Refund policy

RETURNS:

If you’re not completely satisfied with your purchase, we’re happy to offer a refund. Refunds are available within 7 days of receiving your item. Please note that all earrings are non-returnable for hygiene reasons so be sure to choose carefully. 
After this 7-day period, we can only offer an exchange for an item of equal value. For further details, please refer to our Exchanges section below.

Returned items must be in unused condition and in their original packaging. If an item is returned in unacceptable condition or is lost in transit (please ensure you get tracking), your request will not be accepted and the customer will be held responsible. 
Once we receive your return, we’ll inspect the product and process your refund within 48 hours.

EXCHANGES:

If you wish to exchange an item, please follow the return process outlined above and place a new order for the item(s) you’d like instead. 
Customers are responsible for shipping costs for exchanges, but we’ll send your replacement item free of charge.

Sol & Aura does not process or ship orders on public holidays, such orders will be processed on the next available business day.
If you need your item urgently, we recommend placing a new order to ensure faster delivery and avoid stock shortages.

To initiate an exchange, contact us at sol.aura.co@outlook.com to receive the returns/exchange form. Please allow up to 5 business days for processing, with an additional 3–7 business days for delivery.

RETURNS & EXCHANGES PROCESS:

For Australian orders, we accept returns and exchanges within 7 days of receiving your items for a change of mind, or at any time if the products are faulty. Follow these steps to return or exchange your item:

  1. Email sol.aura.co@outlook.com to request the return/exchange form.

  2. Repack your item in its original packaging (exactly as you received it).

  3. Return the item to the address provided along with your completed form.

For tracking purposes, we recommend retaining a tracking number for your return.

WHO PAYS FOR SHIPPING RETURNS?

Change of Mind Returns/Exchanges:
The customer is responsible for the cost of return shipping. However, any exchange item will be sent to you free of charge.

Faulty Products:
Initially, the customer is responsible for the return shipping cost. However, once the faulty product is received and assessed, the shipping cost will be refunded. Please provide a delivery receipt to ensure the refund is processed.

REFUND TIMELINE:

Once your return has been received, please allow up to 7 business days for the refund to be processed. The time it takes for the refund to appear in your account will depend on your financial institution.