FAQ

Welcome to the Solavelled Customer Care Center. Here you can find answers to common questions regarding payments, shipping, order adjustments, and product support. If you cannot find the information you need, please contact our customer service team at: Email: support@solavelled.com. To help us assist you efficiently, please include your Order Number and the email address used during checkout in your message.

1. Payments & Promotions

Q: How can I apply a discount code to my order? To use a promotional code during checkout, please follow these steps:

  • Select your favorite tableware pieces and add them to your shopping cart.
  • Proceed to checkout and choose your preferred payment method.
  • Enter your discount code in the designated discount field.
  • Mobile users: Tap “Show order summary” at the top of the checkout page to reveal the discount box.
  • Desktop users: The discount field can be found on the right side of the checkout page.
  • Click apply and continue completing your secure payment.
  • Please ensure the discount code is valid and entered correctly before placing your order.

Q: What payment methods do you accept?

Solavelled supports secure and reliable payment options, including:

  • PayPal
  • Visa
  • MasterCard
  • American Express (AMEX)
  • Discover
  • Apple Pay
  • Google Pay

All transactions are processed through encrypted payment systems to ensure payment security.

Q: How much is the shipping fee?

We offer a standard international shipping rate of: $5.99 USD. Shipping costs may vary depending on location, seasonal promotions, or special offers. The final shipping amount will always be displayed clearly before you complete payment.

2. Shipping & Delivery

Q: Do you ship internationally?

Yes. Solavelled provides international delivery services and works with professional fulfillment partners to ensure your tableware products are delivered safely and efficiently. Orders are arranged through the most suitable shipping route based on product availability and destination.

Q: How long does delivery take?

After your order has been successfully processed, standard delivery usually requires: 10-20 business days. Delivery times may vary slightly depending on destination, customs procedures, and local carrier conditions.

Q: How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number. You can use this tracking information to follow your parcel’s delivery progress through available tracking services.

Q: Why has my tracking information not updated yet?

Tracking information may require some time to appear after your package has been handed over to the carrier. In some cases, updates may take: 24-48 hours. Additionally, international shipments may temporarily show no updates while moving between sorting facilities or transportation stages. This is a normal part of the delivery process.

Q: Why did I receive only part of my order?

For larger orders containing multiple products, items may occasionally be shipped separately from different fulfillment locations. For example, ceramic plates, wooden serveware, and glass products may be dispatched in separate packages. Each shipment will have its own tracking information and shipping notification.

3. Order Changes & Cancellation

Q: Can I change my shipping address after placing an order?

Address changes are time-sensitive. If you need to update your delivery information, please contact us as soon as possible at: support@solavelled.com.

Please include:

  • Order Number
  • Checkout email address
  • Correct updated shipping information

We can only modify delivery details before your order enters the fulfillment process. Once the package has been shipped, changes must be handled directly with the shipping carrier.

Q: Can I modify my order after purchase?

If you need to change product details, such as:

  • Product style
  • Quantity
  • Size

please contact us immediately with:

  • Order Number
  • Checkout email
  • Requested changes

We will do our best to assist you, but modifications cannot always be guaranteed once order processing has started.

Q: Can I cancel my order?

Orders can only be canceled before they enter the shipping preparation stage. Once an order has been processed or shipped, cancellation is no longer possible. Approved cancellations may be subject to a small processing fee depending on the order status.

4. Product Issues & Customer Support

Q: My product arrived damaged. What should I do?

We are sorry if your order arrived damaged. Please contact our support team as soon as possible: support@solavelled.com.

Please provide:

  • Order Number
  • Checkout email
  • Photos or videos clearly showing the damage
  • A photo of the shipping label on the package

This information helps us review the issue and provide the appropriate solution quickly.

Q: I received a product with a quality issue.

At Solavelled, we carefully select materials and products to maintain high quality standards. If you believe your item has a manufacturing defect or quality concern, please contact us with:

  • Order Number
  • Checkout email
  • Detailed explanation of the issue
  • Clear photos or videos showing the problem

Our team will review your request and assist you accordingly.

Q: I received the wrong product or an item is missing.

We apologize for any fulfillment mistake. Please contact our customer service team and include:

  • Order Number
  • Checkout email
  • Photos of the received item
  • Details of the missing product

We will investigate and help resolve the issue as quickly as possible.

5. Email & Order Notifications

Q: I did not receive my order confirmation email.

First, please check your:

  • Spam folder
  • Junk mail folder
  • Promotional email folder

If you still cannot find your confirmation email, please contact: support@solavelled.com, using the email address entered during checkout. Our team will help locate your order information and resend the confirmation if needed.

Q: When will I receive my shipping confirmation and tracking number?

Shipping confirmation emails are usually sent within: 1-2 business days, after your order has been processed. If you have not received your tracking information after this period, please check your spam folder first. If the email is still missing, contact our support team and we will provide assistance.