Back to FAQ's


Q. My order hasn't shipped yet, why could this be?

You will be notified when your order ships. On average orders are processed and shipped within 1-3 business days. Should your order still not be marked as shipped by this time, it could be due to one of the following:

  1. Your order contains an item that's a "Pre-Order":
    Pre-order items have their own scheduled shipping date, your order will begin processing when your pre-order item is ready.
  2. Peek period and influx of orders:
    During peek periods such as Winter Solstice, Mothers Day etc. we may need extra time to prepare and ship your order. Every order deserves attention and care and will process as soon as we can.
  3. Additional customs information required to certain countries or areas:
    At times certain countries or areas require additional information about the products shipping or the receivers details. We will contact you should the shipping carrier require more information from you before we can send your items.
  4. Incomplete address that cannot be found for delivery:
    Please double check your shipping address.

  5. *Exception* A small handful of orders placed in March fell through the digital cracks while we were busy relocating our studio from Australia to California. We noticed the warehouse migration went smoothly, with the exception of some orders.
    If you placed an order in March 2022, and your order hasn't shipped, please contact us immediately, here.

 Q. Where can I find my order number?

Your order number can be found on your original order confirmation email sent to you by us after you placed your order. It starts with #SS ______ 
Should you still need help locating it, you
 can also contact our studio here.

Q. I have an item that I preordered. When will my item ship?

All orders containing a pre-ordered item will ship when all items are available to be shipped. These dates can be found on:
1. The product page from the item you purchased by hovering over the 'PRE ORDER' button to reveal more information
2. Shipping Page here to see all PREORDER estimated time updates

 Q. There is an item missing from my order, what. do I do?
At times stock may be sent to you from our back up stock studio space stock. This portion of your order will be manually processed. You should receive a seperate email notifying you of a second tracking number. If you have not, please reach out to us here with your order number and we can confirm this for you.


Q. I think my order is missing an item, what do I do?

If you believe your order is missing an item please check your order confirmation email to confirm it was purchased. Reach out to us here with your missing item and order information, and we can cross reference our studio packing slip. If it is indeed missing, we will ship your missing item to you as soon as possible!

Q. I don't think I've received any email updates about my order. Why is that?
We send order confirmation email/SMS's after you place an order online with us, shipping and tracking confirmations, as well as pre-order timeline updates and other communication via email/SMS. We also update our Social Media (Instagram) with any general updates: @st.soleil_

If you haven't received any of these, you can try the following:
1. Check your email spam/junk folder 
2. You have the option to receive SMS or EMAIL updates at the checkout. You may have selected txt/SMS. Check your phone for message updates.
3. Check any other email account you may have (you can check out with apple ID, Facebook Emails, Google Accounts and other social accounts). All our communications are sent to the email address you checked out your order with
4. View all shipping order updates and tracking through the ROUTE APP

5. Still no luck? Contact our team with your full name and date of purchase and we can let you know what email address, phone number your order is under.

Q. Can I cancel my order?

If your order has not been processed by our warehouse or shipped, you may still be able cancel your order (excluding any custom made items) for reimbursement with a store credit. Please contact our studio as soon as possible

Q. Why does my order status say "Partially Fulfilled"?
Order statuses marked as 'Partially Fulfilled' are for usually for one of two reasons:
1. You added on the 'Carbon Neutral' contribution to your order. These items are automatically marked as 'fulfilled' in our system, which is the part of your order that is fulfilled. Your other items will be en route to you as per normal.
2. Your order has multiple items and if one is a PREORDER, this means one or more of your items is ready to go, our team is just waiting on the PREORDER stock to arrive to include it in your order.

Q. How do I use my discount code?
If you're lucky enough to have a coupon or discount code you can apply this at the checkout.

Q. Can I use multiple discount codes?
One discount per order.

Q. Do you allow returns and exchanges?
Yes, please contact our studio within 2 business days of receiving your order. We offer exchanges for store credit on all unworn, unused items excluding sales & sale items. A gift card will be issued upon return of the order & inspection.

View our full Returns Policy HERE

Q. I added ROUTE Insurance to my order and it is lost / has been stolen, how do I file a claim?
If you have added insurance to your order using 'Route' at the checkout and your order has been lost stolen or damaged, please file a claim at HERE, enter your email and order number & Route will help you with your claim & solve pithing 3-5 business days, international's orders will take up to 10-20 days.

Q. What if my order arrives faulty or damaged?
In most cases we will happily replace a damaged item or re-ship you an item if you received something incorrectly upon arrival. Please email our studio as soon as possible should this happen.

Q. What if I received the wrong order?
In the rare case that you received the incorrect item, we will be happy to send you the correct one at no additional cost, along with a return label (for most locations) for the incorrect item.

Q. What if my item isn't as described?

If an item isn't as you thought, please re-read the product description for it's full details, we make every effort to detail as much as possible. Should you wish to exchange your item based on change-of-mind, please contact our studio within 2 days of receiving your order at

If a jewellery item or chain is different than described please send our studio an email, all items are hand made & most pieces will have variations.

 Q. Do I have to pay taxes & duties on International orders?

Customers are responsible for Taxes & Duties to be paid before delivery.

Upon delivery, if you do not pay the Taxes & Duties due by your countries customs office your order will be forfeited and not refunded. Please send us an email with any questions regarding International shipping charges you're unsure about. 

Q. What about return or exchange shipping costs?

You will be required to pay for your own shipping costs if you decide to return your order. Shipping costs are non-refundable. We recommend using a trackable shipping service, as it is the customers responsibility to ensure its safe return.

If your item is damaged or incorrect, we will happily cover the return shipping costs.

Q. What is a pre-order cart warning? 

A pre-order cart warning occurs when you have pre-order items and ready to ship items in the same cart. If ordered together they will ship together when the pre-order is ready to ship. If you wish to receive the in stock item immediately, please place two separate orders. 

*Feb 2022 note: Our 'Route' insurance item and carbon offset item are always in stock, whilst all of our products are currently on pre-order due to our relocation. This means ALL orders will incur a pre-order cart warning. Please proceed with one order, as all items will be shipped together once we arrive in LA!


Still have a question we haven't answered? Reach out to our studio here