FAQ
Find answers to some of the most common questions about ordering from Solistica.
If you still need help, our Customer Care team is available at hello@solisticas.com.
ORDERS
HOW DO I KNOW IF MY ORDER WAS SUCCESSFUL?
After completing your purchase, you should receive an order confirmation email at the email address provided during checkout.
If you cannot find your confirmation email, please check your spam or junk folder.
If you still cannot locate it, contact us at hello@solisticas.com with your full name and the email address used at checkout.
CAN I CHANGE OR CANCEL MY ORDER?
We begin processing orders as quickly as possible.
If you need to request a change or cancellation, contact us at hello@solisticas.com as soon as possible and include your order number.
We cannot guarantee that changes or cancellations will be possible once processing has begun.
If your order has already been dispatched, our normal return process will apply.
CAN I CHANGE MY SHIPPING ADDRESS?
If your order has not yet been dispatched, contact us as soon as possible at hello@solisticas.com.
Please include your order number and the correct delivery address.
Once an order has been dispatched, we may no longer be able to change the address.
SHIPPING & DELIVERY
WHERE DOES SOLISTICA SHIP?
Solistica currently ships to selected destinations across Europe and the United States.
Available shipping methods will be shown at checkout based on your delivery address.
If a shipping option is not available for your destination, unfortunately we may not currently be able to deliver there.
HOW LONG DOES DELIVERY TAKE?
Our standard estimated delivery timeframe is:
6–9 business days after dispatch.
Express shipping may also be available for selected destinations.
Please remember that delivery estimates may vary due to customs processing, carrier delays, public holidays or other circumstances outside our reasonable control.
DO YOU OFFER FREE SHIPPING?
Complimentary standard shipping is available on eligible Solistica orders.
Any available express delivery options and additional charges will be displayed during checkout.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive an email containing your tracking information.
You can also visit our Track Your Order page to check the latest available status of your shipment.
Tracking information may take some time to become active after dispatch.
WHY HAS MY TRACKING NOT UPDATED?
Tracking updates can occasionally pause while your parcel is moving between facilities, passing through customs or being transferred between carriers.
Please allow some time for the next update to appear.
If your tracking has not updated for an extended period, contact us at hello@solisticas.com with your order number and tracking number.
WILL I HAVE TO PAY CUSTOMS OR IMPORT DUTIES?
International orders may be subject to customs duties, import taxes or other fees imposed by the destination country.
Unless otherwise stated at checkout, these charges are generally the responsibility of the customer.
Solistica does not control customs charges imposed by local authorities.
For more information, please review our Shipping & Delivery page.
RETURNS & REFUNDS
CAN I RETURN AN ITEM?
Eligible items may be returned provided they meet the conditions set out in our Returns & Refunds policy.
Items generally need to be:
- unworn;
- unused;
- unwashed;
- returned with original tags attached;
- free from marks, makeup, perfume or other signs of wear.
Please review our full Returns & Refunds policy before sending anything back.
HOW DO I REQUEST A RETURN?
Contact us at hello@solisticas.com before sending your item.
Please include:
- your full name;
- order number;
- email address used at checkout;
- item you would like to return;
- reason for the return.
We will provide the appropriate return instructions.
Please do not send an item back without first receiving return instructions.
HOW LONG DOES A REFUND TAKE?
Once your return has been received and inspected, an eligible refund will be issued to the original payment method.
After the refund has been processed by Solistica, the time required for it to appear in your account depends on your bank or payment provider.
CAN I EXCHANGE AN ITEM?
Direct exchanges may not always be available.
If you would like another size, colour or style, the quickest option may be to return the eligible item and place a new order.
This also reduces the risk of your preferred replacement selling out while your return is being processed.
WHAT IF MY ITEM ARRIVES DAMAGED OR INCORRECT?
Please contact hello@solisticas.com as soon as possible.
Include:
- your order number;
- the affected item;
- a description of the issue;
- clear photographs showing the problem.
Please do not return or dispose of the item before receiving instructions from our Customer Care team.
SIZE & FIT
HOW DO I CHOOSE THE RIGHT SIZE?
Each product page includes a Size Guide to help you choose the most appropriate size.
Please check the measurements carefully before ordering, as sizing may vary depending on the style, fabric and fit of each piece.
Where available, you can also review the Size + Fit information on the product page.
WHICH SIZE SYSTEM DOES SOLISTICA USE?
Our Size Guide can display relevant sizing information depending on your region, including commonly used EU, US and UK sizing.
Always check the measurements provided for the individual product rather than relying only on the size label.
WHAT IF I AM BETWEEN TWO SIZES?
We recommend checking the garment measurements and the Size + Fit information provided on the product page.
If you are still unsure, contact us at hello@solisticas.com and include the name of the product you are considering.
PRODUCTS
WILL COLOURS LOOK EXACTLY THE SAME IN PERSON?
We make every reasonable effort to represent product colours accurately.
However, slight differences may occur because of:
- screen settings;
- lighting;
- photography;
- individual device displays.
These differences are normal and do not necessarily indicate a product defect.
WILL SOLD-OUT ITEMS COME BACK?
Some pieces may be restocked depending on availability.
Adding an item to your wishlist can make it easier to find the product again, but it does not reserve stock or guarantee that the item will return.
PAYMENTS
WHICH PAYMENT METHODS DO YOU ACCEPT?
Available payment methods will be displayed during checkout.
Payment options may vary depending on your country, currency and the payment services available for your order.
IS MY PAYMENT INFORMATION SECURE?
Payments are processed using secure payment services.
Where a third-party payment provider processes your transaction, your payment information is handled according to that provider’s security and privacy practices.
For more information about how we handle personal information, please review our Privacy Policy.
WHY IS THE PRICE DISPLAYED IN A DIFFERENT CURRENCY?
Solistica may display prices in different currencies depending on your location or selected currency.
Currency conversion rates may change, and your bank or payment provider may apply its own conversion rate or foreign transaction fees.
WISHLIST
HOW DOES THE WISHLIST WORK?
You can save products you love to your Solistica wishlist for easy access later.
Adding an item to your wishlist does not:
- reserve the product;
- guarantee availability;
- lock the current price.
Products remain subject to availability until an order has been completed.
NEED MORE HELP?
If you cannot find the answer you are looking for, our Customer Care team will be happy to assist you.
Email: hello@solisticas.com
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