How Can We Help?
Orders are shipped from our warehouse in Burleigh Heads, QLD, Australia
If you wish to cancel your order, please contact our Customer Care team at customercare@soleilsoleil.com.au as soon as possible.
As we aim to process and dispatch orders within 24 hours, we recommend getting in touch immediately. While we will always do our best to accommodate cancellation requests before your order is dispatched, please note that our Customer Care team operates during standard Australian business hours, and cancellations cannot be guaranteed once an order has been processed.
Our website uses Shopify Payments to securely process transactions. As part of this process, Shopify automatically reviews payments against various security checks, including billing details, IP address location and billing country, to identify any potential discrepancies.
If Shopify flags an order as medium or high risk for potential fraud, we are required to cancel the order and issue a full refund to protect both our customers and our business.
If you believe your order has been incorrectly flagged and you are placing a genuine purchase, we recommend trying again using an alternative payment method. If you are using a VPN (Virtual Private Network), we also suggest disabling it before placing your order again.
If you need to update your delivery address and your order has not yet been dispatched, please contact us at customercare@soleilsoleil.com.au as soon as possible.
Once an order has been dispatched, we are unfortunately unable to make any changes or redirect the parcel on your behalf. You will need to contact Australia Post or DHL Express directly to arrange a redirection, or wait for the parcel to be returned to us before we can arrange a reshipment or refund.
Please note that any reshipment will incur an additional shipping fee.
Our individual size charts can be found on each product page under the "sizing & fit" tab. If you need any further assistance or would like personalised sizing advice, please don't hesitate to contact our Soleil Soleil Customer Care team at customercare@soleilsoleil.com.au.
We'd be more than happy to help!
After we have processed your order, you will receive a shipping confirmation with tracking. Please note there is a delay between us dispatching an order and Australia Post updating their tracking, please allow up to 24 hours.
An order confirmation is automatically sent to your email address as soon as your order is placed. If you haven't received your confirmation, please check your junk or spam folder, as it may have been filtered there.
If you still can't locate your confirmation, you may have entered your email address incorrectly at checkout. Please contact our Customer Care team at customercare@soleilsoleil.com.au, and we would be more than happy to assist with updating your details.
To process a return, simply visit the relevant returns portal below and follow the prompts to lodge your request.
Once you have submitted your return request, the portal will guide you through the next steps and provide the relevant return instructions and shipping details.
Please ensure your items are returned in their original condition, unworn and with all original tags attached.
If you have any questions or need assistance with your return, please don't hesitate to contact our Soleil Soleil Customer Care team at customercare@soleilsoleil.com.au. We'd be more than happy to help!