FAQ
Do you have any question?
Feel free to contact us, our sales department is at your disposal!
We will get back to you as soon as possible (within a few hours at most).
Here are the questions you frequently ask us:
Shipping and Orders
When will I receive my order?
Orders are shipped from our warehouse within 24 to 48 hours. Then, it takes between 6 and 11 business days (excluding weekends and holidays), depending on the destination country, for the item to arrive at your doorstep.
During high-demand periods or health crises requiring government measures, our delivery times may be extended by a few days.
Our delivery times are indicative and do not constitute a firm commitment.
My order is not complete
Since we have different storage locations and work with various suppliers, you may receive your products in separate packages. So, don't worry if you don't receive everything at the same time.
However, if you have not received your package within 30 business days from the date of the order, we will refund the full amount, and you can keep the item when it arrives.
Contact us at Support@Soleuma.com to report a missing item.
Can I cancel or change my order?
We process orders quickly, usually within 12 hours.
For this reason, you have 12 hours after placing the order to send a cancellation or modification email to Support@Soleuma.com.
After this time, your items will have already been shipped, and we will not be able to modify your order.
The item I received is broken/defective
Despite our careful selection of trusted carriers, your package may arrive damaged.
In this case, or if there is a design defect, please contact us at Support@Soleuma.com with the following details:
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Your order number
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Description of the issue (wrong/defective item, etc.)
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A photo or video
You will not need to return the product, and we will refund the full amount of your order in the form of a coupon (if you prefer another type of refund, please specify).
What payment methods do you accept?
We accept the following payment methods on our website: Visa, American Express, Mastercard, Debit Cards, PayPal, and Bank Cards.
Is my information secure?
To protect your personal information, we take reasonable precautions and follow industry best practices to ensure it is not lost, misused, accessed, disclosed, altered, or destroyed inappropriately.
If you provide us with your credit card information, it will be encrypted using SSL security protocol and stored with AES-256 encryption. While no method of transmission over the Internet or electronic storage is 100% secure, we comply with all PCI-DSS requirements and implement additional industry-accepted standards.