Customer Service

Returns & Exchanges

  • Return Window: We accept returns within 14 days of delivery for any reason. Items must be unused, unworn, and in original packaging (including boxes, pouches, and any certificates).
  • Exchanges: Exchanges are accepted within the 14-day window, subject to the same condition requirements as return.
  • Non-Returnable Items: Personalized/engraved pieces, final-sale items, and custom-made designs (see “Custom Orders”) are returnable only if there is a confirmed manufacturing defect.
  • Return Shipping:
    • Change-of-mind returns: customer pays return postage.
    • Defective/incorrect items: we cover return postage after verification.
  • How to Start a Return:
    • Account owner: Go to your account and request a return for the order. We will issue a Return Authorization (RA) and instructions with a return label. Unauthorized returns may be refused.
    • Checked out as a guest: Email us at service@soleviejewelry.com with your order number within the return window. We will issue a Return Authorization (RA) and instructions with a return label. Unauthorized returns may be refused.
  • Condition on Arrival: Upon receipt, our team will verify the condition. Failing to meet requirements may reduce the refund.
  • Refund Timing: Approved refunds are issued to the original payment method within 5–10 business days after inspection.

Warranty

  • Coverage: We provide a 12-month limited warranty from delivery against manufacturing defects in materials and craftsmanship. This does not cover damage caused by accident, abuse, improper use, normal wear and tear, loss/theft, or unauthorized repairs.
  • Remedy: For covered defects, we will repair or replace, or refund if a repair/replacement is not feasible.
  • Exclusions & Void: Any modification or repair performed by a third party without our written authorization will void this warranty.
  • How to Claim: Contact service@soleviejewelry.com with your order number, a description of the issue, and clear photos/video. We may request the item be returned for assessment. If confirmed as a manufacturing defect, we cover round-trip shipping.

Shipping & Production

  • Lead Time (USA): Orders ship within 15–20 business days from purchase. You will receive a shipping confirmation email with tracking when your order is dispatched. Orders will be delivered within 5 days from dispatch.
  • Carriers & Insurance: We ship with major carriers and insure all packages until delivery is confirmed. Signature may be required for high-value shipments.
  • Address Changes & Cancellations: We can accommodate address changes before shipment. Once an order enters production, cancellations may be limited—please contact us ASAP.

Contact

  • Email: service@soleviejewelry.com