If you are not satisfied with your purchase, you can request a return within 14 days from the date your order was delivered. After this period, return requests can no longer be accepted.

Products must be returned in the same condition in which they were received: intact, unused, unwashed, and complete with all original labels and tags. If the returned products do not meet these conditions, the return cannot be accepted and a refund cannot be issued. In this case, you may request to have the items sent back to you at your own expense by contacting our Customer Service team.

 

How to request a return

To make a return, you can start the online procedure by accessing your personal account area.

 

REQUEST A RETURN

 

Access is provided through a secure system using a temporary code (OTP) sent to the email address associated with the order. Once logged in, you can select the relevant order and click on “Request a Return”, following the instructions provided.

Alternatively, you can submit a return request by contacting our Customer Service team at: customerservice@solotre.com

 

Return options

After submitting your request, you can choose between two return options:

 

● Return with a prepaid label
You will receive a pre-filled shipping label by email, together with instructions on how to arrange collection by courier or drop off the package at an authorized collection point.

 

● Return using your own courier
You will receive a confirmation email containing the address of the warehouse to which the goods must be shipped. In this case, you may choose your preferred courier and will be responsible for the shipping costs and any associated risks.

 

Please note that the customer is responsible for the return shipping costs with both options. If you use the prepaid label provided, the shipping cost will be deducted from your refund and will be €8 for returns from Italy and €15 for returns from the rest of Europe.

Preparing and shipping your return

Once your return has been authorized, please prepare the package carefully, preferably using the original packaging or suitable packaging that will protect the products during transit.

You must:

- place all items to be returned in a single package (multiple shipments for the same order are not accepted)

- attach the shipping label provided

- remove or cover any previous shipping labels

You can then arrange a pickup with the designated courier or drop off the package at an authorized collection point.

 

Refund

Once we have received your return and verified that the products meet the return requirements, we will issue your refund within 15 days. The amount will be refunded using the same payment method used for the original purchase.

If you use the prepaid return label, the corresponding cost will be deducted from the refund amount. The time it takes for the refund to appear in your account may vary depending on the payment provider used.

 

Defective or incorrect products

If you have received a defective product or an item that does not match your order, please contact our Customer Service team as soon as possible, providing your order number and attaching photos of the product received, where applicable.

Before returning the goods, you must wait for a response from our team, who will provide all the necessary instructions to correctly manage the return and resolve the issue as quickly as possible.