Returns & Refunds

Every Soleil & Silk piece is hand-painted and made after your order. We do not accept change-of-mind returns or exchanges for these pieces. This policy does not restrict remedies that cannot lawfully be excluded.

You may cancel within 12 hours of placing your order by emailing info@soleilsilk.com with your order number. Production will not begin during this window. We use the time your request reaches us, rather than the time we reply, to assess it.

After the first 12 hours, you may still cancel without a cancellation fee if production has not begun. Production means order-specific physical work, such as cutting, preparing the fabric for the agreed artwork, painting or alteration. Payment confirmation or administrative order processing alone does not constitute production.

Once production begins, we do not accept change-of-mind cancellations, including requests based only on a changed occasion, preference, budget or minor disclosed artistic variation. This restriction remains subject to applicable consumer law and the remedies described below.

Our design images are AI-generated representations, not photographs of your completed piece. Hand painting may result in minor differences in brushwork, shading, texture, line and motif placement. Fabric drape and perceived colour can also vary with styling, lighting and screens.

These disclosed minor differences, where they do not materially alter the agreed design, specifications or quality, are not by themselves a reason for cancellation, return or refund. This does not excuse damage, poor workmanship, the wrong fabric, a missing principal motif, a major departure from the agreed colour palette or incorrect agreed dimensions.

Please contact us if your order presents an issue covered by applicable law, including:

Please report visible damage, defects or an incorrect item as soon as possible, preferably within 48 hours of delivery. Send your order number, a description of the issue and clear photographs. An unboxing video and photographs of the packaging can help establish transit damage, but the absence of a video does not automatically invalidate a genuine claim.

A defect discovered later will be assessed on its facts and applicable rights; the 48-hour request is not a waiver of those rights.

Please avoid washing, stitching, altering or using the piece once you identify an issue. Retain tags, packaging and included items where reasonably possible. We will assess whether any later use or alteration caused or worsened the issue rather than reject every claim automatically.

Contact us before sending a return so we can provide a reference and safe return instructions. Do not send it to an unconfirmed address. For an accepted defect, damage or incorrect-order claim attributable to us, we will arrange collection where available or reimburse reasonable return postage agreed in advance.

We may need to inspect the piece to establish the issue. We will explain any inspection requirement, decision and next steps. Depending on the issue and applicable rights, the resolution may be repair, replacement or a monetary refund. We will not force store credit where a monetary refund is legally due.

We initiate an approved refund within 7 business days of approval, or sooner where required by law. Where return inspection is reasonably necessary, we will communicate the inspection outcome promptly after receipt and keep you updated.

Refunds are made to the original payment method where possible; otherwise, we will agree a secure alternative with the payer. Bank or payment-provider settlement time may be additional, and we will share a transaction reference when available.

For an accepted full-order claim attributable to us, the refund includes the product payment and original standard shipping charge. For a partial-order claim, applicable shipping reimbursement is assessed fairly against the affected items and circumstances. Statutory entitlements take precedence.

Duties collected directly by authorities are not held by us; we will assist with available documents for a duty-refund application without excluding any legal obligation we have.

If you prefer, you may choose store credit instead of an agreed refund. We will record that choice. Credit is valid for 12 months from issue, may be used across multiple purchases until exhausted, is non-transferable and cannot be exchanged for cash except where required by law.

It may be applied to product and shipping charges payable to us, but not duties paid directly to authorities.

Choosing credit is voluntary.

Damage caused by misuse, inappropriate cleaning, alteration or failure to follow supplied care instructions is not covered by our defect remedies unless applicable law requires otherwise. The cause of the reported issue will be assessed fairly.