Refund policy
1.Shipping Information
1.1 Processing Time:
All packages will be shipped within 1-3 business days after you place your order.
1.2 Delivery Time:
We offer worldwide shipping. Please refer to your country/region:
USA: 8-10 business days after shipment
UK: 8-10 business days after shipment
Europe: 8-10 business days after shipment
Australia and New Zealand: 10-15 business days after shipment
Canada: 8-12 business days after shipment
Other World: 10-20 business days after shipment
1.3 Shipping Costs:
Standard shipping is free; express shipping incurs a fee (depending on the customer's country).
Our packages are exempt from any import duties or taxes.
1.4 More Information:
- Please note that once an order is shipped, we have no control over the delivery process. In rare cases, such as peak season, international shipping may take up to 6 weeks.
- If your order has not been delivered within 6 weeks, you will be eligible for a full refund.
- We will provide a package tracking number, but sometimes it may take up to 5 days to appear, depending on the information we obtain from the logistics company.
2. RETURNS
2.1 Returns of ordered items:
The customer shall have a period of 14 days upon receiving the ordered items to return a product, the customer should only send an email to the following address: contact@solmero.com
Any request for a refund beyond 14 days will be refused.
The email must contain the following:
Title: “Product return”
Order number
The customer’s last name
Delivery address
Email address associated with the order
2.2 return reasons
- The item is damaged or has defects
- The item has not arrived within the maximum promised delivery period of 6 weeks
- The item is significantly different from that described
We reserve the right to refuse the return or refund of items when they do not meet the conditions outlined above.
We can't be responsible for the following:
User errors such as wrong address, wrong etc...
All orders include a tracking number, we're not responsible for packages that are successfully delivered but go missing from the user's property or mailbox, a refund will not be provided for this reason. It is the customer's responsibility to ensure that the address provided is safe for delivery.
Dimensions. Please make sure at the product page your mobile phone can get in your tiny bag before purchasing
Lost packages. If from any reason the package we sent was lost on its way, we cannot be responsible for it. Therefore, refund won't be given for this given reason.
2.3 Return condition
The return of the product remains at the customer’s expense and will not be refunded if any of the following conditions is not met:
Returned products must be new, unused, and, if applicable, in their original package.
If any returned item is soiled or damaged by the customer, it will not be accepted.
The customer will be responsible for paying for shipping costs for returning the item/s
2.4 How to make a return
1. Please email us at contact@solmero.com with "return request" and your order number in the subject line. Please include the reason for your return.
2. We will get back to you within 1 business day with our authorisation to ship the order back to us following our terms of returns and refunds.
3. Once your return package is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
4. We highly recommend adding tracking to your return as we cannot be held liable for packages lost in transit which we have no way of tracking.
Within 2-4 business days of our receipt of your return, you will receive an email that your return was processed. Your refund will be credited to your original method of payment minus return shipping costs. Please allow up to 10 business days for your bank to post the refund to your account.
Your satisfaction is very important to us. Send us an e-mail for any further questions at contact@solmero.com