Solace

If you&apos;re experiencing any issues with your loyalty account, don&apos;t worry, we&apos;re here to help.If your loyalty points haven&apos;t appeared in your account, your reward hasn&apos;t been applied correctly, or your redemption code isn&apos;t working, please contact our Customer Service team and we&apos;ll investigate the issue as quickly as possible.When you get in touch, please include:<ul data-spread="false"><li>Your order number (if applicable)</li><li>The email address linked to your loyalty account</li><li>A brief description of the issue you&apos;re experiencing</li><li>Any screenshots that may help us investigate (if available)</li></ul>You can contact us by emailing <a href="mailto:customerservice@solacejewellery.co.uk">customerservice@solacejewellery.co.uk</a>, and a member of our team will be happy to assist.<h3 id="can-i-combine-points-from-multiple-accounts">Can I combine points from multiple accounts?</h3>Yes. If you&apos;ve accidentally created more than one account or have loyalty points across multiple accounts, we can merge them for you.Simply email our Customer Service team with the email addresses linked to each account, and we&apos;ll verify the details before transferring your points into a single account.We&apos;re always happy to help ensure you receive the rewards you&apos;ve earned.

If you're experiencing any issues with your loyalty account, don't worry, we're here to help. If your loyalty points haven't appeared in your account, your reward hasn't been applied correctly, or your redemption code isn't working, please contact ou

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

Loyalty

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?

The backs of my earrings are loose what can I do?

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?

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?

I’m having trouble with my points, what should I do?Updated 8 days ago

Can I combine points from multiple accounts?