Store FAQ – Your Questions Answered
1. How long does it take to process my order?
We’re a small studio, and we prepare every order with great care.
Processing usually takes 3–5 business days, but may take up to 7 business days during busy periods.
Once your order ships, you’ll receive an email with a tracking link, so you can follow its journey.
2. Do you offer gift wrapping or special packaging?
Yes! Every piece arrives in our signature jewelry box, with a soft pouch, polishing cloth, alcohol wipe, and a thoughtful gift card.
It’s ready to gift — or quietly keep for yourself.
3. Can I change or cancel my order after placing it?
We begin processing orders quickly to ensure timely delivery.
If you need to make a change or cancel, please email us within 24 hours of placing your order at hello@solisofficial.com
After this window, we may not be able to modify your order.
4. What if my jewelry arrives damaged or incorrect?
We want you to love your SOLIS piece.
If your order arrives damaged or incorrect, please email us within 7 days of delivery with:
- Your order number
- Clear photos of the issue
We’ll gladly arrange a replacement or refund.
5. How do I care for my SOLIS jewelry?
To keep your jewelry beautiful for years to come:
- Avoid contact with water, perfumes, or harsh chemicals
- Store pieces in their provided pouch or box when not in use
- Use the included polishing cloth to gently clean
6. Are your gemstones natural?
Yes. We use natural gemstones and pearls, each with its own unique patterns and slight variations — that’s part of their natural charm and authenticity.
7. Do you ship internationally?
Absolutely. We ship worldwide with care.
Delivery times and fees vary depending on your location — please see our Shipping Policy for details.
8. What if I’m unsure about sizing?
No worries!
Just email us before ordering, and we’ll be happy to provide measurements and styling guidance to help you choose the perfect fit.
9. Can I return or exchange my order?
Yes — returns are accepted within 14 days of receiving your order for most items.
- Earrings, custom-made, engraved, and limited-edition pieces are final sale.
- Please return items in unworn condition with all original packaging.
- For faster exchanges, we recommend placing a new order and returning the original.
Please review our Return Policy for full details.
10. How can I contact customer support?
We’re always here for you.
Email us anytime at hello@solisofficial.com, and we’ll respond as quickly as possible (usually within 24–48 hours on business days).
11.Custom Orders → How it works / Return Policy
Q: Can I request a custom design?
A: Yes! You can request changes to existing designs or propose a new idea. We’ll provide a quote based on your needs and available materials.
Q: How long does a custom order take?
A: Most custom pieces take 7–10 business days for production. If special materials are required, we’ll let you know about extended timelines.
Q: Are custom orders returnable?
A: Due to the rarity of our pearls and gemstones, and the personalized nature of custom work, all bespoke orders are final sale unless there’s a quality issue.
Q: How do I start a custom order?
A: Simply contact us via the email. Share your idea (or reference an existing design), and we’ll guide you through the process.
