Returns & Refunds
For Consumer:
1. Return Timeframe
Returns are accepted within 30 days from the delivery date.
2. Return Shipping Costs
The return shipping fee must be covered by the customer. We can provide prepaid return labels (USPS) to U.S. customers for a fee of 15% of the product price.
Easy Return Protection Fee: Only U.S. customers can purchase our "Easy Return Guarantee" service for $8.00 to enjoy a hassle-free return experience, which includes a prepaid return label and priority processing.
Environmental Return Processing Fee
At SOLACE, we are committed to reducing our environmental footprint. To offset the additional carbon emissions and packaging waste caused by large-volume returns, a return processing fee applies to multi-item returns.
| Items Returned | Processing Fee |
|---|---|
| 0 – 3 items | 0% of item value |
| 4 – 9 items | 10% of item value |
| 10 – 19 items | 15% of item value |
| 20+ items | 25% of item value |
Note:
1. This fee does not apply to items returned due to quality defects or order errors on our part.
2. We may charge a return processing fee, the exact amount of which depends on the condition of the returned goods and related circumstances. The refund amount will be reduced by the applicable return processing fee.
3. Return Conditions and Restrictions
The item(s) and any free gifts must be returned in their original, unused, and unwashed condition, with the original tags attached.
Special category notes:
For swimwear, bodysuits, and lingerie returns, the hygiene liner must remain intact.
The following items are non-returnable due to hygiene concerns: underwear, bras, shapewear, and any other items marked "non-returnable" on the product page.
3.2 Non-Quality Issue Definitions
The following situations are not considered quality defects:
Loose threads, raw edges, thickness or texture differences;
Color variations due to monitor display differences;
Returns caused by personal dissatisfaction with style/color or sizing choices;
Damages resulting from use, washing, improper maintenance, self-modification, or human error.
4. Return Process
4.1 Application Provision
Submit a return request and select a return reason via your order page. Our customer service team will send you an email regarding return guidelines.
4.2 Gift Return Policy
For partial returns, you may keep the free gift. For full-order returns, the gift must be returned along with the items.
5. Additional Notes
Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and initiate a return.
If our emails do not reach your inbox, please check your Spam/Junk folder and mark them as "Not Spam" to guarantee successful future deliveries.
Refer to our size chart when purchasing. Our team provides recommendations only, and sizing-related returns are not considered quality issues.
Ensure that your return package includes only items from SOLACE.
Refunds
What is the refund method?
The refund will be sent to the original form of payment based on the refund method you chose.
If you did not select a refund method, we will proceed according to your choice in the refund record.
When will I receive my refund?
Once the refund has been processed, you will receive a refund notification email. Refund time depends on your refund method and bank.
Credit/Debit Card: within 15 business days
For security reasons, refunds will only be processed to the original card from which the payment was deducted.
If your original card has expired or is no longer valid, you may contact the card issuer (your bank or card company) for assistance; they will still be able to receive the money on your behalf.
Why is the received amount less than the refund amount?
The bank charges a commission fee.
The exchange rate has changed compared to that of the payment rate.
Refunds are used to deduct installment fees.
The refund is for the actual price paid, not the sale price.
If you receive less than the original amount, you may contact your bank to check the above scenarios.
Note: The original shipping fee and handling fee are non-refundable.