Frequently Asked Questions

Frequently Asked Questions

Everything you need to know about ordering from Solenne, from delivery and tracking to returns, products and payments.

If you cannot find what you are looking for, our Customer Care team is always happy to help at support@solennestore.site.

Orders

How do I know my order has been received?

Once your order has been placed successfully, you should receive an order confirmation using the contact details provided at checkout. Please check your spam or junk folder if you cannot see it in your inbox.

Can I change my order after placing it?

If you need to change an order, contact us at support@solennestore.site as soon as possible. We will make reasonable efforts to help where the order has not yet entered fulfilment or been dispatched, but changes cannot always be guaranteed once processing has begun.

Can I cancel my order?

If you wish to cancel before dispatch, please contact us as soon as possible. If we are unable to stop the shipment, any statutory cancellation rights that apply to your purchase remain unaffected. Please see our Returns & Refunds Policy for full details.

I entered the wrong delivery address. What should I do?

Email us at support@solennestore.site immediately with your order number and the correct address. We will try to amend the details if fulfilment has not yet progressed too far, but changes may not be possible after dispatch.

Shipping & Delivery

Where does Solenne deliver?

We currently deliver to addresses within the United Kingdom, subject to any geographical or courier restrictions that may apply.

How much is delivery?

Available delivery methods and charges are shown during checkout before you place your order. Charges may vary depending on the delivery address, selected method, order size or weight, and any shipping promotion available at the time.

How long will my order take to arrive?

The estimated delivery timeframe for your order is shown during the purchasing process. Processing time and delivery time are separate, and delivery estimates generally begin after dispatch unless stated otherwise.

Unless another delivery period has been agreed, goods will be delivered without undue delay and within the period required by applicable UK consumer law.

Do weekends and bank holidays affect processing?

They can. Orders placed during weekends, UK bank holidays or particularly busy periods may begin processing on the next available working day.

What if my delivery is delayed?

Occasional delays can happen because of carrier disruption, severe weather, public holidays or other circumstances. If the delivery timeframe shown for your order has passed, contact us with your order number and we will help investigate. Your statutory rights relating to delayed delivery are not affected.

For more information, please see our Shipping & Delivery Policy.

Tracking

How do I track my order?

When tracking is available, we will normally send tracking information after your order has been dispatched. You can also visit our Track Your Order page.

Why is my tracking not updating?

Tracking can sometimes take 24–48 hours to update after a parcel has been handed to the carrier. There may also be periods with no visible scan while the parcel moves between distribution centres.

My tracking says delivered, but I cannot find my parcel. What should I do?

First, check the immediate delivery area, any authorised safe place, other members of your household, any delivery photograph or carrier message, and a neighbour where appropriate. If you still cannot locate the parcel, contact us at support@solennestore.site with your order number so we can review the delivery and investigate where appropriate.

I have not received tracking information.

If your order is still being prepared, tracking may not yet be available. If you believe it should already have been dispatched, contact us and we will check the order for you.

Returns & Refunds

Can I return an order if I change my mind?

For eligible online purchases, consumers will normally have a legal right to cancel without giving a reason. The cancellation period normally ends 14 days after the day on which you, or a person nominated by you, receives the goods.

How do I start a return?

Contact support@solennestore.site with your order number and the product you wish to return. We will provide the appropriate return instructions and return address for your order.

How long do I have to send an eligible return back?

After informing us that you wish to cancel an eligible purchase, you must normally send the goods back without undue delay and no later than 14 days after the day on which you informed us of the cancellation.

Can I return an opened haircare or cosmetic product because I changed my mind?

Certain products may be supplied with protective or hygiene seals. Where the legal health-protection or hygiene exception applies, the statutory change-of-mind right may not apply once the relevant seal has been broken after delivery. We only apply this exception where permitted by law.

This does not remove your rights if a product is faulty, damaged, unsafe, misdescribed, incorrect or otherwise does not conform to the contract.

Who pays the return postage?

