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Shipping Policy & Order Process

Shipping Policy  and 'How this Works'

At Solace, every piece is handcrafted with care and intention. As our jewellery often includes memorial elements, our shipping process is designed to be respectful, secure, and transparent.

Please read this policy carefully to understand our timeframes and how the process works.

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Order Processing & Production Timeframes

All Solace pieces are made to order.

Orders are processed once:

  • Full payment has been received, and

  • Memorial inclusions and all required sizing information have been returned to us

Our standard turnaround time is 4–6 weeks from the date we receive your completed inclusion pack.

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This timeframe includes:

  • Preparation and secure handling of memorial materials

  • Ring sizing or base ring manufacture (if not in stock)

  • Handcrafting, setting, curing, and finishing

  • Final quality checks

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Timeframes are estimates only and may vary during peak periods or due to factors outside our control.

 

How This Works

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To ensure clarity and peace of mind, below is a step-by-step outline of the Solace process:

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1. Order Placed & Payment Received

Your order is confirmed once full payment has been received.

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2. Solace Sends Your Inclusion Pack

We will send you a Solace Inclusion Pack, which includes:

  • Clear instructions for providing inclusions (ashes, hair, or fur)

  • A secure container for memorial materials

  • A ring sizer (if required)

  • A pre-paid return package for sending everything back to us safely

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3. You Return Your Inclusions

Once you have:

  • Provided the memorial inclusions, and

  • Confirmed your ring size (if applicable)

you return the pack using the supplied pre-paid packaging.

Production does not begin until this pack is received.

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4. Ring Sizing & Materials Preparation

If your selected ring size is not currently in stock, the ring will be made to size before the inclusion process begins.

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5. Handcrafting Your Solace Piece

Your ring is carefully handcrafted, incorporating your memorial inclusions. Each piece is created individually, meaning no two rings are ever the same.

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6. Quality Check & Final Curing

Your piece undergoes final curing and quality checks to ensure it meets Solace standards.

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7. Final Shipping

Once complete, your ring is securely packaged and posted to you using a tracked shipping service.

You will receive a dispatch notification once your order has been sent.

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Shipping Method

All finished Solace pieces are shipped via a tracked courier service.

Delivery timeframes vary depending on your location and courier provider. Once dispatched, Solace is not responsible for courier delays.

Domestic Shipping (New Zealand)

  • Domestic shipping costs are calculated at checkout

  • Orders are shipped using a tracked courier service

International Shipping

  • International shipping costs are calculated at checkout based on destination

  • International orders are shipped via tracked international courier services

  • Customs duties, taxes, or import fees are the responsibility of the customer

Shipping fees are non-refundable once an order has been dispatched.

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Memorial Materials & Shipping Responsibility

  • Memorial inclusions are sent to Solace at your own risk

  • We strongly recommend using only the supplied inclusion pack

  • Solace is not responsible for delays or loss during transit to us

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Due to the irreplaceable nature of memorial materials, replacement may not be possible.

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Incorrect Addresses & Missed Deliveries

Please ensure your delivery address is correct at checkout.

Solace is not responsible for:

  • Incorrect or incomplete addresses

  • Missed deliveries or failed delivery attempts

Additional shipping fees may apply for reshipment.

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