Returns & Exchanges

For Damages

Sólsse The Label inspects all items thoroughly before they leave the warehouse, to ensure perfect product condition upon packing. If, in the unlikely event that items in your order are damaged during transit, we will make a claim on your behalf through Australia Post or said courier.

If your order was sent with a courier, this process requires us to provide evidence of damage to the product AND the packaging, so please send us detailed photos of the above within 24 hours of receiving your package. This way we can forward it onto the shipping company within their required timeframes. The claims process can take between 5-7 business days, however may take longer depending on circumstances, and this is outside of our control.

Please note that Sólsse The Label does not accept returns for change of mind.

 

The Returns Process

We will provide you with our return address to send the damaged product back to us at Sólsse The Label (unused and in their original condition). 

Sólsse The Label does not cover the expense of return shipping, and this is a cost that will need to be covered by the customer. We recommend the customer use insurance and tracking when returning the damaged items, as Sólsse The Label are unable to take responsibility for items damaged or lost on their return to us.

Once the product has been received on our end, it's condition will be checked, and if it is deemed to be damaged, we will send out a replacement.

Returned items need to be returned in unused and original condition, meaning;

  • The Sólsse Rug must be unwashed
  • All original tags must still be attached, as they were when we sent the product to you (rug rolled with carry strap attached, tote bags and satchels flat and in original and unopened bag).
  • Product must be clean of any dirt, marks, sand, animal hair, or other.
  • Product must have not been purchased during a sale or discontinued design

 NOTE: 

Products must have been purchased from us directly to be eligible for a replacement. We do not accept returns of any products that have been purchased through any third party or stockist. If your purchase has been made through another business, we recommend contacting them directly, as each store will have their own guidelines on refunds and returns. 

 

For Lost Parcels

If items are lost during transit, we will contact the shipping company your order was sent through, and they will open an investigation. This process can take 5-7 business days, however the length of time this takes to complete the investigation is out of our control, and we appreciate your patience while due course is taken. Once the it has been confirmed that the parcel has been lost, we will get a replacement order out to you asap! Refunds will only be offered if the item ordered becomes out of stock, or unavailable, 

Due to Covid-19, all orders will be delivered as ‘Authority to leave’ meaning that they will be contactless, and left in a safe place at the discretion of the courier. Whilst we will always try our best to assist with lost packages, Sólsse The Label can not accept responsibility for lost parcels once they have been confirmed to be delivered at the customers specified address.