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Have a question?
Check out our FAQ below
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Can I change or cancel my order?
Yes — just contact us via online customer support within 2 hours of placing your order, and include your order number. If your order hasn’t been processed or shipped yet, we’ll cancel it for you. Once it’s processing or dispatched, it can’t be cancelled — but you can return it after delivery.
Can I amend my order?
Yes. You can amend your order by contacting online customer support within 2 hours of placing it. Please remember to include your order number.We can usually update your delivery address, contact details, or gift message. If you'd like to add an extra item, we recommend placing a separate order and letting us know right away. We'll refund the second shipping cost for you.
Sales and promo codes
Only one promo code can be used per order. Promo codes can’t be combined, split, or applied after purchase. If you’ve received a discount for your second order, we hope you’ll enjoy using it on something new — it can’t be applied to a past order.
Can I gift wrap my order?
Yes. Each order arrives in a custom Soliruna gift box, ready for gifting. For your privacy and security, all orders are shipped in unbranded outer packaging with no company name or logo.
What payment methods can I use?
You’re spoilt for choice! We accept all major payment methods, including: Visa, Visa Debit, Mastercard, Maestro, JCB，American Express, PayPal, Apple Pay, and Google Pay.
Is my order secure and protected?
Absolutely. Your entire shopping experience with us is protected by SSL encryption. From browsing to checkout, all of your personal and payment information is kept private and secure. We value your trust and take every measure to ensure your order is safe.
How can I get a VAT receipt?
Please contact us via email, quoting your order number and we’ll provide a full VAT invoice. Easy peasy!
What is the cost of shipping?
Shipping costs are calculated at checkout based on your location and the weight of your items.We always aim to offer competitive rates while ensuring fast and reliable delivery. Enjoy free shipping on orders over £95. For smaller orders, we keep shipping fees low and fully transparent.
When will you ship my order?
Each piece is handmade in our studio with care. Most orders ship within 3–5 business days.For custom or engraved pieces, please allow 1–3 weeks for production. Once your item ships, you’ll receive a confirmation email with tracking details.
How long will it take to receive my order?
Customers typically receive their orders within 1–3weeks, depending on location. Custom or engraved items are made to order and will be shipped approximately 3–4 weeks after purchase. Please note: Shipping timelines do not account for unexpected carrier delays. These may occur due to weather conditions, customs processing, strikes, or peak holiday periods.
I didn’t receive an order number. How do I know my order is complete?
You’ll receive a confirmation email with your order number shortly after placing your order.If you don’t see it, please check your Spam or Promotions folder.
Still unsure? Feel free to email us at contact@soliruna.com and we’ll be happy to help.
My order says it was delivered, but I haven’t received it.
Sometimes a package is scanned before it actually arrives, or left in a safe but hidden spot to avoid theft or weather damage.
Please check around your door, mailbox, or with neighbours.
Still missing? Contact the courier or email us at contact@soliruna.com — we're here to help.
Do you ship internationally?
Yes, we do!
Even with express shipping, international delivery typically takes 1–3 weeks, depending on the destination (excluding custom and engraved items).
Please note that shipping times do not include potential delays due to customs checks or other unforeseen circumstances.
How do I track my order?
You can track your order by clicking the link on your dispatch email. If you have an account with us, you’ll also be able to find the tracking link in your orders section.
Can I return my item?
We hope you love your jewellery as much as we do — but if it’s not quite right, you’re welcome to return it for a refund or exchange.
Visit our Returns pagefor full details.
How long do returns take ?
We aim to process returns within 2–5 working days of receiving them. During peak periods (November to January), it may take up to 7 working days. You’ll receive a confirmation email once your return has been processed — we won’t leave you hanging, we promise!
when will receive my refund?
nce your return is processed, we’ll refund you within 7 business days. If your order had a discount, your refund will be based on the discounted price.
Shipping fees paid for exchanges are not included in the refund.
Can I return personalised pieces?
