Solace

Customs duties will apply to any items imported into the following countries:&#xA0;Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Italy, Latvia, Lithuania, Poland, Portugal, Romania, Slovak Republic, Slovenia, and Spain. Customs duties will not apply to any items imported into the following countries (this means you will not have to pay any additional import duties on your order):&#xA0;Austria, Cyprus, France, Germany, Ireland, Luxembourg, Malta, Netherlands, Norway, Sweden, Switzerland and United States. Note: It is the customer&#x2019;s responsibility to check local customs regulations and charges before placing an order.

Customs duties will apply to any items imported into the following countries: Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Italy, Latvia, Lithuania, Poland, Portugal, Romania, Slovak Republic, Slovenia, and

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

Delivery

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?

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?

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

Do my points expire?

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?

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

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

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?

I live outside of the UK, do I have to pay a customs charge?Updated 3 months ago