Refund policy
Returns and Refunds
We would rather you kept something because you love it than because you are stuck with it. If a piece is not right, sending it back is straightforward and changing your mind costs you nothing in fees.
30 days to decide
You have 30 days from the day your order arrives to send something back, and you do not have to give us a reason. Pieces should come back unworn and unwashed, with the tags still on and in the packaging they arrived in, together with any accessories or paperwork. Trying something on the way you would in a fitting room is fine and never costs you the refund.
There is no restocking fee. Not on any order, not on any item.
At a glance
Window: 30 days from delivery.
Condition: unworn, unwashed, tags attached, original packaging.
Restocking fee: £0.
Help: our team walks you through it from the first email.
Who pays the return postage
If something is faulty, damaged in transit, or simply not what you ordered — we cover the return in full. It costs you nothing.
If you have changed your mind — the return postage is yours, along with any duties or taxes charged on the way back. Delivery out to you was free, so there is no outbound charge to refund.
How to send something back
1. Write to us first. Email Info@solteri.co with your order number and what you are returning.
2. Wait for the return address. We issue it per return, so please hold off until it arrives. A parcel that turns up unannounced can go astray, and we cannot refund a return we are unable to identify.
3. Pack it properly. Back into its original packaging, with tags, accessories and any documents included.
4. Post it following the instructions in the email we send you.
Getting your money back
We check it: when your parcel reaches us we look it over against the conditions above.
We refund it: back to the payment method you used, within 14 days of the return arriving and usually well before that. Your bank may take a few days more to display it.
Reduced refunds: we may take something off where a piece has been handled beyond what was needed to check it — worn out of the house, washed, or damaged after delivery.
Swapping for another size or colour
Email Info@solteri.co before posting anything. Depending on what is in stock we will either swap the piece directly or refund you so you can reorder the size you want.
Cancelling before it ships
Email us within 24 hours of ordering, quoting your order number, and we will cancel and refund in full as long as the parcel has not left us. Once it has shipped, treat it as a return under the 30-day window above.
Faulty, damaged or wrong items
Send us your order number and a photo. We pay the costs, and you choose between a replacement and a full refund. This sits outside the 30-day change-of-mind window and is not capped at 30 days — the law protects you against faulty goods for considerably longer, and we honour that.
What cannot come back
For hygiene reasons, some pieces cannot be returned once the hygiene seal or protective strip has been removed, or once they have been worn. That covers swimwear, underwear, lingerie and bras, and any other item that is hygiene-sensitive by nature. These are marked on their product pages.
This applies only after the seal is broken. Sealed, unworn and unopened, these items come back under the ordinary 30-day terms like anything else, and the exclusion never applies to an item that reaches you faulty, damaged or incorrect — those are always covered.
We do not sell personalised or made-to-order goods, so nothing else is excluded.
If a refund has not landed
Check with your bank or card issuer first, as their processing can add a few days on top of ours. If it still has not appeared, email us and we will trace it.
Your legal right to cancel
On top of the 30-day policy above, the law gives you a right to cancel. You have 14 days from receiving the goods to tell us you are cancelling, without giving a reason, and another 14 days from that message to send them back.
Telling us is simple: any clear statement will do, and an email to Info@solteri.co is enough. The form below is available if you prefer it, but you are not required to use it. What matters for the deadline is that you send your message before the 14 days run out.
When you cancel, we refund everything you paid, including the standard delivery charge we applied, within 14 days of the goods reaching us back — or of the day you show us you have sent them, whichever comes first. It goes back to your original payment method and we charge you nothing for it. We may reduce it to reflect any drop in value caused by handling the goods more than was needed to check them.
This legal right does not apply to sealed hygiene-sensitive goods once the seal has been broken, as set out above.
Our own 30-day policy is more generous than this legal minimum. Use whichever suits you better.
Model cancellation form
Fill this in only if you want to cancel the contract.
To: Solteri, Zwanebloemlaan 300, 1087 JT Amsterdam, Netherlands — Info@solteri.co
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Order number:
Signature of consumer (only if this form is notified on paper):
Date:
Your statutory rights
Nothing on this page reduces the rights the law gives you as a consumer. Where this policy and the law disagree, the law wins.
Still have a question?
Have a look at our FAQ page or just write to the team.
Contact information
Email: info@solteri.co
Phone: +44 7440 353065
Opening hours: Monday to Friday, 9am – 5pm CET
We aim to reply within 24 hours.
Store name: Solteri
Business name: MEGALU RWS, s.r.o.
Registration ID: 21595950
Warehouse address: Zwanebloemlaan 300, 1087 JT Amsterdam, Netherlands