FAQ
Frequently Asked Questions
Welcome to our Help Center. Below you’ll find useful information about ordering, payment, shipping, order changes, and after-sales support.
If your question isn’t covered here, please contact our customer support team at support@solvigueon.com. To help us locate your purchase quickly, remember to include your Order Number and the email address used to place the order.
Orders & Payment
How can I use a promotional or discount code?
You can redeem an eligible discount code during checkout whether you choose PayPal or a debit/credit card.
- Choose the product you would like to buy and select “Add to Cart.”
- Open your shopping cart and click “PAY WITH DEBIT/CREDIT CARD” to enter the checkout page. This checkout process applies to both PayPal and card transactions.
- If you are shopping on a mobile device, tap “Show order summary” to reveal the discount-code field.
- If you are using a desktop computer, the promotional-code box will appear on the right-hand side of the checkout page.
- Enter and apply your code, then proceed to complete payment through PayPal or with your card information.
Which forms of payment are available?
For your convenience, we support several secure payment methods, including:
- PayPal
- Visa
- MasterCard
- American Express (AE)
- Diner’s Club
- Most widely used debit and credit cards
- Apple Pay
- Google Pay
What will I be charged for shipping?
Standard worldwide delivery generally costs USD $5.99. Shipping charges may differ depending on the destination and any promotional offers available at the time of purchase.
Before you submit your order, the applicable shipping fee will be clearly shown during checkout.
Shipping & Delivery
Do you deliver internationally?
Yes. We provide worldwide shipping and operate with fulfillment facilities in multiple regions.
Depending on inventory availability and your delivery destination, our logistics team will generally arrange shipment from the nearest suitable warehouse to help reduce delivery time.
When should I expect my package?
After your order has been processed and dispatched, the estimated delivery period is approximately 10–20 business days.
Where can I track my shipment?
Once your package leaves our facility, a shipping confirmation will be sent to your email address. This message will contain the tracking number assigned to your shipment.
You may enter that tracking number into a universal parcel-tracking service such as 17track.net to review the latest shipping status.
Why has my tracking status not changed?
Tracking information does not always appear immediately after shipment. Please allow approximately 24–48 hours from the time you receive your shipping confirmation for the carrier’s system to register new tracking activity.
While a parcel is moving between carrier facilities or logistics hubs, several days may occasionally pass without a new tracking scan. This can occur during normal transit.
Why did only part of my order arrive?
Orders containing several products may be divided into multiple shipments. In some cases, items are stocked at different fulfillment centers, so we may send them separately to help them reach you sooner.
Each parcel will be assigned its own tracking number, and the relevant tracking details will be sent to your email.
Changes & Cancellations
Can I correct my delivery address, recipient name, or telephone number?
Requests involving shipping information are highly time-sensitive.
Please contact support@solvigueon.com as soon as possible and use the email subject:
“Urgent: Address Change”
Your message should contain:
- Your Order Number (for example, 071SHOP-112938)
- The email address associated with the order
- The full and corrected shipping details
We will make every reasonable effort to update the information provided the order has not already entered processing.
Once a package has been shipped, however, we are no longer able to modify its shipping information. In that situation, we recommend contacting the courier directly for further assistance.
Can I modify the size, color, quantity, or other products in my order?
Please contact us immediately because the period in which an order can be changed may be very limited.
Send your request to support@solvigueon.com with the following subject:
“Urgent: Order Change”
Please provide:
- Your Order Number (for example, 071SHOP-112938)
- Your Order Email
- Clear details describing the change you are requesting
Changes can only be accommodated before the order reaches the fulfillment stage. Because orders may move into fulfillment quickly, we cannot guarantee that modification requests will be completed.
Is it possible to cancel an order?
An order may be cancelled as long as it has not yet been dispatched. A small handling charge may apply when processing the cancellation.
After an order has already shipped, cancellation is no longer available.
Issues After Delivery
My product arrived damaged. How should I proceed?
We apologize for the inconvenience. Please contact support@solvigueon.com, and our customer service team will assist you as promptly as possible.
To help us review the issue, include:
- Your Order Number (for example, 071SHOP-112938) and Order Email
- Photos or video clearly showing the damaged product
- A clear photograph of the shipping label attached to the parcel
What should I do if the product appears defective or has a quality problem?
Product quality is important to us, and we’re sorry if your purchase did not meet the expected standard.
Please email support@solvigueon.com with the information below so our team can review the matter:
- Your Order Number (for example, 071SHOP-112938) and Order Email
- A detailed explanation of the quality concern or suspected defect
- Clear photographs or a short video showing the problem
Once we receive the necessary information, our support team will work with you toward an appropriate resolution.
What if I received an incorrect product or something is missing from my order?
We apologize for the fulfillment error. Please contact support@solvigueon.com so that our team can investigate and assist you.
Your email should include:
- Your Order Number (for example, 071SHOP-112938)
- Your Order Email
- A photo or video showing the incorrect product you received, or a list identifying the item(s) missing from your shipment
Account & Email Notifications
I never received my order confirmation. What should I do?
Start by checking your email account’s spam or junk folder, as automated order messages can occasionally be filtered there.
If you still cannot locate the confirmation, email support@solvigueon.com and provide the email address you believe was entered during checkout. Our team will locate the corresponding order and resend the confirmation email.
I still haven’t received a tracking number. Is this normal?
Tracking details are normally emailed within 1–2 business days after your order has been processed.
If more time has passed, first check your spam or junk folder. If no tracking message is available there, contact our customer support team for an update on your shipment.