FAQ
Orders & Shipping
Where does SOLIVÉ ship?
SOLIVÉ currently ships within Canada, the United States and to select European destinations. For shipping rates, delivery times and market-specific information, please visit our Shipping Policy.
How long will my order take to arrive?
Orders are generally processed within 1–2 business days. Standard Shipping typically takes approximately 3–5 business days after your order has shipped. Express Shipping typically takes approximately 2–3 business days. Delivery times are estimates and may vary depending on destination, carrier delays, weather, customs processing and peak holiday periods.
Will I receive tracking information?
Yes. Once your order has shipped, you will receive a shipping confirmation email containing your tracking information.
I haven't received my order confirmation. What should I do?
Order confirmations are normally sent shortly after your order is placed. If you have not received your confirmation, please check your spam or junk folder and confirm that the email address entered at checkout is correct. If you still cannot locate your confirmation, please contact us at info@solivestudios.com.
Can I change or cancel my order after it has been placed?
We begin processing orders as quickly as possible. If you need to change or cancel your order, please contact SOLIVÉ Customer Care at info@solivestudios.com as soon as possible. While we will do our best to accommodate your request, we cannot guarantee that changes or cancellations can be made once an order has entered processing or has been shipped.
Will U.S. customers have to pay duties when their order arrives?
No. SOLIVÉ covers applicable import duties and customs-clearance charges for orders shipped to the United States.
You will not be charged an additional SOLIVÉ import-duty or customs-clearance fee upon delivery.
Are duties and taxes included for European orders?
No. European customers are responsible for applicable import duties, customs fees, VAT and other local taxes charged by the destination country. These charges are not included in the product price or shipping charge and may be collected by the carrier or local customs authority.
What should I do if my package is lost or arrives damaged?
Please contact SOLIVÉ Customer Care at info@solivestudios.com as soon as possible and include your order number. If your package appears to be lost in transit or arrives damaged, our Customer Care team will work with the shipping carrier to investigate and assist you with the next steps. If your merchandise itself arrives damaged or defective, please include photos of the item and packaging where possible.
Returns & Exchanges
What is SOLIVÉ's return policy?
Eligible online purchases may be returned within 14 days of delivery.
Items must be unworn, unused, unwashed and unaltered, with all original SOLIVÉ tags attached.
For complete details, please visit our Returns & Refunds Policy.
Are returns free?
Canada & United States: Complimentary returns are available for eligible full-price online purchases.
Europe: Customers are responsible for return shipping costs unless the item received is damaged, defective or incorrect.
How do I start a return?
Please contact SOLIVÉ Customer Care at info@solivestudios.com within 14 days of receiving your order.
We will provide return authorization, instructions and, for eligible Canada and U.S. returns, a prepaid return shipping label.
Can I exchange an item for another size or colour?
We do not currently process direct online exchanges. If you would like a different size, colour or style, please return your original purchase for a refund and place a new order.
We recommend placing your new order promptly, as we produce in limited quantities and cannot guarantee that your preferred size or colour will remain available.
When will I receive my refund?
Once your return has been received and inspected, approved refunds are issued to the original method of payment.
Please allow approximately 5–10 business days after we receive your return for processing. Your financial institution may require additional time for the refund to appear on your account.
Can I return a sale item?
Items discounted by 30% or more are FINAL SALE and cannot be returned, refunded or exchanged unless the item received is damaged, defective or incorrect.
Final Sale items will be clearly identified on the product page or at the time of purchase.
Can I return an item purchased from a SOLIVÉ retailer?
No. Merchandise purchased from an authorized SOLIVÉ retailer must be returned directly to the original place of purchase and is subject to that retailer's return and exchange policy.
SOLIVÉ cannot process returns or refunds for merchandise purchased through an independent retailer.
Product, Fit & Availablity
How do I choose the right size?
Please refer to the Size Guide available on our website and product pages.
Individual styles may fit differently depending on their design and intended silhouette. We recommend reviewing the fit information provided on each product page before selecting your size.
If you need assistance choosing a size, please contact us at info@solivestudios.com and our Customer Care team will be happy to help.
What is the difference between SOLIVÉ Premium Down and Vegan Down?
Our Premium Down styles use high-quality natural down insulation selected for exceptional warmth without unnecessary weight.
Our Vegan Down styles use premium synthetic insulation designed to provide warmth, comfort and performance without animal-derived down.
Specific insulation, materials and product details are provided on each product page.
How should I care for my SOLIVÉ outerwear?
Care instructions vary depending on the fabric, insulation and construction of each garment.
Always follow the care label attached to your SOLIVÉ garment. Additional care information may also be provided on the individual product page.
An item I want is sold out. Will it come back?
SOLIVÉ produces in thoughtfully planned, limited quantities, and some styles, colours and sizes may sell out.
Selected styles may be restocked depending on availability and demand. If a restock notification is available on the product page, we recommend signing up to be notified when your preferred item becomes available again.
Does SOLIVÉ offer pre-orders?
Selected SOLIVÉ styles may occasionally be offered for pre-order.
When an item is available for pre-order, the estimated shipping timeframe will be clearly displayed on the product page. Pre-order delivery dates are estimates and may be subject to change.
If your order contains both in-stock and pre-order merchandise, applicable shipping information will be provided at checkout or in your order confirmation.
What happens if an item becomes unavailable after I place my order?
We make every effort to ensure our online inventory is accurate. On rare occasions, an item may become unavailable after an order has been placed.
If this happens, we will contact you as soon as possible and issue a refund to your original method of payment for the unavailable item.
About SOLIVÉ
Where is SOLIVÉ based?
SOLIVÉ is an independently owned Canadian premium outerwear brand based in Ontario, Canada.
Our collections are thoughtfully created with a focus on design, warmth, fit, functionality and quality.
How does SOLIVÉ approach responsible production?
SOLIVÉ believes in producing thoughtfully rather than excessively.
We work with carefully planned, limited production quantities based on anticipated and confirmed demand. This approach helps us reduce unnecessary overproduction while maintaining the quality and attention to detail expected from premium outerwear. Our goal is to create outerwear designed to be worn, loved and kept for years. Learn more about our approach on our Sustainability & Ethical Production page.
Where can I buy SOLIVÉ?
SOLIVÉ is available online at SOLIVESTUDIOS.COM and through select authorized retailers.
Still have a question?
We're here to help. Whether you have a question about sizing, a product, your order, shipping or returns, we'd love to hear from you.
Email us at info@solivestudios.com — a real person from the SOLIVÉ team will be happy to help.