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​Store Policies & Terms

DELIVERY

  • Locally: SF EXPRESS and Internationally: DHL, Fedex,  HK Post office international service & SF Express delivery are used.

  • Please fill in SF Express/ EF locker/SF locker  branch code and district at Address* field at checkout if prefer self-pick up.

  • Orders are usually shipped between 3-14 business working days subjected to item availability.

  • We cannot guarantee shipping time after posting the parcel, due to time taken  and rules  for clearance and customs are respectively different in different countries. Refund will not be considered due to delayed shipping time.

SHOES EXCHANGE​

  • ALL SHOES are entitled for size change once as long as returning in brand new, unworn & undamaged  condition. (Including original shoe box if any)

  • Pictures of items are taken before sending to customers as proof that it is non defective.

  • ​Any reasons for exchange, please return the shoes for exchange within 5 days after parcels have been dispatched to customer.

  • Later than 5 days to return shoes will not be considered for exchange.

  • Both local and international customers  will be responsible for one way return postage fee if require for size exchange.

  •  If the shoe size purchased is already the smallest/ biggest, customers may exchange another item by settling price difference.

  • Please contact us before purchase if you are unsure about if certain designs run small / big, contact us by email: SolitaireC@enquiry.com or on ​Chatbox / fill in Contact Form on the website or direct message us on Instagram: SolitaireC for exchange details

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CLOTHING ITEMS EXCHANGE

  • Exchange is not provided for clothing items due to color difference, possible color difference due to lighting / digital device use.

  • All clothing items can be exchanged once if it comes with different sizes. 

  • If  items only come with ONE SIZE, no exchange will be provided.

  • We kindly suggest customers to check on measurement details below the product images before adding to cart on site.

  • Measurement can differ 2-3cm.
     

INTERNATIONAL CUSTOMS & DUTIES

  • All international orders are shipped DDU (Delivered Duty Unpaid). Customers are responsible for all applicable import duties, taxes, and customs fees imposed by their destination country.

  • SolitaireC does not collect these fees at the time of checkout. As these charges are determined by local customs authorities and are beyond our control, we recommend contacting your local customs office for an estimate of these costs prior to placing your order.

  • Non-payment of duties: If a delivery is refused or returned to our facility because the customer failed to pay the required import duties or taxes, SolitaireC will not reship the parcel. Should the customer wish to have the order redelivered, they must pay for the cost of the second shipment in advance.

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DELIVERY ACCURACY & RE-SHIPPING POLICY

  • To ensure your order reaches you without delay, please double-check that your shipping address and personal contact details are correct before finalizing your checkout.

  • In the event that a delivery is unsuccessful or returned to our facility due to incorrect, incomplete, or missing information provided by the customer, SolitaireC will not be responsible for the cost of re-shipping the parcel. To proceed with a second delivery attempt, the customer is required to pay for the new shipping charges in full, in advance. Once the shipping payment has been received and confirmed, we will dispatch the order to the corrected address.

 

Defects

What if unfortunately items received with defects/stains on the item?

  • Please kindly reach out to us within 5 days after the item has​ been delivered, by email: SolitaireC@enquiry.com or message us on the chatbox/leave a message on contact form or message us on instagram@SolitaireC

  • ​Make sure your return item comes with original tag if comes with any, so that we can facilitate a smooth exchange process.

  • A brand new item will be ordered for you.

  • ​Customer will be paying one way delivery fee when return, unpaid parcels will not be collected and will be returned to sender.

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REFUND

  • ONLY items that run out of stock will be refunded.

  • Once order is placed, refund will not be considered due to any reason.

  • SolitaireC holds right for final decision.

  • Any enquiry please reach out to us.

Product care

  • Always clean/wash clothing items with water not higher than 30 degrees celsius. No drying with heat.

  • Never apply water, alcohol wet wipes, chemicals on any leather products, e.g shoes / bags /belts etc. 

  • No washing for synthetic leather jackets

  • Always iron delicate clothing items with a piece of fabric on top to prevent direct heat from any type of ironing / pressing, which may leave heat marks on the fabrics.

  • Avoid high heat ironing, as it may damage the fabric structure.

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