Refund Policy

At Solène, we aim to provide the best experience for our customers, ensuring satisfaction with every purchase. We are dedicated to making our customers happy, and we approach each return with care and fairness. If you're not completely satisfied with your purchase, we are here to help.

How to Return an Item:

To start a return, please email our customer service team at hey@solene.com with the following details:

• Your Order Number
• The SKU or Item Name
• The Reason for Your Return

Our team will guide you through the return process and assist you every step of the way.

Return Timeline:

We’re confident that you’ll enjoy your new products, but if you're not satisfied, returns are accepted within 30 days for most items. For first-time customers purchasing a Deep Sleep Mask or Pillow Case, we offer an extended return period of 100 days. A return fee may apply, and you can choose to pay this during the return process. If this option isn't available, a voucher will be issued, and the return cost will be deducted from your refund. Refunds will be processed within 5-7 business days after we receive your return.

Eligibility for Returns:

To return an item, it must be in new, unused, unworn, and unwashed condition. It must also be in its original packaging. Items showing any signs of use, damage, or wear may not be accepted for return.

Return Fees:

If the item is damaged, defective (affecting its functionality), or you received the wrong color or size, the return fee will be waived. To avoid any delays in processing, please reach out to us within 7 days of receiving your order.

Refunds:

Refunds will be issued for the product price only. Shipping fees, including express or international shipping, are non-refundable.

Self-Service Returns:

If eligible, Solène offers a self-service return option. You’ll need to provide your order number and postal code. You can select your reason for the return, and if the return is for a refund or exchange, please let us know. After your request is processed, you’ll receive a return portal link, where you can enter your payment details to cover the return fee (price may vary based on carrier). A return label will be sent to your email. For international returns, we do not offer prepaid shipping labels, but we’ll direct you to a return warehouse in your country. For exchanges, once the return tracking shows progress, we’ll issue a gift card for the value of the returned item, which you can use to reorder the correct item.

Please note: Return fees are non-refundable unless your return falls under the exceptions listed above.

Exchanges:

Solène makes exchanges easy! Once we see that your return is on its way, we’ll issue a gift card for the value of the returned item. If a discount was applied at checkout, the gift card will reflect the discounted price. Shipping for the exchange item will be included in the gift card. If the new item costs more than the returned item, you’ll be responsible for the difference. If the new item is less expensive, we’ll refund you the difference.

Bundled Products:

For returns of bundle deals, all items in the bundle must be returned together. Individual products cannot be returned separately.

Non-Returnable Items:

Items marked as Final Sale cannot be returned. However, items purchased during a site-wide sale or promotion are eligible for return unless specifically noted otherwise.

Restocking Fees:

A 15% restocking fee will be applied for non-defective returns. This helps us cover the cost of processing and restocking the returned items. If you're ordering from a European country (DE, FR, IT, ES, NL, PL, BE), the restocking fee will not apply. To qualify for a return, items must be unused and in their original condition.