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View compareFrequently Asked Questions
We've conveniently separated our frequently asked questions into multiple sections. If you have other questions, please get in contact here.
Returns
What is your returns procedure?
Enjoy easy returns within 30 days! Simply return your purchase in its original, unused, and undamaged condition, including packaging, within 30 days to receive a full refund. For more information, visit our full returns policy and access our online returns portal here.
How long does it take to get a refund?
Once we receive your return, we will begin processing it. Please allow up to 3 working days for this process to be completed. After your refund is issued, you will receive a confirmation email. Kindly note that it may take up to 15 additional working days for the refund to appear on your bank or payment statement.
How will I get my money back?
After your refund is processed, the funds will be credited back to your original payment method.
Can I return a used item?
Items must be unused, in their original packaging, and returned within 30 days of purchase to qualify for a return.
I have bought the wrong item!
Don’t worry, we’re here to help! You can easily request an online return, and we’ll guide you through the steps. Want to make changes to your order? You have up to 12 hours after placing it to make adjustments.
Can I cancel my order?
Our dispatch systems are highly efficient, so once an order is placed on our website, it’s usually not possible to stop it from being dispatched. However, this does not affect your statutory rights. You can cancel your order and return the item(s) within 14 days of receiving them for a refund.
How do I return an unwanted item?
Returning your purchase is simple! If you return it within 30 days in unused, undamaged condition along with the original packaging, you’ll receive a refund. Check out our full returns procedure here.
How do I return a gift purchased for me?
The gift purchaser may return the item to Solis Hair Care for a refund, as long as it meets our return conditions outlined here.
Can I exchange my item for something different?
If your item meets our return guidelines, we’ll issue a refund once it has been processed by our team, and you can reorder the correct item on our website here.
How do I return an order that was damaged in transit?
If your order arrives damaged, please contact us immediately, and we’ll assist you with returning the item to Solis Hair Care. Please note that we can only accept returns for items damaged in transit if you notify us within 3 days of receiving your parcel. If the parcel shows visible signs of damage upon delivery, we recommend refusing the delivery and contacting Solis Hair Care promptly.
Do I have to pay to return my order?
Please be aware that returning an item will incur postage costs, which are the responsibility of the customer. These costs are not covered by us, and we recommend using a trackable shipping service to ensure the safe return of your item.
Ordering
Ways To Order
Shop with us anytime, 24/7, all year round at www.solishaircare.com. Solis Hair Care is an online-only store.
If you have any questions or concerns about our products, don’t hesitate to reach out before placing your order. Our support team is available Monday to Friday, from 9:00 AM to 5:30 PM. Click here to contact us!
I'm having trouble completing my checkout!
Most checkout issues are typically related to payment problems, such as insufficient funds on your credit card. If you experience any difficulties during checkout, please get in touch with us, and we’ll be happy to assist you.
Where do I redeem a discount code?
At checkout, just enter your discount code in the 'Discount Code' field and click the Apply button. If the code is valid, the discount will be immediately applied to your basket. Enjoy!
My discount code is not working!
If your discount code isn’t working, please check the following:
- Re-enter the code to ensure there are no typos
- Verify the promotion details to ensure the offer hasn’t expired
- Confirm that the items in your basket are eligible for the promotion
If you're still having trouble, contact us and we'll be happy to assist you.
Why was my order cancelled?
In the rare case that an item you ordered becomes unexpectedly out of stock, we will notify you within 24 to 48 hours about the cancellation. If your order contains other items, they will still be shipped, and the unavailable item will be removed and refunded.
Will I be charged customs for my order?
Additional customs and tax fees may apply to international orders. These charges are determined by your local customs office and are beyond our control. As customs policies vary by country, we recommend contacting your local customs office to find out if any duties or taxes will apply to your purchase.
Delivery
Can I collect my order from Solis Hair Care?
Solis Hair Care ships all orders directly from our international distribution centers to the delivery address you specify.
How quickly can I get my order?
Delivery times vary by country. For estimated delivery times and details about our shipping services, please visit our Delivery page. We work with trusted, cost-effective shipping providers to ensure your order arrives safely and at the best possible price.
Is the estimated fulfilment time exact?
Our product pages display an estimated fulfilment time to provide an idea of when your item(s) will ship from our international distribution centers. Please note that this is only an estimate and may be impacted by factors beyond our control.
