Exchange Policy

We accept exchanges of all products purchased online at Soleil Jewellers excluding the items outlined below.

We offer store credits for online and in-store purchases. 

Please remember to retain your invoice or proof of purchase when exchanging your order.

Exchanges can only be accepted if:

• You request an exchange within 14 days after receiving your purchase.
• The item is unused and in its original condition.
• The item is in its original packaging and unworn. We can only accept the return of 'gift sets' if all original components and packaging are in original, unused condition.
• All items, including gift boxes must be protected in secure packaging when you return the item.

We do not accept exchanges of:

• Custom Items: We do not offer refunds or credit notes on custom items that have been custom made unless the product is faulty, in which case we will provide a full refund (this excludes items purchased using a discount/promo code).
• Earrings: For hygiene reasons, we are unable to accept any returns on earrings, unless the item is faulty, in which case we will provide a full refund.
• Engraved items: All items that are engraved are not eligible for a return and are final sale.
  
• Gift Cards and Vouchers
• Consumables
  

Please note: All return items will be inspected and quality assurance checked at our Head Office on return and it remains at the discretion of Soleil as to whether the item will be accepted for exchange based on the conditions above. Shipping and gift wrapping costs are non-refundable for change of mind returns.

1. Please contact us at soleilqvb@gmail.com with 2 - 3 clear images, your order number/date and we will be in touch with next steps.
2. It is the responsibility of our customers to ensure they return items back to us with their own labels. We suggest using tracked returns as we do not cover items that are lost in transit on return.
3. Items must be protected in a satchel or secure packaging.
4. Drop off your parcel at your nearest Post Office.
5. Once your return has been received, checked and approved by our team your exchange or store credit will be processed. Please allow for up to 5 business days for your refund to be received once approved.

Online purchases can be exchanged at our boutiques, please ensure you bring the necessary invoices/order number. You do not need to send an email before initiating an exchange at a boutique.

Engraved, resized and custom made jewellery is considered custom made. All these types of purchases will be considered final unless faulty.

If you received an item online which you believe to be faulty or damaged, please contact us immediately at soleilqvb@gmail.com with 2 - 3 clear images, your order number and a detailed description and we will be in touch with next steps. Please read our Warranty Policy here to ensure your purchase is eligible for a warranty claim.