SHIPPING & RETURNS POLICY

At Sõlïna Skincare, we carefully prepare and package every order so your skincare arrives safely and beautifully presented.

Please read our shipping information below before placing your order.

UK DELIVERY

Royal Mail Tracked 48 — £4.99

Our standard UK delivery service is Royal Mail Tracked 48.

  • Delivery aim: 2–3 working days after dispatch
  • Fully tracked
  • Tracking information will be emailed to you once your order has been dispatched
  • FREE Tracked 48 delivery on orders £50+

Express Delivery — £6.99

Need your Sõlïna Skincare sooner? Choose our Royal Mail Tracked 24 service at checkout.

  • Delivery aim: 1–2 working days after dispatch
  • Fully tracked
  • Tracking information will be emailed to you once your order has been dispatched

Please note that Tracked 24 is a delivery aim and is not a guaranteed next-day service.

ORDER PROCESSING

We aim to process and dispatch orders within 1–2 working days.

Orders are processed Monday–Friday, excluding UK bank holidays.

Orders placed after our daily processing cut-off, at weekends or on bank holidays will be processed on the next working day.

Please remember that Royal Mail's delivery timeframe begins after your order has been dispatched.

For example, if your order takes 1–2 working days to process and you select Express Delivery, the 1–2 working-day delivery aim begins once Royal Mail has received your parcel.

TRACKING YOUR ORDER

Once your order has been dispatched, you will receive an email containing your Royal Mail tracking information.

Please use the tracking number provided to follow the progress of your parcel.

If your tracking shows that your parcel has been delivered but you cannot locate it, please first check:

  • Your safe place
  • With household members
  • With neighbours
  • Around your property
  • Any delivery instructions you provided

If you still cannot locate your parcel, please contact us so we can advise you on the next steps.

 

ADDRESS DETAILS

Please ensure that your delivery address is correct before completing your order.

Once an order has been dispatched, we may be unable to change the delivery address.

If you have entered an incorrect address, please contact us as soon as possible at:

SOLINASKINCARE@GMAIL.COM

If an order is returned to us because an incorrect or incomplete address was provided, additional postage may be required before we can resend the order.

LOST OR DELAYED PARCELS

Although we work with trusted delivery providers, once a parcel has been handed to the courier, delivery is outside of our direct control.

If your parcel appears to be delayed, please allow the carrier's stated delivery timeframe to pass before contacting us.

If your parcel is considered lost, we will work with the delivery provider to investigate the matter and, where appropriate, arrange a replacement or refund in accordance with our policies and applicable UK consumer law.

DAMAGED PARCELS

We take great care when packaging your order.

If your parcel arrives damaged, please contact us as soon as possible and provide photographs of:

  • The outer packaging
  • Any damage to the packaging
  • The products inside
  • Your order number

This will allow us to investigate the issue with the delivery provider and help resolve it as quickly as possible.

DELIVERY TO SAFE PLACES

If you provide instructions for your parcel to be left in a safe place, please be aware that this may affect our ability to accept responsibility for parcels after they have been recorded as delivered.

Please choose your safe-place instructions carefully.

IMPORTANT DELIVERY INFORMATION

Delivery times provided by Royal Mail are delivery aims and not guaranteed delivery dates, unless a specific guaranteed service has been purchased.

During busy periods such as Black Friday, Christmas, product launches and promotional events, processing and delivery may take longer than usual.

We will always do our best to keep you informed of any significant delays.

NEED HELP?

If you wish to cancel or modify your order, please send an email within 24 hours of placing your order. Our hours are Monday–Friday, 10AM–6PM. We will try to accommodate your request, but once an order has been submitted, we cannot guarantee the purchase can be cancelled or modified. Once the order has been dispatched then no changes or cancellations can be made to your order.

If you have any questions about your order or delivery, please contact us:

Email: SOLINASKINCARE@GMAIL.COM

We're always happy to help.

Solina Skincare
Luxury skincare, thoughtfully made for your skin.

 

PRODUCT INFORMATION

Products and product information are not intended to treat, cure, prevent or diagnose any medical condition. If pregnant or nursing, or are concerned about a particular health condition, please consult your GP before using any products. 

If your tracking information states that your package was delivered and you have not received it, you must address this with Royal Mail Postal Service. Please note that SÕLÏNA SKINCARE is not liable for any lost or stolen packages.
It is the customers responsibility to ensure that the delivery address is given correctly. If the wrong address is given and the parcel is returned to SÕLÏNA SKINCARE, you will be required to pay an additional shipping fee to ensure the parcel is re-delivered to the correct address.

Please keep in mind, we are a small business. All items are hand crafted. Please allow time for your item to be consciously made, packed with love and carefully dispatched.