Refund policy

We want you to love your Soláyae piece. If something is not quite right, we are here to help. Below you will find everything you need to know about returns, exchanges, and refunds.

 

Your order may be eligible for a return or exchange provided it meets all of the following conditions: the item is returned within thirty (30) days from the delivery date as marked by the carrier, the item is in its original condition (unused, unworn, and unaltered), and all original packaging and components are included. This means the dust bag, box (if provided), inserts or stuffing, straps or accessories, tags, labels, and care card should all be present where applicable.

 

Every Soláyae bag is handcrafted by skilled Filipino artisans using traditional techniques. Natural and handmade characteristics, such as slight variations in weave, texture, tone, and pattern placement, are part of the artistry behind each piece. These details reflect the individuality of every bag and are what make your Soláyae product truly one of a kind. Such characteristics are not considered defects and are not grounds for return.

 

Unless required by law, the following items are not eligible for return or exchange: personalized or customized items, items marked as Final Sale at the time of purchase, gift cards, and any items showing signs of use, wear, odor, staining, damage, or that are missing their original packaging or components.

 

Initiating a return or exchange is simple. Log in to your account on solayae.com and navigate to Your Orders, then select Return or Exchange. Choose the item (or items) you would like to return, select the reason, and submit your request. Once your return is approved, we will provide a complimentary prepaid return label along with detailed instructions for sending your item back.

If you prefer to use your own carrier rather than the prepaid label, please contact us first for authorization. When shipping on your own, you are responsible for shipping costs, insurance, and providing proof of delivery. Our return address for self-shipped returns is:

Soláyae Returns

PO Box 7324

Riverside, CA 92513

United States

 

If you received a Soláyae bag as a gift, you are welcome to request an exchange for an eligible item within 30 days of delivery, as long as the item is in its original condition with all packaging and components included. To help us locate the order, we may ask for the order number or the purchaser’s details.

Please note that refunds are issued only to the original purchaser’s payment method. As a gift recipient, you will generally receive an exchange or store credit rather than a monetary refund.

 

Once we receive your return, our team will inspect the item to confirm it meets our return eligibility requirements. If approved, your refund will be issued to the original payment method within 10 business days of inspection approval. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.

Please note that original shipping charges and any expedited shipping fees are not refundable, except where required by law or when the return is the result of our error, such as a wrong or damaged item.

 

If your item arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery at support@solayae.com. When reaching out, please include your order number, photos of the item and packaging (including the shipping label), and a brief description of the issue. Our team will review your case promptly and offer an appropriate resolution, whether that is a replacement (if available), an exchange, repair, or a full refund.

At this time, all Soláyae returns and exchanges are handled online through solayae.com and our Customer Care team. We do not currently accept returns or exchanges at a physical location.

If you have any questions about returns, exchanges, or your order, we would love to hear from you.

 

Email: support@solayae.com

Live Chat: Available on solayae.com

 

We typically respond within 1 business day.

 

Soláyae — Handcrafted in the Philippines, Shipped from California