At Solivana, we are dedicated to crafting timeless linen pieces made especially for you. Your satisfaction matters deeply to us. However, due to the custom-made nature of our products, we have a specific return policy in place to ensure transparency and clarity.
Return Window & Eligibility
You may request a return within 14 days of your order being delivered, provided the following conditions are met:
- The item is unused, unwashed, and in original condition
- Original tags and packaging are intact
- You provide proof of purchase (order confirmation or receipt)
- The product is not a customized or made-to-order item (see below)
To initiate a return, please email our team at hello@twoskyretail.com.
Custom & Made-to-Order Items
Most items at Solivana are crafted to order to reduce waste and maintain ethical production standards. Therefore, we do not accept returns, refunds, or exchanges on custom or made-to-order items unless:
- The product arrives damaged,
- The wrong item was delivered.
If you’re uncertain whether your purchase qualifies as a made-to-order item, feel free to contact us before placing your order.
Return Shipping Responsibility
- All return shipping costs are the responsibility of the customer.
- Original shipping fees are non-refundable.
- We recommend using a trackable shipping method for all returns.
Damaged or Incorrect Orders
If your item arrives defective, damaged, or incorrect, please contact us within 48 hours of delivery. Include photos and a brief description so we can resolve the issue promptly with a replacement, refund, or exchange.
Non-Returnable Items
- Customized or made-to-order garments
- Items that have been worn, washed, or altered
- Sale items and gift cards
Exchanges
If you require a different size or color and the item is not custom-made, please return the original item and place a new order. Exchanges are only processed once the returned item has been received and approved.
Refund Timeline
Approved refunds will be issued to your original payment method within 10 business days of return processing. Please note, it may take additional time for your bank or payment provider to finalize the transaction.
If 15 business days have passed and you haven’t received your refund, contact us at hello@twoskyretail.com.
If you have any questions or need personalized support, we’re here to help.
Solivana – Linen for the Free-Spirited
Customer Support Team
hello@twoskyretail.com