ORDER
Can I still change or cancel my completed order?
Can I still change or cancel my completed order?
In case you need to change or cancel your order, please send us an email at support@solunma.com or use the contact form as soon as possible. We will try to accommodate your request, provided the package has not yet been shipped
Can I return or exchange an item?
Can I return or exchange an item?
Yes, that is possible. Please make sure to send us an email in advance at support@solunma.com with your request and ideally a reason why you would like to return or exchange your order, or use our contact form.
According to our cancellation policy, you as the customer are responsible for the return shipping costs.
Once we have received the returned order, you will be refunded the corresponding amount.
Please note:
The sender's name on the return shipment must allow for clear identification. This means that the sender must either have the same name as the recipient to whom we delivered the order or that the shipping label includes a corresponding reference.
What should I do if my ordered items arrive damaged?
What should I do if my ordered items arrive damaged?
In this case, please send us a brief description along with photos of the damaged item(s) via email at support@solunma.com.
Make sure that the damage is clearly visible in the photos. If the items show obvious damage, we will promptly refund the corresponding amount for your order.
What should I do if my ordered items have not arrived?
What should I do if my ordered items have not arrived?
If the estimated delivery date stated on your invoice has already passed or the shipment has been lost, we can initiate a reorder upon request or refund the corresponding amount for your order.
You can also contact us at any time with any questions regarding the delivery status.
PAYMENT
What payment options are available?
What payment options are available?
The payment methods available to you are Twint, PayPal, Apple Pay, Google Pay, and credit cards such as Visa, Mastercard, and American Express.
How secure is the SOLUNMA online shop?
How secure is the SOLUNMA online shop?
Our online shop uses transport protocols such as HTTPS, which are standard for a modern internet presence. The payment process is also encrypted using SSL with AES-256. In addition, we comply with PCI-DSS standards.
SOLUNMA is therefore a modern online shop based on the highest security standards, allowing you to shop with confidence.
Why is my payment not being accepted?
Why is my payment not being accepted?
This can have various reasons. Please try using a different payment method.
If the issue persists, please contact us at support@solunma.com with the subject: "Payment not possible."
Where can I redeem my discount and voucher codes?
Where can I redeem my discount and voucher codes?
You can redeem discount and voucher codes at checkout in the order summary or during the (final) payment step.
Is it possible to track my order?
Is it possible to track my order?
Yes, as soon as your order is shipped, you will receive a shipping confirmation email. This will include the corresponding tracking number as well as a tracking link.
SHIPPING
How long does shipping take?
How long does shipping take?
We know that fast delivery is important to you, and we work hard to achieve it. Unless a different timeframe is specified in the respective offer, your order is usually prepared for shipping within 1 to 2 business days and delivered within 5 to 11 business days. As a small compensation for the relatively long shipping times, we offer free shipping on all products in our range!
How much are the shipping costs?
How much are the shipping costs?
Each of our products is shipped to you free of charge by default.
Which countries do you ship to?
Which countries do you ship to?
Currently, we only offer shipping to America.
CANCELLATION
What does the 14-day right of withdrawal mean for me?
What does the 14-day right of withdrawal mean for me?
If you do not wish to keep your order, we grant you 14 days from the day of delivery to cancel your order.
How can I make use of it?
How can I make use of it?
If you would like to exercise your 14-day right of withdrawal, please send us an email at support@solunma.com with the subject "Cancellation" or use our contact form. Ideally, please include a reason for your cancellation request, as your feedback is very important to us.
Where should the return shipment go?
Where should the return shipment go?
Once you have informed us of your cancellation request, you will receive an email from us with further instructions and the return address.
When and how will I receive my refund?
When and how will I receive my refund?
After we receive your return, it will be reviewed within one to a maximum of two business days, and the corresponding invoice amount will then be promptly refunded using the payment method you selected during your order.