FAQs
Frequently Asked Questions
Welcome to the solisjewel FAQ page. Below you can find answers to common questions about orders, shipping, returns, payments, products, and customer support.
1. What is solisjewel?
solisjewel is an online beauty and cosmetics store operated by Dongguan Fanhuo Trading Co., Ltd.
We offer a selection of beauty and cosmetic products through our website at www.solisjewel.com.
2. How can I contact solisjewel?
You can contact our customer support team by email at:
For order-related questions, please include your order number and the email address used when placing the order.
3. How long does order processing take?
Orders are generally processed within 1–3 business days after payment is confirmed.
Processing times may be longer during holidays, promotional periods, or periods of high order volume.
4. How long does shipping take?
Estimated delivery times may vary depending on your destination.
For customers in the United States, delivery may take approximately 7–15 business days.
For international destinations, delivery may take approximately 10–25 business days.
These delivery times are estimates and may be affected by customs processing, carrier delays, local delivery conditions, holidays, or other circumstances outside our control.
5. How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available.
Please allow some time for tracking information to update after shipment.
If you have difficulty tracking your order, contact us at:
6. Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at:
We will make reasonable efforts to assist you.
However, once an order has entered processing or has already been shipped, we may not be able to change or cancel it.
7. What should I do if I entered the wrong shipping address?
Please contact us immediately at:
If your order has not yet been processed or shipped, we may be able to update the address.
We cannot guarantee address changes after an order has entered processing or shipment.
Customers are responsible for providing accurate shipping information at checkout.
8. What payment methods do you accept?
Available payment methods will be displayed during checkout.
Payment availability may vary depending on your country or region.
All payments must be successfully authorized before an order can be processed.
9. Is payment on solisjewel secure?
Our store uses Shopify and supported payment service providers to process transactions.
Payment information is handled by the applicable payment provider according to its security and privacy practices.
solisjewel generally does not directly store complete payment card information.
10. Can I return an item?
Eligible products may be returned within 30 days after delivery, subject to the conditions in our Refund and Return Policy.
Returned products must generally be unused, in their original condition, and include original packaging when applicable.
For hygiene and safety reasons, opened or used beauty and cosmetic products may not be eligible for return.
Please review our Refund and Return Policy for full details.
11. How do I request a return?
Please email:
Include:
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Your order number
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Your name
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The email address used for the order
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The reason for your return
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Photos of the product if relevant
Our customer support team will review your request and provide further instructions when applicable.
12. What if my product arrives damaged, defective, or incorrect?
Please contact us within 7 days of delivery at:
Please include your order number, a description of the issue, and clear photos showing the product and packaging where applicable.
We will review your request and provide an appropriate solution.
13. Will product colors look exactly the same as they do online?
We make reasonable efforts to display product colors and appearance accurately.
However, actual colors may vary slightly because of lighting, photography, screen settings, monitor differences, and other display factors.
14. Are solisjewel products suitable for everyone?
Product suitability can vary from person to person.
Please review the product description, ingredients or materials where provided, and usage information before purchasing.
If you have known allergies, sensitivities, or specific concerns, review the product information carefully before use.
Discontinue use if irritation or an unexpected reaction occurs.
15. Do your products make medical or therapeutic claims?
No. Unless specifically and lawfully stated on an individual product page, solisjewel products are not intended to diagnose, treat, cure, or prevent any disease or medical condition.
Product descriptions are intended to explain cosmetic features, appearance, usage, and general product characteristics.
16. Are your customer reviews real?
Any customer reviews displayed on our website should reflect genuine customer feedback or clearly identified review sources.
We do not intend to present fabricated reviews or misleading customer testimonials.
17. Do prices include taxes and customs duties?
Applicable taxes may be calculated or displayed at checkout depending on your location.
For international orders, customers may also be responsible for customs duties, import taxes, or other fees charged by local authorities.
These charges are not controlled by solisjewel unless otherwise stated at checkout.
18. Why has my order been delayed?
Delivery delays can occur for several reasons, including:
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Customs processing
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Carrier delays
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Weather conditions
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Public holidays
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Incorrect delivery information
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Local delivery disruptions
If your order appears significantly delayed, please contact us at support@solisjewel.com.
19. Do you ship internationally?
We may offer shipping to multiple countries and regions.
Available shipping destinations and shipping options will be shown during checkout.
Some products or destinations may be subject to shipping restrictions.
20. How can I request privacy-related information?
For privacy questions or requests relating to your personal information, please contact:
Please review our Privacy Policy for more information about how we collect, use, and protect personal information.
21. Who operates solisjewel?
solisjewel is operated by:
Dongguan Fanhuo Trading Co., Ltd.
Business Address:
Room 403, No. 51 Jinzhu Street, Qingxi Town, Dongguan City, Guangdong Province
Customer Support Email:
support@solisjewel.com
Website:
www.solisjewel.com