About Us
We have been operating for over One Year and we have managed to build up a reputable establishment online. We have a great team and aim to grow our business more and more, offering our customers the best products available.
If you have any questions about our products, or if would like to check the availability of an item, please use the “Contact Us” page to get in touch.
Shipping and Delivery
How does shipping and delivery work?
You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your order is on its way - now what?
Once an order is placed, our team will carefully prepare the order to be shipped out, Please allow up to 1-4 days for our team to pick and pack your order. All orders are sent when all items are ready in full.
Your goods will then gently be sent via DHL (If they are not available, then with your local post office), and then it should be safely in your patiently waiting hands within 5-15 business days.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number that you can use here to follow this magical journey.
How much do I pay for shipping?
You do not need to worry about paying for shipping, it is absolutely FREE :)
When will my order arrive?
Once your order is picked and packed, the magical journey from SoleExotica HQ to your front door begins, and take's 5-15 business days to deliver your package!
How do I track my order?
Yay, time to celebrate – it’s on its way! After we pass your order to the post office, we will send you a shipping confirmation email which will give you your tracking code. This code can be used in the tracking page so you can follow the live tracking updates!
Help, I think my order is lost/hasn't been delivered?
Think your order might be lost in transit? Although the post office quote us 5-15 business days for delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 business days, please contact us and we can launch an investigation with the post office.
*Please note: For any queries or issues related to your order, we recommend you first reach out
to the post office directly. While we understand delays are frustrating, we are required to work within the post offices processes. Once you have contacted the post office directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
Can I change my shipping address?
Oops, your goods not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don’t panic! Contact us, and our team will do their best to resolve the issue.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it, so please check your address carefully!
Do you ship internationally?
We ship all over the globe, and the best part is, it is absolutely free!
Returns and Exchanges
Do you have a returns policy?
We have a 7-day return policy, meaning you have 7 days after receiving your order to file a return. We encourage you to read more about returns/refunds here.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return your goods to us for a full refund, provided it is returned within 10 days. For more information regarding refunds/returns, we encourage you to read here.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return my goods?
We have a 10-day return policy, meaning you have 10 days after receiving your order to file a return. We encourage you to read more about returns/refunds here.
Payment
How secure is your payment?
All jokes and puns aside - your privacy and security is our highest priority. We use PayPal which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
Our store accepts Credit / Debit cards, Apple Pay and PayPal.
How to use PayPal?
All you need to do is create a PayPal account, and simply add your credit/debit card to start making payments. Adding a credit or debit card not only save the hassle of looking for payment details each time you shop, it also better guards your data as you no longer have to type in your financial information on the different websites you check out on.
What currency is the store in?
All pricing is automatically regulated to match the currency of your location!
Can I pay in cash?
As much as everyone loves cash, we cannot accept it in any way, and all payments are done digitally.
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us here to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL here and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfillment partner you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
You can contact us by filling out the form here, by directly emailing us, or using our live chat feature in the bottom right of your screen :)
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful stories, as it warms our hearts to see our products being so well loved out in the big wide world. Should you have any feedback for us, please feel free to email us or send us a DM to our Instagram account!
Emailing list
Want fun, pun-filled, and always adorable emails straight to your inbox (plus stacks of awesome offers and discounts!)? Of course you do! You can sign up to our mailing list by simply typing your email address into the box that says "Email" at the bottom of the page.
Inbox hitting 1k and doing a spring clean of all those businesses you’ve signed up for? You can also unsubscribe or request fewer emails by going to the bottom of any of our emails and clicking the ‘unsubscribe me’ link - (we’ll miss you though!).