For a change-of-mind return, you are normally responsible for the direct cost of returning the goods unless we tell you otherwise. Where goods are faulty, damaged, incorrect or otherwise non-conforming, different rules apply and we will cover return costs where required by law.

How will I receive my refund?

Where a monetary refund is due, it will normally be returned to the original payment method unless another method is expressly agreed and permitted by law. Your bank or payment provider may require additional processing time after we issue the refund.

Please read our full Returns & Refunds Policy for complete information.

Damaged, Faulty or Incorrect Products

My order arrived damaged. What should I do?

Please contact us as soon as reasonably possible at support@solennestore.site. Include your order number and a description of the issue. Where possible, photographs of the product, parcel, packaging and shipping label can help us investigate more quickly.

I received the wrong product or something is missing.

Contact our Customer Care team with your order number, details of the item affected and photographs where useful. If we have made an error, we will take appropriate steps to correct it at no additional cost where required.

What if a product is faulty?

Your rights for faulty goods are separate from change-of-mind returns. Products supplied by Solenne must meet applicable UK consumer-law requirements, including being of satisfactory quality, fit for their intended or agreed purpose and as described. Please contact us so we can assess the issue and provide the appropriate remedy.

Does opening or using a faulty product remove my rights?

No. Opening or using a product does not automatically remove your statutory rights if you needed to open or use it before discovering that it was faulty or otherwise non-conforming.

Solenne Products

What types of products does Solenne offer?

Solenne offers a range of haircare products including shampoos, conditioners, masks, oils, sprays and selected kits. Please check each product page for the information specific to that product.

Where can I find ingredient information?

Ingredient information is provided on the relevant product page and/or product packaging where applicable. Formulations or packaging may occasionally be updated, so we recommend checking the ingredient list, directions and warnings on the product you receive before use.

Will every product give the same result for everyone?

No. Haircare results can vary according to hair type, condition, previous treatments, routine, frequency of use and other individual factors. Unless a specific result is expressly guaranteed, individual cosmetic outcomes may differ.

What should I do if I have allergies or sensitivities?

Please review the ingredient information before use if you have a known allergy or sensitivity. If you experience an unexpected or adverse reaction, discontinue use where appropriate and seek suitable professional advice if necessary.

Can Solenne give medical advice about my hair or scalp?

Our Customer Care team can help with general product information, ingredients and directions for use, but cannot diagnose or treat medical conditions or provide personalised medical advice. For medical or scalp concerns, please seek advice from an appropriate healthcare professional.

Payments

What currency does Solenne use?

Prices for customers purchasing through our UK store are normally displayed in Pounds Sterling (£ GBP). The currency and total amount payable will be shown before you complete your purchase.

Which payment methods do you accept?

The payment methods currently available are displayed at checkout. Availability may vary depending on your device, location, currency and the services supported by our payment providers.

Why was my payment declined?

Payments can be declined for reasons such as incorrect information, insufficient funds, an expired card, failed authentication, bank restrictions, security checks or a technical issue. Please check the details entered or contact your bank or payment provider. Where available, you may also try another payment method.

Is my payment information secure?

Payments may be handled by specialist third-party payment providers using their own security systems. Never send us your full card number, CVV, banking password or one-time authentication code by email, contact form or social media.

For further details, see our Payment Policy.

Account & Emails

Do I need an account to contact Customer Care?

No. You can contact us at support@solennestore.site. For an existing order, include your order number whenever possible so we can assist you more quickly.

Why have I not received an order or dispatch email?

Please check the email address used at checkout as well as your spam, junk and promotions folders. If you still cannot find the message, contact us with your order details and we will help.

How do I stop marketing emails?

You can use the unsubscribe link in a marketing email or contact us to request that marketing communications stop. Transactional messages relating to your orders, returns, refunds or account security are separate from promotional marketing.

Need More Help?

We are here for you. If your question has not been answered above, please visit our Contact Us page or email:

support@solennestore.site

For order-related enquiries, please include your order number whenever possible.

Solenne
Beautiful hair begins with beautiful care.