Do you deliver on Weekends & Public Holidays?
Deliveries are typically made on business days (Monday to Friday), though some carriers may provide Saturday delivery in select areas. All carriers will notify you when your parcel is out for delivery.
What are the delivery costs?
Delivery costs vary by country, but we strive to provide the most affordable and reliable options. For detailed information on delivery timeframes and costs, please visit our Delivery page.
What if my order arrives late?
Solis Hair Care collaborates with leading shipping providers to ensure timely delivery of your orders. Once your parcel is fulfilled and dispatched from our international distribution centers, responsibility for on-time delivery rests with the shipping provider, as it is outside our control.
How do I track my order?
It’s simple! After your parcel is dispatched from our international distribution centers, you’ll receive an email with your tracking number and a link to track your order. You can also monitor your parcel's status using our Online Tracking system on the tracking page.
My tracking number is not working!
If you’ve received a tracking number from Solis Hair Care, it means your parcel has been dispatched from our international distribution centers and handed over to the carrier. Occasionally, there may be a delay before the carrier updates their tracking system. If your tracking number doesn’t show any results right away, please try again later. The tracking information will update shortly, allowing you to follow your parcel as it moves through the carrier’s network.
Can I change my delivery address?
Our fulfillment systems are highly efficient, so changes to an order are typically not possible once it’s placed. If you’ve just placed your order and need to update your delivery address, please contact us immediately, and we’ll do our best to assist. If your order has already been dispatched, we won’t be able to make any changes. However, you may still be able to make specific arrangements directly with the carrier.
Why has my order been returned to Solis Hair Care?
If the carrier attempts to deliver your parcel and no one is available to receive it, they may retry within 24 hours, send you a notification, or leave a calling card at your address. The card will include instructions on how to arrange a re-delivery or collect your parcel from the carrier. If the parcel is not collected within the carrier’s holding period (typically 5 working days), it will be returned to our international distribution center. In such cases, we will issue a refund for your order, excluding the shipping charge. To stay informed, we recommend tracking your order online to check for any delivery attempts.
What if my order tracking says Delivered but I haven't received it yet?
In some cases, the carrier may leave your parcel with a neighbor if you’re unavailable to accept the delivery. It’s also a good idea to check safe locations, such as your porch, where the carrier may have left the parcel. If your parcel is missing, please contact us immediately, and we’ll work with the carrier to investigate and assist in locating your order.
Can I split my order and send it to two different addresses?
Unfortunately, we can only ship a single order to the delivery address provided at checkout.
What if my estimated delivery date has passed and I haven't got my order?
Solis Hair Care offers estimated dispatch and delivery timeframes to give you an idea of when your order is expected to arrive. Please keep in mind that these are estimates and may be influenced by factors beyond our control. We recommend tracking your order to stay updated on its status. If you believe your parcel has been misrouted or is significantly delayed, please contact us, and we’ll be happy to assist you.
How do I get Free Shipping?
Free shipping is available to everyone! Just make sure your order meets the minimum required value for Free Shipping, and you’ll see the Free Delivery option at checkout. Be sure to keep an eye out for occasional free shipping events!
Why is my order being sent in multiple packages?
Our goal is to deliver your items as quickly as possible. To do so, we may ship your order from multiple distribution centers, and in some cases, it may arrive in separate packages. Rest assured, there will be no additional charges for this.
Fulfilment
When will my order be fulfilled?
Orders are usually processed and fulfilled within 1 to 2 days. However, during peak seasons and high-demand periods, fulfilment times may be longer. We work hard to complete all orders as quickly as possible while ensuring the highest quality standards.
Why is my order unfulfilled?
No need to worry; this just means your order is progressing through our standard fulfilment process. If you have any backordered items, your order may remain in this status for 4 to 5 days while we process and package everything for shipment.
How are your products made?
We collaborate with an international distributor that has facilities around the world. Depending on your location, your order will be processed and shipped from the facility best suited to handle it efficiently.
Where are your products made?
Although our business is proudly based in Northern Ireland, we’ve partnered with an international distributor with facilities around the world to efficiently serve our global customers. This partnership allows us to process orders from the facility nearest to your delivery address, helping to lower costs.
Depending on your location and product availability, your order may be shipped from a different distribution center. This approach ensures a cost-effective delivery experience for our customers, regardless of their location.