Overview.
Everything we make is produced to order, so getting it to you has two parts: how long your pieces take to make, and how long they take to travel. We post Australia-wide, and to New Zealand.
Before it ships.
Lead time depends on the piece and on what we hold in stock, so we confirm the timing for your specific order when you reserve. Bespoke commissions run longer and we quote the timeline with your proposal.
If your date is tighter than our usual lead time, ask us about a rush order. Rush orders are sent by Express Post.
Once your order is finished it leaves us within one to two business days. Every delivery estimate below starts from that dispatch, not from the day you ordered. Business days are Monday to Friday, excluding Australian public holidays.
Within Australia.
- Standard: $10.00 AUD, estimated 2 to 8 business days
- Express: $15.00 AUD, estimated 1 to 4 business days
- Free standard shipping on orders of $200.00 AUD or more
Every domestic order travels with tracking through Australia Post or StarTrack, packed in archival materials so the pieces arrive intact. You'll have a tracking number by email the moment it's on its way.
New Zealand.
- Standard international: $20.00 AUD, estimated 5 to 10 business days
International estimates are affected by customs processing, which we can't see or hurry. Any customs duties or import taxes payable in New Zealand are the recipient's responsibility.
Delays.
Every delivery timeframe on this page is an estimate, not a guarantee. We aren't liable for delays caused by couriers, customs, weather, or public holidays. If we're running behind on our side, we write to you as soon as we know rather than letting the date arrive quietly.
If your order is tied to a date, tell us when you reserve and we'll plan backwards from it.
If it doesn't arrive, or arrives damaged.
Please open your order on the day it lands. If anything is wrong, photograph the outer packaging before unpacking, photograph the pieces inside, and write to us within 48 hours at hello@solenedetails.com.au.
If it simply hasn't arrived within the estimated window, write to us and we'll chase the carrier from our end. Our Returns & remakes policy sets out what happens next: in short, we remake at no cost, or refund in full if a remake can't reach you in time.
Overview.
You pay in full when you order, then we send a digital proof to approve. Nothing is printed until you're happy with it, so you can cancel for a full refund any time before you approve your proof. Once you've approved it, each piece is personalised and made specifically for your day, so standard "change of mind" returns are no longer possible. The policy below is how we handle the moments when something isn't right.
What we'll always remake
- Workmanship that doesn't meet our standard
- Anything that doesn't match the proof you signed off
- Pieces damaged in transit
What we don't return
- Change of mind once you've approved your proof (cancel any time before then)
- Typos present on a proof you approved (we'll reprint at cost; see below)
- Gift cards
Faulty workmanship.
If anything about your order is wrong (print or finish below standard, colour off-tone, paper miscut, packaging damaged), write to us within 14 days of delivery with photographs. We remake the affected pieces at no cost and aim to ship the remake within four weeks.
Our workmanship guarantee covers manufacturing faults. If something is down to how we made or finished a piece, we put it right. We print in Australia.
Order doesn't match proof.
We keep every proof you've signed off on file. If the piece you received differs from your signed-off proof (wrong wording, wrong paper, wrong variant), write to us within 14 days of delivery with photographs. We'll cross-reference against the sign-off on our end and remake at no cost.
Typos & wording errors.
Typos found after delivery are the moment we move fastest. Send photographs and write straight away, within 14 days where you can. We hold the full proof history on file, so we can tell you which side missed it: if it was on the proof you signed off, we reprint at cost (paper + press, not design); if we missed your edit between rounds, we reprint at no charge.
Cancellation & postponement.
Plans change. We treat every cancellation and postponement personally. There's no rigid policy because there shouldn't be.
Before proof sign-off
Nothing has been printed yet, so the order can be paused or cancelled for a full refund.
After proof sign-off
Your sign-off sends the order to print, so a full refund is no longer possible, but we can:
- Hold finished pieces in archival packaging with us until your new date
- Reprint with updated dates at a 50% discount
- Apply the order value as a credit toward a future commission
Write to hello@solenedetails.com.au as soon as you know.
Damaged in transit.
Every order ships Australia-wide with tracking, packed in archival materials so the pieces arrive intact. Please inspect your order on the day it arrives.
If anything looks wrong:
1.
Photograph the outer packaging before unpacking, even if it looks fine.
2.
Photograph any damaged pieces inside.
3.
Write to us within 48 hours.
We remake at no cost. If a remake isn't possible (the day has passed, or it's too close to call), we'll process a full refund within 10 business days. Tell us which way you'd like to go.
Overview.
This is how we look after the information you share with us when you visit the site, place an order, or write to us. We follow the Australian Privacy Principles set out in the Privacy Act 1988 (Cth). The sections below explain what we collect, how we use it, and how to ask us to change or delete it.
What we collect.
- Identity & contact information: name, partner's name (where relevant), email, phone, billing & shipping addresses
- Event details: date, venue, guest count, wording for personalised stationery
- Payment information: processed by Shopify Payments; we do not store full card numbers
- Browsing data: pages visited, products viewed, cart contents, via cookies and analytics
- Communications: emails, messages, and proof correspondence kept on file for the duration of the project plus 7 years
- Sensitive information. We don't ask for or collect sensitive information as defined in the Privacy Act (health, race, religion, biometric data, etc.). If you choose to share something sensitive in a message to us, we keep it confidential and use it only for the purpose you shared it.
How we use it.
- To produce and deliver your stationery order
- To send order updates, proof rounds, and dispatch notifications
- To respond to enquiries and bespoke requests
- To send "Letters from Solène" newsletters if you've opted in (you can unsubscribe at any time)
- To improve the website and our service
- To meet our legal and tax obligations
Who we share it with.
