Returns & Refund

Returns

Our policy lasts 30 days. If 30 days have gone by since your delivery, unfortunately, we won't be able to offer you a refund or exchange. If you change your mind about your purchase or require a change, you have up to 12 hours after the purchase time, to revise your order. Please email our customer service team support@solekoi.com.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all Solekoi tags attached, if applicable. Please note we do not accept the return or exchange for size problems.

If your order has been shipped, and you wish to cancel your order, you will need to wait for your order to arrive at your specified shipping address and send it back to us for a refund.

You will be responsible for paying for your own shipping costs for returning your item. A tracking number must be provided for all returns. Please note that return shipping rates are beyond our control and might cost more or less than $40, depending on where you live. If you would like to initiate a return, please email our customer service team support@solekoi.com.


To complete your return, we require a receipt or proof of purchase (or order number). Please email us first and follow the instructions when your request is approved.

There are certain situations where only partial refunds will be granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you about the approval or rejection of your refund.
If approved your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within days 2-7 business days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet (within2-7 days), please check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted on your account.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@solekoi.com.


Exchanges (if applicable)
We only replace items if we have sent the wrong size by accident or if they are defective or damaged on arrival. 

 

Received Damaged / Defective Item

If your order has arrived damaged or defective, we will send a replacement for free or process a refund, depending on your choice. Defective items must be reported within 5 days of receipt. If not reported, we will not issue credit. If you believe you have received a damaged / defective/incorrect item, please contact us within 5 days of receiving your package. A picture or video may be required for proof of defective and damaged item(s).

Shipping
To return your product, email support@solekoi.com for more information, please have your order number and shipping address ready so we are able to track your order. Once verified, we will reply within 24-48 hours with our return shipping address and the instructions to follow. A tracking number must be provided for returns.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary, usually 5-20 Business days.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.