Solenora FAQs

Solenora is an online store offering selected products through its official website. Product descriptions, prices, availability, and estimated delivery information are shown on the relevant product and checkout pages.

Choose the product you want, select the available options, add it to your cart, and continue to checkout. Review your contact details, delivery address, shipping method, and total cost before submitting payment.

Account requirements may depend on the checkout options available at the time of purchase. When guest checkout is available, you may order without creating an account. You should still provide a valid email address so you can receive order updates.

After a successful checkout, Solenora normally displays an order confirmation and sends a confirmation email. Check your spam or promotions folder if the message does not appear. Contact customer support if payment was charged but no confirmation was received.

Contact Solenora as soon as possible. We will try to update or cancel an order before fulfillment begins, but changes cannot be guaranteed after processing or shipment. Shipped orders may need to follow the return process.

Most eligible orders are prepared within 1–3 business days after payment confirmation. Weekends, public holidays, product launches, inventory checks, personalized products, and high-volume periods may require additional processing time.

Available destinations are confirmed during checkout. Certain products may be restricted because of local regulations, carrier limitations, customs rules, package dimensions, or service availability.

Estimated delivery time depends on the destination, selected shipping method, carrier network, customs processing, and local delivery conditions. Delivery estimates begin after the order has been processed and transferred to the carrier.

A shipping confirmation email normally includes a tracking number or tracking link. Tracking may take 24–72 hours to become active. You may also use Solenora’s Track Order page when tracking is available.

A temporary gap does not always mean the parcel is lost. Some carriers do not scan packages at every transfer point. Customs reviews, weather, transport interruptions, weekends, and local delivery backlogs may also delay updates.

International orders may be subject to duties, taxes, brokerage fees, or other charges imposed by the destination country. Unless checkout clearly states otherwise, these charges are generally the recipient’s responsibility.

Confirm the delivery address, check entrances and safe locations, ask household members or building staff, contact the local carrier, and allow up to 48 hours for a delayed delivery scan. Contact Solenora if the package still cannot be located.

Contact customer support promptly. Include your order number, a description of the problem, photographs of the item, outer packaging, internal packaging, and shipping label. Keep all packaging until the review is complete.

Most eligible products may be returned within 30 calendar days after confirmed delivery. Return approval is required before mailing an item. Product condition, exclusions, and mandatory consumer rights also apply.

Unless applicable law requires otherwise, personalized goods, perishable items, digital products, gift cards, opened hygiene-sensitive products, final-sale items, and products damaged through misuse may not qualify for change-of-mind returns.

Contact Solenora before sending the product back. Provide your name, order number, product details, reason for the request, and supporting photographs where relevant. Approved requests will receive return instructions.

Approved refunds are normally issued within 5–10 business days after the returned item has been received and inspected. Banks, card issuers, and payment services may need additional time to post the credit.

Exchanges depend on product availability. Solenora may offer a replacement for an approved damaged, defective, incomplete, or incorrect item. For a size or color change, returning the eligible product and placing a new order may be faster.

Solenora uses personal information to operate the store, process orders, provide support, prevent fraud, and meet legal obligations. More information is available in the Privacy Policy.

Use the Contact page or email [email protected]. Include your full name, order number, tracking number, and a clear description of the issue so the team can review your request efficiently.