Our happiness team is always here to assist.
Frequently Asked Questions (FAQ)
Orders and Shipping
1. How long does it take for me to receive my order?
Order processing typically takes [1-3] business days. Delivery times vary based on your location and the shipping method you select during checkout:
- Domestic Orders: Usually take between [5-7] business days.
- International Orders: May take longer, depending on your country and customs processing.
Once your order has shipped, you’ll receive a tracking number to follow its progress.
2. How do I create an account?
To create an account, simply follow these steps:
- Go to the “Sign Up” or “Create Account” page on our website.
- Enter your name, email address, and a password of your choice.
- Click on “Create Account.”
- You may also be prompted to enter your shipping information to save it for future purchases.
3. How do I change my shipping address?
To change your shipping address, contact us immediately. If your order hasn’t been shipped yet, we can update your address. Once the order has been shipped, changes may not be possible, but we will assist in tracking or rerouting the package if needed.
4. How do I track the status of my order?
Once your order has been shipped, you’ll receive a confirmation email with a tracking number and a link to track your package. You can also log in to your account to view the status of your order and check tracking details.
5. Will you keep my credit card information on file?
We do not store your full credit card details on our site. Payment information is securely processed by trusted third-party payment gateways. Your billing information may be stored for your convenience, but sensitive details like credit card numbers are never saved on our servers.
6. Do you charge sales tax?
Sales tax may be applied based on your location and applicable tax laws. The tax amount will be calculated during checkout before you complete your purchase.
7. Do you ship to my country?
We offer international shipping to many countries. During the checkout process, you will be prompted to select your country to check if we ship there. If your country isn’t listed, please contact us, and we will do our best to accommodate your request.
8. Will my items come in one package?
We strive to ship all items from your order in one package. However, depending on product availability or shipping logistics, some items may be shipped separately. If your order is split into multiple packages, you will receive a tracking number for each shipment.
Returns & Exchanges
9. What is your returns policy?
We accept returns within 7 days of delivery, as long as the items are unworn, unwashed, and in their original condition with tags attached. For full return instructions, please visit our returns and exchanges page.
10. I received the wrong item.
We sincerely apologize for the mistake! If you received the wrong item, please contact us right away. We will arrange for the correct item to be sent and provide you with instructions to return the incorrect item.
11. My order arrived damaged.
If your order arrives damaged, please contact our customer support team within 48 hours of receiving your package. Provide a photo of the damaged item, and we will offer a refund or replacement, depending on your preference.
12. Where should I mail my authorized return?
Once your return is authorized, we will send you the return address and detailed instructions. Please use a trackable shipping service to ensure your return is safely delivered.
Customer Support & Order Changes
13. How do I receive customer support?
Our customer support team is available to assist you! You can contact us via:
- Email: support@solenedress.com
We aim to respond to all inquiries within 24-48 hours.
14. What do I do if I entered an incorrect shipping address?
If you’ve made an error with your shipping address, please contact us immediately at support@solenedress.com. We’ll do our best to change the address if your order hasn’t shipped yet. After the package has been shipped, we may not be able to alter the address, but we can assist you in rerouting the package with the carrier.
15. Can I change or cancel an order after I’ve submitted it?
Once an order is submitted, it is processed quickly to ensure timely delivery, so we may not be able to make changes or cancel it. If you wish to modify or cancel your order, please contact us as soon as possible, and we’ll do our best to accommodate your request. If the order has already shipped, you can initiate a return once you receive it.
16. Can I pre-order an item that is sold out?
We may offer pre-order options for items that are sold out or out of stock. If pre-ordering is available, the item will be clearly marked as such on the product page. Pre-orders typically ship when the item is back in stock. For any questions regarding pre-order availability, please contact our customer support team.