Frequently Asked Questions

1. What is the return policy?

We accept returns within the first 10 days after receiving the product.

Items must be unused and in their original packaging.

Return shipping costs will be covered in full by the buyer.

The refund will be processed within 30 business days from the time the returned item is received (as long as the product is returned in perfect condition).

A confirmation email will be sent once the return is accepted.

2. How can I track my order?

Once your order is complete, you will receive an email with the information to track your order. If you do not receive it, please contact customer service.

3. How long does it take for my order to arrive?

It depends on the shipping address, but it should not take more than 10 business days. If 10 calendar days have passed and you have not received your order, please contact customer service.

4. What payment options are available?

We accept payments through PayU (credit cards, debit cards or transfers) and direct transfers to Bancolombia or Nequi.

5. Do you offer international shipping?

Yes, but for international shipments you must place your order via Whatsapp +57 3105101406.

6. What do I do if I received a damaged or incorrect item?

Please write to us to start the exchange or return process. You can also manage returns yourself through the website.

7. How do I choose the right size?

All products have a size guide according to measurements. (The size of the model that appears in the image is shown as a reference)

8. Are there any discounts or promotions available?

We do not have fixed discounts or promotions. It is important to be aware as some promotions may be activated on certain occasions.

9. How can I change or cancel my order?

Contact customer service directly or manage the return yourself through the website.

10. Do you have a size list?

Yes, you can find it in all available products.

11. What do I do if the item I want is out of stock?

Subscribe to our waiting list and we will send you your order as soon as it arrives. It is also important that you keep an eye on our social networks to keep up to date with our product launches or restocks.

12. What is the correct care for clothes?

For each product you will find specific care recommendations depending on the type of fabric.

However, we recommend:

13. Are there physical points to see the clothes?

At the moment we do not have a physical store, but if you want to try on clothes you can write to us on WhatsApp +57 3105101406 and schedule your appointment for the showroom.

14. How do I contact customer service?

Email: info@solene-essential.com

Whatsapp: +57 3105101406

Instagram: solene_essentials