Last updated: 9 August 2026
This Shipping Policy explains how Solévia processes and delivers orders placed through soleviacream.com. By placing an order, you agree to this policy together with our Terms and Conditions .
1. Shipping at a glance
- Eligible orders over $45.99 receive free worldwide shipping.
- Shipping charges for other orders are displayed at checkout.
- Tracking is provided after an order has been dispatched.
- Available delivery destinations are confirmed at checkout.
- Delivery timeframes are estimates and are not guaranteed dates.
2. Order processing
Orders begin processing after payment has been successfully approved. Processing includes confirming the order, preparing the product, completing quality checks and arranging collection by the delivery carrier.
Processing does not normally occur on weekends or public holidays. High-volume sale periods, new releases and public holidays may require additional processing time.
You will receive an order confirmation at the email address supplied during checkout. Please check the details carefully and contact us as soon as possible if anything is incorrect.
3. Free shipping over $45.99
Free worldwide shipping is available on eligible orders with a product subtotal above $45.99 after discounts have been applied. Any applicable customs duties, import taxes or local handling charges are not included in the free-shipping offer.
If your order does not qualify for free shipping, the available shipping methods and costs will be displayed before payment at checkout.
4. Delivery estimates
Delivery estimates depend on the destination, selected service, carrier network, customs processing and seasonal demand. The most relevant estimate available for your order will be shown at checkout or provided with your tracking information.
Delivery estimates begin after dispatch and do not include processing time. They are provided as a guide rather than a guaranteed delivery date.
5. Tracking your order
When tracking becomes available, it will be sent to the email address used at checkout. Tracking may take a short time to update after the carrier first receives the parcel.
Some international orders may be transferred between carriers. In these cases, the tracking page may show more than one carrier or a new local tracking number.
6. Address changes
Customers are responsible for providing a complete and accurate name, delivery address, postcode, email address and any required delivery instructions.
If you notice an error, contact us immediately. We will try to help, but we cannot guarantee that an address can be changed after an order has entered processing or been dispatched.
Additional shipping costs may apply if a parcel is returned because an incorrect or incomplete address was provided, unless the issue was caused by Solévia or the carrier.
7. Separate packages
Some orders may be dispatched in more than one package. Packages can travel separately and may arrive on different days, even if they were purchased in the same order.
Where available, separate tracking information will be provided for each package. Receiving one parcel does not always mean the remainder of the order has been delivered.
8. International orders and customs
International parcels may be inspected or delayed by customs. The customer is responsible for any import duties, local taxes, customs charges or handling fees imposed by the destination country, unless checkout expressly states that these charges are included.
We cannot control customs processing times or guarantee whether a destination authority will impose additional charges. Customers should check their local import requirements before ordering.
9. Delivery delays
Delays may occur because of customs, carrier disruptions, extreme weather, public holidays, incorrect addresses, remote delivery areas, high-volume periods or other events outside our reasonable control.
If your tracking has not updated for an extended period or your order has not arrived within a reasonable time, please contact us. We will review the tracking and, where appropriate, open an investigation with the carrier.
10. Marked as delivered
If tracking shows that a parcel has been delivered but you cannot find it, please:
- Check the delivery address on your order confirmation.
- Look around the property and any safe delivery locations.
- Check with household members, neighbours or building staff.
- Contact the delivery carrier using the tracking number.
- Contact Solévia if the parcel is still missing.
Carrier scans can occasionally update shortly before final delivery, so we may ask you to allow a short period before an investigation is opened.
11. Lost or damaged parcels
If your parcel arrives damaged, photograph the external packaging, shipping label and affected product before disposing of anything. Contact us through our Contact page with your order number and the photographs so we can assess the issue.
If a carrier confirms that a parcel has been lost, we will provide an appropriate solution in accordance with applicable law and the circumstances of the order.
12. Unopened returns
An unopened product may be eligible for a change-of-mind return if you contact us within 14 days of delivery and the item remains unused, sealed and in its original saleable packaging.
A return must be approved before it is sent. Unauthorised returns may be refused or returned to the sender. Customers are responsible for change-of-mind return postage, and original shipping charges are not refundable unless required by law.
Opened or used skincare products
Due to hygiene and product-safety reasons, we do not accept change-of-mind returns for skincare products that have been opened, unsealed, tested or used.
The opened-product rule applies only to change-of-mind returns. It does not remove your rights where a product is faulty, unsafe, damaged, incorrectly supplied or significantly different from its description.
13. Refunds
Approved refunds are returned to the original payment method after the return has been received and assessed. Bank and payment-provider processing times may vary after a refund has been issued.
We may request proof of purchase, photographs, batch information or other reasonable details required to assess a refund or product issue.
14. Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, you may be entitled to a replacement, refund or other remedy if a product is faulty, unsafe, incorrectly described or fails another consumer guarantee.
Nothing in this policy excludes, restricts or modifies any right or remedy that cannot legally be excluded, restricted or modified.
15. Contact us
For shipping, tracking or return assistance, contact us through the Solévia Contact page . Please include your order number so we can assist you faster.