We share personal information only with the third parties needed to deliver your order:
- Shopify (e-commerce platform and payment processing via Shopify Payments)
- Australia Post and StarTrack courier services
- Klaviyo (newsletter delivery, if opted in)
- Google Analytics and Meta Pixel (website analytics; you can opt out via the cookie banner)
- Our accountants and tax advisors, as required by Australian tax law
Some of these providers (Shopify, Klaviyo, Google, Meta) hold and process data outside Australia, primarily in the United States. By placing an order, opting in to our newsletter, or accepting analytics cookies, you consent to your information being handled there under privacy frameworks broadly comparable to Australia's.
We do not sell personal information to anyone.
Your rights.
We hold a working file on every order: name, contact, event details, the proofs you signed off, the messages we've exchanged. Any time you want to see what's there or change it, write to us:
- Request a copy of the information we hold about you
- Ask us to correct any information that's wrong
- Ask us to delete your information, subject to our legal obligations
- Unsubscribe from marketing emails at any time
- Opt out of analytics cookies via the cookie banner
Write to hello@solenedetails.com.au. We respond within five working days.
Cookies.
We use first-party cookies to remember your cart, session, and language preference, and third-party cookies for analytics and advertising. The cookie banner on your first visit lets you accept all, accept essentials only, or customise. You can change your choice at any time via the "Cookie preferences" link in the footer, or by clearing cookies in your browser.
Changes to this policy.
We update this policy as our practices change. The "Last updated" date at the top of this page shows when. If a change materially affects how we handle your information, we'll flag it more prominently: at the top of the page and (if you've placed an order with us) by email.
Complaints.
If you're concerned about how we've handled your information, please write to hello@solenedetails.com.au first. Direct contact is the fastest way to put things right. We acknowledge complaints within five working days and aim to resolve them within 30 days.
If you'd prefer to escalate, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.
Acceptance.
By placing an order with Solène Details ("Solène", "we", "us") through solenedetails.com.au, you agree to be bound by these Terms & Conditions. Solène Details is the trading name of Solène Co (ABN 49 376 738 783), the legal entity contracting with you. These terms are governed by the laws of New South Wales, Australia, and any dispute is subject to the exclusive jurisdiction of the courts of New South Wales.
Orders & payment.
Placing an order with Solène is an offer to purchase. We accept your order when we send you a confirmation email, at which point your order is reserved and we begin production planning. We may decline an order that falls outside our range. If so, we'll write to you within five working days and refund any payment in full.
Orders are paid in full at checkout. We then send a digital proof to approve, and nothing is printed until you've approved it. You can cancel for a full refund any time before you approve your proof.
Until proof sign-off, you can change quantities, paper, finish, or variant at no cost. After sign-off, changes may incur reprint costs.
Our pieces are made for personal use. They are not for commercial resale.
Proofing & sign-off.
Proof turnaround.
You'll receive a digital proof within five working days of submitting your wording brief. We refine it until you're happy, then you sign off.
What sign-off means.
Your sign-off authorises us to proceed to print, and confirms that the wording, layout, paper, and finish shown on the proof are correct. From that moment, a wording error present on the signed-off proof is your responsibility and a reprint is at cost. An error introduced after sign-off (a print fault, a paper colour shift, a workmanship fault) is ours, and we remake at no cost.
Pause rule.
If you do not sign off within 60 days of receiving your first proof, we may pause the order. Restarting requires a new reserve.
Lead time.
Lead time depends on the piece and on what we hold in stock, so we confirm the timing for your specific order when you reserve. Bespoke commissions run longer and we quote the timeline with your proposal. Any timing we give is an estimate based on our capacity and production calendar.
If your date is tighter than our usual lead time, ask us about a rush order. A rush fee may apply, and we confirm it with you before anything is charged. Rush orders are sent by Express Post.
If we are tracking behind on our side, we'll write to you as soon as we know and work out what to do next. We are not liable for delays caused by couriers, customs, or events outside our control. Full delivery options and rates are set out in our Shipping policy.
Intellectual property.
Collection designs.
The six themed collections (Aurora, Maison, Wildflower, Beaumont, Florence, Ivory) and their variants are the intellectual property of Solène Co. When you order from a collection, you receive a personal-use licence: to use your stationery for the event it was commissioned for, and to keep it as a personal record. You do not receive the right to reproduce, re-print, or commercially license any element of the design.
Bespoke commissions.
When we design something from scratch for you, the artwork is Solène's property by default. Full design rights can be transferred to you for an additional fee. Raise this before proof sign-off, and we'll document the transfer separately. If transfer isn't agreed in writing, the default applies.
Returns & remakes.
Refer to our Returns & remakes policy for full details. Faulty workmanship is remade at no cost under our workmanship guarantee. Wording errors present on signed-off proofs are reprinted at cost. Cancellation before proof sign-off is refunded in full; after sign-off, cancellation and postponement are handled case by case.
Pricing & currency.
All prices are listed in Australian Dollars (AUD). We are not currently registered for GST, so no GST is charged on your order and the price you see is the price of the piece. International shipping is quoted on order and is not included in product prices. We reserve the right to change prices at any time, but never on an order that has been placed.
Liability.
To the maximum extent permitted by law, Solène's liability for any claim arising from your order or these terms is limited to the value of the order. We are not liable for indirect or consequential losses. Nothing in these terms excludes any consumer guarantees under the Australian Consumer Law.
Contact.
Solène Co · trading as Solène Details · ABN 49 376 738 783 · Sydney, Australia · hello@solenedetails.com.au · postal address available on request
We aim to respond within two working days.