Refund policy
We accept return requests for eligible items within 30 calendar days after delivery, except for the non-returnable items listed below.
To be eligible, items must be unworn, unused, in the same condition in which they were received, with all original tags attached and in their original packaging. Proof of purchase is required.
To request a return, contact us at hello@solaialabel.com within 30 calendar days after delivery. Returns must be approved before they are sent. Items returned without approval or sent to an address not provided by us may not be accepted.
Submitting a return request within 30 days does not extend the return-shipping deadlines below.
Return deadlines
To qualify for a refund to your original payment method, your approved return must receive its first carrier tracking scan within 14 calendar days after we email your return approval and instructions.
Approved returns that receive their first carrier scan more than 14 days after approval, but no later than 30 days after approval, are eligible for store credit only, subject to inspection.
Returns that do not receive a carrier scan within 30 days after approval will expire and will not be accepted. Creating a shipping label without handing the package to the carrier does not count as shipping the return.
Order cancellations
Cancellation requests may be submitted within 24 hours after an order is placed. We will do our best to stop the order, but cancellation is not guaranteed once processing or fulfillment has begun. An order is only cancelled once we confirm it by email.
Return address and shipping
Approved returns must be sent to our designated international returns facility in China using the address provided in your return instructions. Returns must be sent using a tracked shipping service. Please keep your shipping receipt and tracking information until the return is completed.
Customers are responsible for return shipping costs for standard non-defective returns, including returns relating to fit, sizing, style, color preference, change of mind, or no longer needing the item.
We are not responsible for return packages that are lost, delayed, refused, sent to the wrong address, or affected by customs issues caused by incorrect or incomplete information supplied by the customer.
Damaged, defective, incorrect, or misdescribed items
Please contact us promptly with your order number and clear photos or other reasonable information showing the issue. Do not return the item until we provide instructions. These cases are reviewed separately and handled according to the circumstances and applicable consumer law.
Non-returnable items
Custom or personalized items and gift cards are non-returnable. Swimwear and underwear are also non-returnable for hygiene reasons where permitted by law. These exclusions do not affect any mandatory rights relating to damaged, defective, incorrect, or misdescribed goods.
Exchanges
We do not offer exchanges. If you would like a different size, color, or style, please return the eligible item in accordance with this policy and place a new order separately.
Refunds
Once your return is received and inspected, we will notify you whether it has been approved.
Eligible returns shipped within the 14-day deadline will be refunded to the original payment method within 7 business days after approval. Eligible returns shipped after 14 days but within 30 days after approval will receive store credit only.
Store credit has no cash value and cannot be transferred or redeemed for cash, except where required by law.
Please note that your bank or card provider may require additional time to process and post an approved refund. If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at hello@solaialabel.com.
Consumer rights
Nothing in this policy limits any mandatory consumer rights available under applicable law, including rights relating to damaged, defective, incorrect, or misdescribed goods and any statutory cancellation rights that may apply.