Order FAQ

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 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.

Should you still need help locating it, you
 can also contact our studio and just ask!

Q. Can I change my order?

In most cases, if your order has not shipped, you can change your order. Please contact our studio as soon as you can.

Q. I haven't received any updates, emails or communication from you about my order, what's going on?
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 shipped, you may still be able cancel your order (excluding any custom made items). 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 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, we offer to collect in certain countries before hand. It's the easiest option.

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.

 Have a question we haven't answered here? Reach out to our studio at