do?

How can I return or exchange?

When will I receive my refund?

What happens to the jewellery I return?

Returns

How does the new loyalty programme work?

Do I need to create a new account to join the new loyalty programme?

How do I earn loyalty points under the new programme?

How do I redeem my loyalty points?

How does my tier status work and what are the benefits?

Will I be notified when I move up a tier?

Will my existing points and Platinum VIP membership carry over to the new programme?

What happens to my points or tier if I cancel or return an order?

Do my points expire?

I’m having trouble with my points, what should I do?

Loyalty

What is your jewellery made from?

Do you offer different lengths of post?

I previously saw an item on the website but now can’t find it. Will it come back in stock?