Covid-19
During The Covid-19 crisis we apologise but we are unable to give accurate delivery times.
We are now shipping out twice a week and are experiencing shipping delays outside our control. However we trust our reliable shipping agents implicitly and know they will deliver your Hotlips to you as soon as they can.
Please contact us at hotlips@solange.co.uk for any questions or concerns.
Dear Friends,
Nothing is more important than the health of our loved ones and the greater community. During these turbulent times, out team is working remotely.
We want to ensure you that we are still open for business. We want to ensure you that we are still open for business. However to protect the health of our staff, we are shipping your orders twice a week and we are experiencing shipping delays outside our control. We apologise but we are unable to give accurate delivery times. However we trust our reliable shipping agents implicitly and know they will deliver your Hotlips to you as soon as they can.
The packages you receive from us are completely safe. We take care to disinfect ourselves and our jewellery before shipment.
As a thank you for shopping with us during these times, shipping is free worldwide.
Please email us with any enquiries or concerns:
hotlips@solange.co.uk
Thank you for your understanding during these unusual times.
With our best wishes from,
Solange and the Hotlips team x
Contact Us
We sell Hotlips exclusively online and through a select number of stockists.
As we are an online company, we love email.
For General Info: hotlips@solange.co.uk
For Press: london@solange.co.uk
We are an online company and sell Hotlips online.
If you wish to find Hotlips in person, you can visit one of our many stockists located all over the world.
Shipping
We are now offering FREE WORLDWIDE Shipping
UK: Royal Mail 1st Class Recorded: FREE SHIPPING
Worldwide: Royal Mail International Tracked : FREE SHIPPING
*Please note that during Covid-19 we apologise but we are unable to give accurate delivery times.
We are now shipping out twice a week and are experiencing shipping delays outside our control. However we trust our reliable shipping agents implicitly and know they will deliver your Hotlips to you as soon as they can.
Please contact us at hotlips@solange.co.uk for any questions or concerns*
We ship internationally to over 50 destinations.
Jewellery ordered from Hotlips by Solange are delivered within 3-7 working days (Monday - Friday) of order placement. Our delivery time frame starts from the moment an order is accepted.
UK Delivery Times (Pre Covid-19): We aim to deliver your order to the delivery address you have requested within 3-7 working days (Monday-Friday) for UK customers.
International Delivery Times (Pre Covid-19): 7-14+ working days (Monday-Friday) for international customers. Due to postal delays and country specific customs, we cannot give an exact or guaranteed delivery date.
Bank Holiday & Holiday Closures
We will be closed on the following days:
Friday 10th April
Monday 13th April
Friday 8th May
Monday 25th May
Monday 31st August
Please note that any orders placed within this timeframe will not be shipped until the the first working day following the bank holiday.
All UK orders will be sent via Royal Mail 1st Class Recorded.
International delivery will be sent via Royal Mail’s delivery partners.
When items are sent to another country, your parcel is often handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks.
Customs will depend on the country and/or state you are having the item shipped to as customs duties and taxes differ from country to country. Contact your local customs office if you're unsure of any applicable taxes and customs charges. Please note that customs duty or local tax is not included in the price.
USA Customs & Returns
Hotlips orders under $800 to one single person should be duty and sales tax free in the USA, but please contact your local customs office to confirm.
We have a local shipping address in the New York, USA for all Hotlips returns in the USA.
We insure each purchase during the time it is in transit until it is delivered to you. For international orders, we require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Hotlips by Solange and transfer of responsibility in the same way.
Returns & Exchanges
You can return any item for a refund within 30 days of receiving your original order. Bespoke items and re-lacquering services are created on a made to order, customised basis and are not able to be returned or refunded unless there has been a manufacturing fault.
If the item is out of stock in the size or colour you have opted for, then a refund will be issued instead. You will be contacted by a member of our team to inform you of this.
To return an item, please download a returns form for your region:
Returns Form - UK (download link)
Returns Form - EU (download link)
Returns Form - International (Non EU) (download link)
Any questions, please email us at: hotlips@solange.co.uk
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Returns to us must be in the original packaging and packed in a secure method, preferably in the same envelope it was received.
Please use the same postal service which your good were received with. Obtain proof of receipt and insurance to cover the value of the items you are returning. We are not responsible for any damage or loss of items that occur in transit to us.
We are unable to refund any customs charges or sales tax.
All goods will be inspected on return. In the unlikely event that an item is returned to us in an unsuitable condition, we may send it back to you.
We are not responsible for any items that are returned to us by mistake.
We will refund any money received from you using the same method originally used by you to pay for your purchase, unless agreed otherwise.
If you would like a different size or colour, please return your unwanted item and place a new order. Our products are made on a limited basis so, to avoid any disappointment, please follow this procedure.
If at any time you wish to cancel an order, please email us at hotlips@solange.co.uk
Please cancel your order as soon as possible after placing it.
If your order has already shipped, we will be unable to make a cancellation.
Warranty
Any manufacturing faults will be repaired free of charge within 6 months of purchase, all other damages will be chargeable. Jewellery damaged as a result of wear and tear are not considered to be faulty. Proof of purchase is required for this repair guarantee and it is only applicable to purchases made on hotlipsbysolange.co.uk or in Solange’s London and New York boutiques.
If you believe that your goods were received damaged, please contact us within seven 7 working days of delivery and we will do our best to help you.
Sizing & Jewellery Care
Our Hotlips rings come in 4 standard sizes:
X-Small = EU 46 / US Size 3 3/4 / UK G 1/2
Small = EU size 51 / US size 6 / UK L
Medium = EU size 54 / US size 7 / UK N
Large = EU size 56 / US size 8 / UK P
All jewellery will naturally wear with use over time.
Our Hotlips jewellery is made from sterling silver and lacquer.
Lacquer is a very durable material that is resistant to colour fading but care should be taken when wearing, storing and cleaning. Contact with perfumes, oils and cleaning agents should be avoided to prevent discolouration and damage. Lacquer in jewellery may also crack, chip, or break if it is exposed to too much moisture, dropped onto or knocked against a hard surface or the jewellery is bent or warped out of shape.
We ask that you remove it when washing hands or showering and when not worn, that it is stored carefully in the packaging provided with purchase.
Cleaning of lacquer can be done with a soft bristle toothbrush and warm water. Standard chemical jewellery cleaning products or ultrasonic cleansers should never be used.