Refund policy
Last updated: August 17, 2026
Overview
At Studio Solara, operated by House of Deauty, we want you to feel confident with every purchase. This policy outlines the conditions under which returns and refunds are accepted, and is designed to be transparent, fair, and compliant with applicable UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
By completing a purchase on our website, you confirm that you have read, understood, and agreed to the terms of this Refund and Return Policy. This is referenced at checkout and included in every order confirmation email.
Return Window
You may request a return within 14 calendar days of the confirmed delivery date, as recorded by the tracking carrier. Under the Consumer Contracts Regulations, you also have the right to cancel your order within 14 days of receiving it, without providing a reason.
Return Eligibility
To be eligible for a return and refund, items must meet all of the following conditions:
- Unworn, unwashed, and unused
- In original condition with all original packaging and tags intact
- Return request submitted within the 14-day return window via email
Items that do not meet these criteria may be refused or subject to a restocking fee at our discretion.
Non-Returnable Items
The following items are not eligible for return or refund:
- Underwear, swimwear, and bodysuits (for hygiene reasons)
- Items marked "Final Sale" or "Clearance"
- Gift cards
Sizing and Product Expectations
We strongly recommend reviewing our Size Guide before placing your order. As with all apparel, a measurement variation of 1–3 cm (+/-) may occur due to the manual nature of garment production; this is an industry-standard tolerance and does not constitute a defect. Minor variations in perceived colour, fabric texture, or appearance due to screen resolution, lighting, or device settings are not considered defects or grounds for return.
How to Initiate a Return
Step 1 — Contact Us Email us within the 14-day return window with: your order number, the item(s) you wish to return, a brief reason for the return, and photos of each side of the item(s). We will respond within 1–2 business days with return instructions. Returns sent without prior authorisation will not be accepted.
Step 2 — Return Shipping Once your return is approved, securely package the item(s) and ship them to the address provided. Return shipping costs are the customer's responsibility. We recommend using a tracked shipping service, as we are not responsible for items lost in return transit. If your item arrived damaged or defective, we will cover return shipping costs.
Step 3 — Refund Processing Once we receive and inspect the returned item, we will email you a confirmation. Approved refunds will be processed to your original payment method within 7–14 business days. Original shipping fees are non-refundable, except where you are cancelling under the Consumer Contracts Regulations, in which case the standard delivery cost will also be refunded.
Alternative Resolution: Partial Refund or Store Credit
In the interest of sustainability and customer convenience, we may offer a partial refund or Studio Solara store credit as an alternative to a physical return — particularly for international customers where return shipping costs may be significant. If you are unsatisfied due to fit, style, or general expectations, you can choose to keep the item and receive a partial refund or store credit instead of sending it back. This is entirely optional: mention your preference in your return request and our team will assist you, but you remain fully entitled to a standard return and full refund under this policy if you prefer.
Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 48 hours of delivery with your order number and clear photos of the item and the defect. We will offer a replacement, full refund, or store credit. Under the Consumer Rights Act 2015, you have the right to a repair, replacement, or refund for goods that are faulty or not as described. Claims submitted beyond 48 hours may experience delays in resolution but will still be reviewed in line with your statutory rights.
"Not as Described" Claims
If you believe your item is materially different from what was advertised, please contact us with photos and a detailed explanation. Minor colour variation due to screen settings and measurement variations of 1–3 cm are within accepted tolerances and are not considered defects or valid grounds for a claim; the same applies to subjective dissatisfaction (e.g. "I don't like the fabric"). Where we confirm a genuine manufacturing defect or fulfilment error, we will resolve it with a full refund, replacement, or store credit, in accordance with your rights under the Consumer Rights Act 2015.
Delivered but Not Received
If your tracking information confirms delivery but you have not received your package, we recommend contacting your local carrier to file a formal non-delivery claim, obtaining a claim reference number, checking with neighbours or building management, and filing a police report if theft is suspected. We are unable to issue refunds or replacements for packages confirmed as delivered unless the carrier formally acknowledges a delivery error following investigation.
Return-to-Sender Orders
If a package is returned to sender due to an incorrect address, refused delivery, or unclaimed status: refunds will only be issued once the item is returned to our facility, a 25% restocking fee will be deducted from the refund, and original shipping fees are non-refundable. Please verify your shipping address carefully before placing your order.
Chargebacks and Dispute Resolution
We encourage you to contact us directly before filing a chargeback or dispute with your bank or payment provider, so we can resolve issues promptly and fairly. If a chargeback is filed, we will provide your issuing bank with all relevant documentation, including this policy, order confirmation, tracking information, and support communications. You also have the right to refer unresolved disputes to an Alternative Dispute Resolution (ADR) scheme or to the Citizens Advice consumer helpline.
Refund Timelines
Refunds are processed within 7 business days after the returned item is received and inspected, and are issued to the original payment method used at checkout. A confirmation email is sent once the refund has been processed. If your bank has not reflected the refund after 14 business days, please contact them directly.
Contact Us
If you have any questions about this policy or wish to initiate a return, please get in touch:
Company information
Legal entity: House of Deauty
E-mail: contact@studiosolara.com
Phone: +44 7460 020659
Support Hours: Monday - Friday, 09:00 AM - 05:00 PM (GMT)
Business Address: Leeuweriksweg 13, Uden, North-Brabant, 5402 XA, The Netherlands
Respond time: We aim to respond to your inquiries within 24 hours