Information
Returns, exchanges and complaints
This policy applies to Solittari orders delivered within Kuwait and does not limit any mandatory consumer right.
Return or exchange period
A customer may request a return or exchange between 1 and 14 days from the invoice date. The request must include the order reference and be made through an official Solittari contact channel. The piece must be in its original, unused condition and in its original packaging, and the purchase invoice must be presented. A refund is issued by the original payment method.
Condition of a change-of-mind return
For a change-of-mind return, the piece must be unused, unworn, undamaged and in its original condition, with all components, presentation packaging and order materials. Solittari may decline a voluntary return that does not meet these conditions, subject always to applicable law.
Defective, damaged, incorrect or misdescribed items
Contact Solittari promptly if a piece arrives defective, damaged, incorrect or materially different from its description. Include the order reference, a clear description and photographs where reasonably possible. Solittari will provide an exchange, refund or other remedy required by applicable law, without a collection fee.
Starting a request or complaint
Contact the concierge before sending or handing over any piece. Provide the order reference, the requested outcome and enough information to review the request. Solittari may verify the customer, order and condition of the piece before confirming the next step.
Collection-only return process
Solittari does not accept unarranged return shipments and does not publish a walk-in returns address. Once a return is approved, Solittari will arrange collection from the original delivery address or another agreed address within Kuwait.
Collection fees
Where permitted by law, a change-of-mind collection may be subject to the delivery provider’s quoted pickup fee. Solittari will disclose the amount before collection is booked. No collection fee applies to a defective, damaged, incorrect or misdescribed item, or where a free return is otherwise required by law.
Inspection, exchange and refund
After collection, Solittari will inspect the returned piece and confirm the outcome. An approved refund will be issued to the original payment method unless another lawful method is agreed. Payment-provider processing times may vary. An exchange remains subject to availability.
Complaints and statutory rights
Solittari will review complaints using the order record and information provided by the customer. Nothing in this policy excludes or reduces rights or remedies that cannot lawfully be excluded under Kuwaiti consumer law, including the customer’s right to contact the competent authorities.
Return and complaint requests may be sent to solittarikw@gmail.com. · +965 9934 6263
