Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at support@soleoi.com

ORDER STATUS

After placing an order, you can view the order status anytime by logging into your account and clicking on the "My Account" tab. 

From there, click your tracking number for more information on your order.

For more information, please email us at support@solekoi.com

We ship and process orders on business days. 

Orders placed on Saturday and Sunday will resume processing and shipping the following Monday. Orders are usually processed and shipped within 1-3 days from the time the order was placed (regardless of shipping method). 

Easy checkout with Paypal, or with credit card (powered by 2Checkout).

RETURNS / EXCHANGES

Yes, if you mail an item back to us you will be responsible for the return postage. We highly recommend that you return your item(s) with a tracking number. We will not be held responsible for returns/exchange packages lost in the mail.

All Sale Items are FINAL SALE, NON-REFUNDABLE and NON-EXCHANGEABLE.

If you are not completely satisfied with your online purchase, you may email us for return or exchange it at support@solekoi.com. Your return or exchange must be submitted within 30 days from when your package is received.

Please understand we do not accept returns or exchanges for size issues.

SHIPPING

We can ship to any country in the world including United States, United Kingdom, Canada, Australia, Germany, Italy, France, Spain, although shipping carriers and delivery times may vary. For other countries, you can contact us at support@solekoi.com to check if we can ship to your country.

Depending on your location & purchase, your rates may vary. Just the reminder, Import duties, taxes, and charges are not included in the item price or shipping cost.

Due to COVID-19, shipments might be delayed and the tracking updates might be slowly updated. Please bare with us and stay safe!

You will be responsible for filing a claim with the carrier (USPS, FedEx, TNT or UPS). 

Once your claim has been filed, please contact us at support@solekoi.com with information regarding your situation and your order numbers. We will help you out!

Due to Covid-19, shipments might be delayed. Please bare with us and stay safe!

Standard Shipping: around 8-20 business days.

Fast Shipping: around 3-7 business days. 

To avoid delays, returned packages, and/or additional fees, please double check that there are no misspellings and that the correct street number, street name, unit numbers, city, state, zip code, are entered. Packages with incorrect addresses will be rejected by the courier.

Solekoi is not responsible for the shipping cost associated with the returned package.