Frequently Asked Questions

Returns & Exchanges

Are made-to-order exclusions absolute (and where are they stated)?

Yes, Made-to-Order items are non-returnable and non-refundable under the Shipping & Returns policy and the Terms & Conditions

What items are eligible for return?

In-stock items are eligible for returns/exchanges (within the policy below). Made-to-Order items are excluded.

What’s the process to return (contact email, timeframe, condition requirements)?

Returns/exchanges are accepted within 15 days of purchase for in-stock items/accessories, as long as items are unworn, with original tags attached, and in original packaging. To start a return, email info@soler.co.uk. You can return using your preferred courier, or request a returns label from Soler (return shipping costs are deducted from your refund/credit)

Made to Order

Are Made to Order items refundable or exchangeable?

Made-to-Order items are non-returnable and non-refundable once your order is accepted, because they are made to your specification. (This does not affect your rights if an item is faulty or misdescribed.)

Can I choose a different fabric for a style (and does it cost extra)?

In our Made To Order edit, most styles can be made in the fabric of your choice and the price will depend on the fabric.

Can I request adjustments (length, fit, sleeves) when ordering Made to Order?

Yes, at checkout you can leave us a comment with your request.

What does “Made to Order” mean at Soler?

Made to Order means your piece is made especially for you. You can also request certain adjustments

Visiting & Contacting

Can I visit the atelier/shop in London?

Yes, our atelier/shop is open Monday to Friday, 9:00am–5:00pm. Saturdays are by appointment only.

Do I need an appointment (especially Saturdays)?

You do not need an appointment, however, they are recommended.

What are your opening hours and contact details?

Phone: +44 (0)208 968 4694
Email: info@soler.co.uk
Hours: Mon–Sat 9:00am–5:00pm | Sun closed

Where else can I shop Soler in person (outside London)?

Please see our Stocklist / “Where to find us” page for current global stockists.

Sizing & Fitting

Can you advise if a style runs small/large?

Yes, contact us with the style name and your measurements and we’ll advise.

Do you offer alterations before dispatch?

For Made-to-Order pieces, you can request adjustments at checkout. If your Made-to-Order piece doesn’t fit quite right, we can help with alterations.

How do I choose my size for Soler pieces?

Use our “How to Measure” guide (bust, waist, hips). If you’d like help choosing, message us we’re happy to guide you.

What measurements do you need to recommend a size?

We recommend: bust waist and hips. (If you’re requesting a Made-to-Order adjustment, include your height and your preferred length as well.)

Shipping & Delivery

Do you ship internationally?

Yes, we ship worldwide.

How do I track my order?

You’ll receive an email notification when your order is dispatched (with delivery details).

How long will my order take to dispatch (Ready-to-ship vs Made to Order)?

For in-stock pieces, dispatch takes 24–48 hours. Made-to-Order pieces require 2–3 weeks. Please note that cashmere styles take 6–8 weeks.

What happens if my order arrives damaged?

Please contact us immediately. If damage is visible on delivery, you should note it on the delivery paperwork, and report it within the stated timeframe so we can arrange the next steps.

Will I pay customs/duties for international orders (and are they refundable)?

Customs duties and taxes are included in the price, meaning we pay for you. If an item is returned, the cost of customs duties will be deducted from your refund.