FAQ

Order and Payment
Can I Cancel My Order?

Orders are processed quickly. If you need to cancel, email info@soleillevant.co as soon as possible and we will do our best to stop the order before dispatch. Once dispatched, cancellation is no longer possible — please refer to our returns process.
How Do I Know My Order Is Confirmed?

You will receive an order confirmation email as soon as your order is placed. A separate dispatch email is sent when your order leaves us.
How Can I Pay?

We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as Apple Pay, Google Pay, and Shop Pay. All payments are processed securely through Shopify Payments.
How Can I See My Order History?

Order history is available through your account. Log in at soleillevant.co and navigate to your account page to view past orders. Guest checkouts do not retain order history.
What Happens If An Item Is Out Of Stock?

If a product is not currently available, email us at info@soleillevant.co and we will let you know when it is back. You can also follow @soleil_levant_accessory on Instagram for restock announcements.
I Am Having Problems Placing My Order — What Should I Do?

Email info@soleillevant.co with a description of the issue and your order number if one was generated. We will look into it.

Account
Can I Shop Without Creating An Account? 

Yes. You can check out as a guest. Creating an account lets you view your order history and makes future checkouts faster.
How Do I Create An Account? 

Select "Create account" at the top of the site or at checkout. Enter your email address and a password, then confirm via the email we send you.

Product
Are the products handmade?

Yes. Each pair is assembled by hand, so there may be small variation between pairs in alignment, finish, or colour.
Where are your products made?

Each pair is assembled by hand in London, UK. Components are sourced individually — charms from Japan, jump rings from Europe — and put together one pair at a time.
Are the Charms Actually Sourced From Japan? 

Yes. The zinc alloy charms are made in Japan by our components supplier; the connecting jump rings are European-made, REACH-certified nickel-, lead- and cadmium-free brass. Each pair is then assembled by hand in the UK.
Are These Clip-On Earrings? 

No. All five styles are for pierced ears. Fuji, Sakura Crystal, and Shiro Sakura have a hook fitting; Neko and Ume have a post-and-backing fitting.
What Materials Are Used? 

Charms are zinc alloy with an epoxy resin coat. All connecting rings are nickel-free brass. Ear contact materials vary by piece: Neko and Ume feature titanium posts and backings; Fuji has a nickel-free plated brass hook; Sakura Crystal and Shiro Sakura have brass hooks. Full component details are listed on each product page.
Is Your Jewellery Fragile? 

The pieces are lightweight and precisely assembled. Treat them with care — avoid dropping or applying force to the components.
I Have a Nickel Allergy — Is Your Jewellery Safe? 

All connecting rings are nickel-free brass. For those sensitive around ear contact points, Neko and Ume feature titanium posts and backings, and Fuji features a nickel-free plated hook — these are the most suitable options. Sakura Crystal and Shiro Sakura have brass hooks. None of our pieces have been independently tested for severe metal allergies.

If you're unsure, please get in touch at info@soleillevant.co before ordering. None of our pieces have been independently tested for severe metal allergies; if you have a known severe allergy, consult your physician before wearing.
How Do I Care For My Jewellery?
  • Remove before swimming, bathing, or applying fragrance and cosmetics.
  • After wearing, wipe with a soft dry cloth to remove moisture and oils.
  • Store in a jewellery box, away from direct light and humidity.
  • Brass components may develop a natural patina over time; a light buff with a soft cloth restores the finish.
  • Avoid impact or excess force. Discontinue use if any component is damaged.
  • Contains small parts — keep out of reach of young children.

Shipping
Do You Ship Worldwide? 

We currently ship within the United Kingdom only.
What Are the Shipping Costs and Timeframes?

All UK orders are sent by Royal Mail Tracked 48 in large letter format and typically arrive within 2–3 working days of dispatch. Every order is tracked. Orders are dispatched within 1–2 working days of order confirmation.
Shipping is £2.99 per order. Orders totalling £45 or more qualify for complimentary shipping — applied automatically at checkout, no code required.
How Can I Track My Order? 

Every order is tracked. Your dispatch confirmation email will include your Royal Mail tracking number and a link to follow the parcel.
How Can I Change My Delivery Address? 

Email info@soleillevant.co as soon as possible with your order number. We can update the address before dispatch. Once an order has been collected by Royal Mail, changes are no longer possible.
What Shipping Method Do You Use? 

All orders are sent by Royal Mail Tracked 48 in large letter format.
Can My Order Be Delivered To A Different Address Than My Billing Address? 

Yes. You can enter a separate delivery address at checkout.
Can I Choose My Delivery Date? 

Not currently — delivery timescales depend on Royal Mail.

Exchange and Returns
Can I Exchange or Return My Order? 

Yes. You may return any unworn item in its original sealed packaging within 14 days of delivery. Earrings removed from sealed packaging cannot be returned for hygiene reasons. See our Returns Policy for full details.
How Do I Return My Order? 

Email info@soleillevant.co with your order number and reason for return. We will confirm the return address and next steps. We recommend using a tracked service — we cannot accept liability for items lost in return transit.
Which Items Can Be Returned? 

Any item that is unworn and in its original sealed packaging is eligible for return within 14 days of delivery. Once packaging has been opened and the earrings worn, the hygiene exception applies. Items that are faulty or not as described are covered by your statutory rights under the Consumer Rights Act 2015 — contact us at info@soleillevant.coand we will arrange return postage and offer a repair, replacement, or refund as appropriate.
Can I Exchange For A Different Product? 

We do not offer direct exchanges. To receive a different item, return your original order for a refund and place a new order.
How Do I Ship An Item Back? 

Return postage is your responsibility unless the item is faulty or misdescribed. We recommend a tracked service. If the item is faulty, contact us first and we will arrange return postage.
How Long Does It Take To Be Refunded? 

Refunds are issued to your original payment method within 14 days of us receiving the returned goods. You will receive a confirmation email once processed.

Other Questions
How Can I Contact You? 

Email info@soleillevant.co — please include your order number where relevant. Instagram: @soleil_levant_accessory — for general questions and updates.
I Haven't Received a Response — What Should I Do? 

We aim to respond within 3 working days. If you haven't heard back, please check your spam folder and try emailing again. You can also reach us via Instagram at @soleil_levant_accessory.