Order processing
- Orders are packed and dispatched within 1–2 business days (Monday to Friday, excluding Irish public holidays).
- Orders placed before 12:00pm Irish time are dispatched the same day whenever possible.
- Delivery times are counted from the day your order is dispatched, not the day it is placed.
- You will receive a confirmation email once your order has been dispatched.
Delivery times and costs
| Destination | Delivery time | Standard | Orders under €18 |
|---|---|---|---|
| Ireland | 2–5 business days | €5.00 | €3.50 |
| United Kingdom | 3–7 business days | £8.00 | £7.00 |
| Rest of the world | 7–14 business days | Shown at checkout | |
- Orders under €18 are usually a sympathy card on its own.
- We deliver to around 90 countries. International delivery costs are shown in your local currency at checkout, before you pay.
- Orders delivered outside the EU may be subject to import duties, taxes, or customs charges set by the destination country. These are not included in our prices and are the responsibility of the recipient.
Fresh flowers
Fresh flowers are delivered directly by our florist partner, The Crate.
- Delivered on the date you choose at checkout.
- Delivery is available across Ireland and Northern Ireland, Tuesday to Friday.
- Order by 1:00pm for next-day delivery.
Other partner products
Some items are sent directly by our partners, so delivery times may differ from those above. Where this applies, delivery information is shown on the product page and at checkout.
Tracking
- All orders are tracked, except sympathy cards. Once a tracked order is dispatched, we will email you a tracking link.
- Sympathy cards are sent by standard, untracked post to keep postage affordable. If a card does not arrive within the expected timeframe, let us know and we will send another free of charge.
Returns
| Item | Change of mind | Damaged or faulty |
|---|---|---|
| Standard items | Returnable within 30 days, unused and in original packaging | Replacement or full refund |
| Personalised items, such as QR plaques | Not returnable | Replacement or full refund |
| Fresh flowers | Not returnable (perishable) | Report within 24 hours, with photos |
| Dried flowers and wreaths | Not returnable (handmade to order) | Replacement or full refund |
Return postage is your responsibility, unless the item arrived damaged or faulty.
How to return an item
- Email hello@thesolace.com with your order number and the item you would like to return.
- We will confirm your return and send you the return address.
- Post the item back, unused and in its original packaging.
Damaged, faulty, or missing orders
- If an item arrives damaged or faulty, or does not arrive within the expected timeframe, email hello@thesolace.com within 7 days of delivery (or of the expected delivery date) with your order number and, where possible, a photo.
- We will send a replacement straight away or give you a full refund — no hassle, no stress.
Fresh flowers
If your flowers wilt prematurely, let us know within 24 hours of delivery, with your order number and photos of the flowers. We need the photos to raise the issue with our florist, and will then arrange a replacement or refund.
Dried flowers and wreaths
Because each arrangement is handmade, it may vary slightly from the photos depending on the materials available. If anything pictured is unavailable, it will be replaced with flowers of the same or greater value.
Refunds
- Approved refunds are issued to your original payment method within 3–5 business days of us receiving your return, and in any case within 14 days of you telling us you wish to cancel.
- If you return an item within 14 days of delivery under your statutory right to cancel, we will also refund the original standard delivery charge.
Exchanges
If you would like to exchange an item, email hello@thesolace.com and we will let you know whether an exchange is possible for that product.
Cancellations
- You can cancel any order free of charge before it is dispatched. Email hello@thesolace.com as soon as possible and we will refund you in full.
- Personalised items can only be cancelled before production begins.
Memorials and Aftercare
This policy covers physical products from our store. Cancellations and refunds for paid memorials, Solace Aftercare, and other digital services are covered in our Terms of Use. Nothing in this policy affects your statutory rights as a consumer.
Contact
Exit Here Limited (trading as The Solace)
The Studio, Abbey Court
Abbey Road, Deansgrange
Blackrock, Dublin, Ireland
Email: hello@thesolace.com