Refund policy

RETURNS, EXCHANGES & REFUNDS POLICY

Last updated: October 2026

At Solmé, we want you to feel confident in every purchase. If something isn’t quite right, our team is here to make the returns and exchanges process as straightforward as possible.

1. RETURNS & EXCHANGES

We accept returns and exchanges within 14 days of receiving your order, provided the items meet the conditions outlined below.

To be eligible for a return or exchange, items must:

  • Be unworn, unwashed and unused, except for trying on to assess fit.

  • Be in their original condition, with all tags and labels attached.

  • Be free from stains, makeup, perfume, deodorant marks or other signs of wear.

  • Be returned with their original packaging and any accompanying accessories.

  • Be accompanied by proof of purchase.

We reserve the right to decline voluntary returns or exchanges that do not meet these conditions.

This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied items.

2. UAE RETURNS & EXCHANGES

We offer complimentary returns and exchanges on all UAE orders.

If you would like to return or exchange an item, please contact our customer care team within 14 days of receiving your order.

Our team will arrange collection at no additional cost.

For exchanges, we will arrange delivery of your replacement item once the original garment has been received and inspected. All exchanges are subject to stock availability.

3. GCC RETURNS & EXCHANGES

We offer a managed returns and exchanges service for customers across the GCC.

  • Returns and exchanges accepted within 14 days of delivery.

  • Collection arranged by Solmé.

  • Return or exchange fee of AED 150.

  • Exchanges subject to stock availability.

  • Refunds issued to the original payment method.

For returns, the AED 150 fee will be deducted from your refund.

For exchanges, the AED 150 fee covers both collection of the original item and delivery of the replacement item.

Any applicable customs duties or import taxes associated with an exchange are the customer’s responsibility.

4. INTERNATIONAL RETURNS & EXCHANGES

For customers outside the UAE and GCC, we offer an international returns and exchanges service managed by Solmé.

  • Returns and exchanges accepted within 14 days of delivery.

  • Collection arranged by Solmé.

  • Return or exchange fee of AED 300.

  • Exchanges subject to stock availability.

  • Refunds issued to the original payment method.

For returns, the AED 300 fee will be deducted from your refund.

For exchanges, the AED 300 fee covers both collection of the original item and delivery of the replacement item.

Any applicable customs duties or import taxes associated with an exchange are the customer’s responsibility.

5. HOW TO REQUEST A RETURN OR EXCHANGE

To arrange a return or exchange, please contact our customer care team at hello@solmethelabel.com within 14 days of receiving your order.

Please include:

  • Your order number.

  • The item you wish to return or exchange.

  • Your reason for returning the item.

  • Your preferred replacement size or style, if requesting an exchange.

Our team will review your request and provide instructions for the next steps.

Please do not send items back without contacting us first, as all collections must be arranged through Solmé.

6. REFUNDS

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method.

We aim to process approved refunds within 10 business days of receiving and inspecting the returned item. Your bank or payment provider may require additional time for the funds to appear in your account.

For eligible change-of-mind returns, the following conditions apply:

UAE Orders

Returns are complimentary. Any original delivery fee paid is non-refundable.

GCC Orders

A return fee of AED 150 will be deducted from your refund. Original delivery charges are non-refundable.

International Orders

A return fee of AED 300 will be deducted from your refund. Original delivery charges are non-refundable.

Where a return arises from a fault, damage, an incorrect item or another situation covered by applicable consumer protection law, refunds and associated delivery costs will be handled in accordance with those legal requirements.

7. EXCHANGES

If you would prefer a different size or style, our customer care team will be happy to assist.

All exchanges are subject to product availability.

If your preferred item is unavailable, you may select an alternative item or request a refund in accordance with this policy.

Where there is a price difference between the original item and the replacement, the difference will either be charged or refunded as appropriate.

For voluntary exchanges, the following fees apply:

  • UAE: Complimentary.

  • GCC: AED 150, covering return collection and replacement delivery.

  • International: AED 300, covering return collection and replacement delivery.

Any applicable customs duties, import taxes or local charges remain the customer’s responsibility.

8. SALE & FINAL SALE ITEMS

Items purchased during promotional periods or at reduced prices are eligible for returns and exchanges within 14 days of delivery, provided they meet our standard returns conditions.

Items clearly marked Final Sale before purchase cannot be returned or exchanged for a change of mind.

This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied products.

9. FAULTY, DAMAGED OR INCORRECT ITEMS

Every Solmé garment is carefully inspected before dispatch.

However, if your order arrives damaged, defective or incorrect, please contact our customer care team as soon as possible.

Please include your order number, a description of the issue and photographs where available.

Our team will assess the issue and arrange an appropriate resolution, which may include a repair, replacement or refund in accordance with applicable consumer protection legislation.

Where an item is faulty, damaged or incorrectly supplied, Solmé will cover the reasonable costs of return collection and any replacement delivery required to resolve the issue.

Your statutory consumer rights remain unaffected by our standard 14-day returns period or the conditions applicable to voluntary returns.

10. ITEMS NOT ELIGIBLE FOR VOLUNTARY RETURNS

We cannot accept voluntary returns or exchanges for:

  • Items that have been worn beyond trying on, washed or altered.

  • Items with removed or damaged original tags.

  • Items showing signs of makeup, perfume, deodorant or other marks.

  • Items damaged through improper use or care.

  • Items clearly marked Final Sale before purchase.

  • Items made or altered specifically to a customer’s individual requirements, where this exclusion has been clearly communicated before purchase.

These exclusions do not apply where a customer is entitled to a remedy under applicable consumer protection law.

11. CUSTOMS, DUTIES & TAXES ON RETURNS

For orders delivered outside the UAE, any customs duties, import taxes or local charges associated with a voluntary return or exchange are the customer’s responsibility.

Customs duties and import taxes already paid are generally non-refundable by Solmé. Customers may be eligible to reclaim these charges directly from their local customs authority, depending on local regulations.

Where an item is faulty, damaged or incorrectly supplied, we will provide an appropriate resolution in accordance with applicable consumer protection laws.

For further information on international shipping and customs charges, please refer to our Shipping & Delivery Policy.

12. CUSTOMER CARE

Should you require assistance with a return, exchange or refund, our customer care team is here to help.

Email: hello@solmethelabel.com

Website: solmethelabel.com