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FAQs

ORDERING

Do I have to create an account to order something?

You are able to checkout as a guest  which means your information will not be saved for future purchases – or create an account and place an order. If you create an account, you're able to track orders, see your order history and your details, such as address information, will be saved for future purchases. 

 

What if I'm interested in purchasing an item that's sold out?

We occasionally restock items that sold out due to high demand. If you would like to be notified in case a sold out product becomes available, please sign up under "Notify me if this product becomes available" on the product page. You will then receive an email notification if we receive extra stock.

 

Where can I purchase a Sololu gift card?

Currently we do not offer gift cards online.

 

How can I use a coupon or discount code? 

Once you've reached the checkout page, enter your promotional code into our discount bar and click the "Apply" button. If the code is valid, your discount will be applied.

Please note that only one coupon or discount code is redeemable per order.

 

I am unable to place my order. What should I do?

If an error message keeps occurring in your check out process, there could be a credit card problem or issue with the billing/shipping address you are trying to use. To fix this error, try reformatting the names and addresses in your billing or shipping information. If the error message keeps reoccurring, please contact us by using the contact form here.

 

I have not received an order/shipping confirmation email. What should I do?

If you haven't received an order confirmation email after placing your order or if you haven't received a shipping confirmation email within 3 business days from the order date (Holidays excluded), please contact us by using the contact form here. Make sure to let us know the full name you placed the order under.

 

Can I edit/cancel an order I just placed?

Unfortunately, we are not able to make any changes to an order once it has been placed. We can however cancel an order at any point before it ships out. You can then place a new order for the correct product. Order cancellation requests should be sent to us via the contact form here

Please note that we are not able to cancel an order if it has been shipped already.

 

PAYMENT

It looks like my card has been charged twice. Why?

What you may be seeing is an authorization hold. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear and you will see one charge for the order you have placed.

Please note that authorization holds may last as long as 30 days, depending on the issuing bank. If you need help speeding up the process of clearing the authorization, you can contact the issuing bank of your credit card.

Please only click the "Complete Order" button once during checkout to avoid duplicate orders being placed. 

  

SHIPPING

When will my order be shipped?

Orders will be processed and shipped within 3 business days from the order date (Holidays excluded). For more information about shipping, please refer to our Shipping & Returns page.

 

Will there be delays in shipping during a sale period?

We work hard on getting your order out as soon as possible, however, due to a high demand of orders during a sale period it can happen that there is a slight delay in shipping. If this is the case, it will be stated in the notification bar at the very top of our site. We appreciate your patience during these delays and apologize for any inconvenience.

 

RETURNS 

Can I return a sale item?

Sale items are not eligible for a refund or an exchange and cannot be returned. All sale items are sold as final sale only. Please refer to the Final Sale section below or the Returns Policy on our Shipping & Returns page for further details. 

 

FINAL SALE

What does final sale mean?

Items with a price marked in red are final sale and are not eligible for a refund or an exchange. If a final sale item is returned to Sololu for a refund, the parcel will automatically be shipped back to you.

If you have any questions regarding a sale item you purchased or if you would like to see whether your order qualifies for a refund, please contact us by using the contact form here.

 

What if I purchase a gift for someone that is final sale?

The Final Sale section in our Return Policy applies to any final sale item purchased.

 

FABRICS & CARE

What if an item is not the color I thought it was?

Please keep in mind that due to different computer monitors and display settings the actual product's colors may vary slightly from the colors in our product photos. We have made every effort to display the colors and images of our products as accurately as possible. However, we cannot guarantee that your computer monitor's screen displays the colors accurately.  

 

How do I care for my Sololu jewelry?

To make sure your Sololu jewelry stays in the same condition as when you purchased it, we recommend you to follow the instructions below.

  • Store the pieces in a clean, dry place
  • Avoid contact with water or other liquids
  • Do not wear the jewelry when sleeping, swimming, bathing, showering or when doing household work
  • Some of the pieces may be delicate so care should be taken while wearing them

 

LOCATION

Where are you located?

Our office is located in the province of Ontario, Canada.

 

Is there a physical Sololu store I can visit?

At this time Sololu is exclusively based online. 

 

COLLABORATIONS

Would I be able to contact Sololu for collaborations?

If you would love to collaborate with us or become a Sololu ambassador, please head over to our Collaborations page for further details.