Refund policy

Thank You for Shopping with Soleo

We’re truly grateful you chose Soleo. Your confidence in every purchase means the world to us. That’s why we’ve crafted a return and refund policy grounded in transparency, fairness, and your complete satisfaction.

Return Policy Overview

You have 30 days from the date of your order to request a return.

To be eligible for a return, your item must be:

  • In the same condition as received
  • Unworn or unused
  • With original tags
  • In original packaging
  • Accompanied by a receipt or proof of purchase

To initiate a return, email us at Support@soleoco.com. For any general return questions, feel free to reach us at Contact US.

⚠️ Items returned without prior authorization will not be accepted.

How to Return an Item

Step 1: Contact Us
Submit a request through our Contact Form with:

  • Your order number
  • The item(s) you wish to return
  • A brief reason for the return
  • Photos of each side of the item(s)

We’ll respond within 1–2 business days with further instructions.

Step 2: Package & Ship
Securely pack your item. Return shipping costs are your responsibility and typically range from $20–$35 USD depending on location. You’re responsible for any customs fees, and we strongly recommend a trackable shipping service.

Step 3: Refund Processing
Once we receive and inspect your item, you'll receive a confirmation email. Refunds are processed to your original payment method within 7–14 business days. Original shipping fees are non-refundable.

Damaged or Incorrect Items

Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately so we can make it right.

Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable:

  • Lingerie, swimwear, and bodysuits
  • Earrings and accessories
  • Beauty and personal care products

Additionally, we do not accept returns for:

  • Perishable items (e.g. food, flowers, plants)
  • Custom or personalized products
  • Hazardous materials, flammable liquids, or gases
  • Sale items or gift cards

If you’re unsure whether your item qualifies, please contact us.

Partial Refund or Store Credit Option

To support a more sustainable future, we offer the option to receive a partial refund or store credit if you're unhappy with your item due to fit, style, or expectations — especially for international orders.

With this option:

  • You keep the item
  • You receive compensation without the cost and hassle of return shipping
  • You can choose between a partial refund or a Soleo gift card

If you're interested, just mention it in your return request email — we'll guide you through your options.

"Not As Described" Claims

We strive to represent our products accurately with detailed photos and styling. Please note:

  • Slight color, texture, or fit differences due to screen resolution or lighting are not considered defects
  • Minor measurement variances (1–3 cm) are standard in apparel production

If you believe your item is significantly different from what was shown, we value your feedback and encourage you to reach out. Return shipping costs are not covered in these cases, but you may still return the item via our standard process.

Return-to-Sender Orders

If a package is:

  • Refused by the customer
  • Marked unclaimed
  • Returned due to an incorrect address or missed delivery

The following applies:

  • A refund will only be issued once the item is returned to us
  • A 25% restocking fee will be deducted
  • Original shipping costs are non-refundable

To avoid this, please double-check your shipping address and monitor your tracking info.

Exchanges

Need a different item? The fastest way is to return your original item and place a new order after your return is accepted.

EU Customers – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return it within 14 days, no questions asked. The item must be in its original condition, with tags, packaging, and proof of purchase.

Refund Timeline

We’ll notify you once we’ve received and inspected your return. If approved, your refund will be issued to your original payment method within 10 business days.

Please allow additional time for your bank or credit card company to process and post the refund. If it’s been more than 15 business days since your return was approved, please reach out via our Contact Form.

Still Need Help?

We’re here for you — whether it’s help with returns, sizing, or just a quick question. Reach out anytime through our Contact Form and we’ll be happy to assist.