Due to the nature of personalised products, we cannot offer returns unless it is due to a manufacturing fault.
Can I return a gift?
Yes, gifts can be returned or exchanged as long as they meet our return policy. Please note that refunds will go back to the original purchaser’s payment method.
Do you offer a warranty?
Yes — all Soliruna jewellery comes with a 3-year warranty covering faults in materials or craftsmanship.
If your piece has a manufacturing defect, we’ll repair or replace it at no extra cost.
If it can’t be repaired, we’ll offer a replacement or store credit.
To request a warranty claim, please email our support team at contact@soliruna.com with:
- Your proof of purchase
- Clear photos showing the issue
- A brief description of the problem
Our team will review your claim and get back to you with the next steps.
What does the warranty cover?
We offer free repairs or replacements for:
- Manufacturing or material defects
- Faulty clasps, settings, or loose stones
- Breakage from poor assembly
- Minor issues like an accidentally scratched a pendant charm
- Items that arrive damaged or incorrect (please notify us within 7 days)
What is not covered?
Our warranty does not cover:
- Natural wear and tear from regular use, including light scratches, faded plating, or mild chain loosening
- Damage caused by improper care, storage, handling, or cleaning
- Exposure to water, sweat, perfume, or harsh chemicals
- Natural inclusions or slight variations in gemstones
- Repairs or modifications made by third parties
- Lost or stolen items
Please note: General wear and tear is normal with everyday use — but we offer lifetime repairs for a small fee to help you keep wearing what you love.
What I if my jewellery is lost or stolen?
Our 3-Year Warranty does not cover the loss or theft of any pieces. We are happy to provide any proof of purchase information that you may need
Can you replace one lost earring?
If the design is still available, we can usually help you purchase a single matching earring. Just send us a photo and your order details and we’ll check availability for you.
Will my item look the same as it does on the website?
Each piece is unique due to the natural variations in gemstones, such as color, texture, and size. While we strive to represent our products as accurately as possible through detailed photos and descriptions, there may be slight differences caused by natural characteristics and individual screen displays.
This means your piece will be one-of-a-kind — just like you.
How do I take care of my jewelry?
Avoid contact with water, chemicals and perfumes as these may cause tarnishing and discoloration. Clean gently with a dry, non-abrasive cloth. If you have silver jewellery you can use warm, soapy water - but be sure to let it dry after cleaning.
How do I prevent my jewellery from tarnishing?
Our jewellery is made for everyday wear, but taking a few simple precautions will help keep it looking its best. We recommend removing your jewellery before washing, swimming, exercising or applying hand sanitiser. Try to avoid long-term exposure to soaps, perfumes, lotions, oils or chlorine, and do not submerge your jewellery in water for extended periods.
How do I store my jewellery?
Store your jewellery in a cool, dry place — ideally in a soft-lined jewellery box or pouch to prevent scratches or moisture exposure. We recommend keeping similar metals together to help minimise the risk of tarnishing.
Is Soliruna a sustainable brand?
Yes — Soliruna is founded on the belief that beauty, meaning, and responsibility can exist in harmony. We use 100% recycled gold and silver, ship plastic-free, and produce in small batches to reduce waste and environmental impact.
Are your gemstones ethically sourced?
Yes — we’re committed to ethical sourcing and transparency. We work with trusted suppliers who follow responsible mining and fair labour standards, and we’re continuously improving our sourcing practices to ensure every gemstone is traced with care.
Do you use recycled metals in your jewellery?
Yes — we use 100% recycled sterling silver and gold wherever possible to reduce our environmental impact. Every piece is crafted with care using responsibly sourced materials, without compromising quality or beauty.
Do you use recyclable packaging?
Yes — all Soliruna orders are shipped in 100% recyclable, plastic-free packaging. We choose eco-friendly materials wherever possible to reduce waste and support a more sustainable future.
STILL NEED HELP?
contact@soliruna.com
+44 7467652060
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