Solace

<div data-message-author-role="assistant" data-message-id="8ac61b63-4b4d-457e-8dae-e30e8b213973" dir="auto" data-message-model-slug="gpt-5" id="isPasted"><p data-start="0" data-end="307" data-is-last-node data-is-only-node>Yes, your existing points will transfer unchanged to our new loyalty programme, and the 100 points = &#xA3;1 redemption rate will remain the same. Your Platinum VIP membership will also stay active and continue as normal.</p></div>

Yes, your existing points will transfer unchanged to our new loyalty programme, and the 100 points = £1 redemption rate will remain the same. Your Platinum VIP membership will also stay active and continue as normal.

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

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?

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?

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?

Will my existing points and Platinum VIP membership carry over to the new programme?Updated 3 months ago