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Returns

Refunds and Exchanges

Whilst we really hope you love your Solillas, we of course understand if the fit isn’t quite right or you’ve had second thoughts. You can send the items you wish to return to our returns department within 28 days of receipt.

Returning an item is a simple process. Please click here to complete our Online Returns Form.

You will be emailed a CollectPlus label which you can pop on the front of your package and then drop it off at any of the 7,000 local stores offering CollectPlus services. To find your nearest CollectPlus store, just click here

If you are returning your item for a refund, the charge for this service is just £2.50 which will be deducted from your refund when your return has been processed. If you are exchanging your item, there is no charge for this service.

Should you be a non UK customer or don’t have CollectPlus near you, please use your local postage service. You’ll need to pay the return postage and for safety, we would recommend you use a recorded delivery service and keep the proof of postage. Your parcel is your responsibility until it reaches us and we can not accept liability for goods that get lost or damaged in transit.

Providing the items are received within 28 days of receipt in their original condition, we will initiate an exchange or refund of the original purchase cost (excluding P&P) or send out the new items. 

Frequently asked questions:

Why is there a charge to use the CollectPlus service?

Our fee covers a small proportion of our cost to enable us to provide you with a convenient service at a rate cheaper than that you would pay at the counter or via an alternative courier. We chose to offer free UK delivery and subsidised international delivery to all our customers, regardless of spend as opposed to free returns. This way all customers benefit.

The courier tracking information states that my return has arrived at your warehouse. Why have I not yet received confirmation of my refund?

Once your return arrives at our warehouse it gets sorted, inspected and checked in by our team. This process can take a day or so. If you've not received confirmation from us within three working days of your return arriving, please get in touch and we will investigate. 

I have had confirmation of my return but the refund has not yet appeared in my bank account.

Please note that it can take up to 28 days for the banks to process the refund and for it to appear in your account or back on your card.

 

A Mistake

As hard as we try to get everything spot on, sometimes we make a mistake. If we’ve sent you the incorrect item or there is a problem with the goods, please contact us:

info@solillas.com
+44 (0) 20 8144 0448

Depending on the problem, we’ll then either provide you with a refund, send you a replacement or the correct item. We’ll of course refund you for the costs you incur returning the item to us.