Order Cancellation Policy

Cancellation at a glance

We understand that plans change. This policy explains when you can cancel an order, how to get in touch with us, and what happens to your payment if you decide not to proceed. Our goal is to keep the process graceful, transparent, and aligned with our sustainability promise.

Timing and fees

You can cancel without penalty within 24 hours of placing your order. Between 24 and 48 hours, cancellations may incur a restocking fee of up to 10% if production or packing has already started. After 48 hours, we can still explore options such as rerouting or initiating a return once the parcel arrives, but standard return conditions will apply.

Items that cannot be cancelled

For hygiene, personalization, and logistical reasons, certain items are ineligible for cancellation once processing begins:

• Personalized or monogrammed items once production has begun
• Final sale or promotional bundles clearly marked at checkout
• Orders already handed over to the carrier (please see our return policy for available options)

Subscription orders

Subscription deliveries can be paused or cancelled up to 72 hours before the scheduled processing date in your account dashboard. If a shipment has already been prepared, the cancellation will apply to future deliveries while the current one follows our standard return pathways.

Refund timeline

Once a cancellation is approved, refunds are released immediately through your original payment method. Banks and card issuers usually complete the credit within 5 to 10 business days. Gift card and store credit balances update instantly after approval.

Need assistance?

If you are unsure whether your order qualifies for cancellation, or if you require special arrangements, reach out to our customer care team via care@solena.comor call us at +1 (800) 555-0199. We are available Monday to Friday from 8:00 AM to 6:00 PM (CET).