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FAQS

SOL CRAFTED FREQUENTLY ASKED QUESTIONS

COVID-19 UPDATE

Our top priority is the health and safety of our employees and customers, so we completely redesigned our production and fulfillment center to comply with state recommended social distancing and PPE guidelines.

What does this mean for you?

  • Processing times may be delayed. Generally processing times are within 3-5 business days* although currently those times vary due to the issues relating to COVID-19 and government orders and the impact to our business.  Processing times may also be extended during holidays, launches/re-stocks, limited edition releases and promotions.
  • We will notify you as soon as your order ships or if we foresee any issues with fulfilling your order.
  • You can cancel for a full refund. We have updated our return policy so you can cancel any unshipped order at any time for a full refund.

We appreciate your patience and understanding as we work through this together.

Thank you so much for your support with our small business!

*Please understand that business days do not include weekends or holidays such as  New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas

 
RETURNS & REFUNDS

Do you allow refunds/returns?

All sales are final. We do not offer refunds/exchanges, nor do we allow cancellations/ returns. Please keep in mind that colors will appear different on individuals depending on skin tone and lip pigmentation. Items will not be replaced or exchanged for this reason. solcrafted.com reserves the right to refuse any returns at any time.

*At this time, for any orders placed on or after March 16, 2020, our return policy has been updated to allow our customers to cancel unshipped orders at any time for a full refund. If you wish to cancel or have any questions, please contact customer service at hellosolcrafted@gmail.com


ORDER ISSUES

HOW CAN I REACH YOUR CUSTOMER SERVICE TEAM AND WHEN SHOULD I EXPECT A RESPONSE?

For customer service inquiries only, please email hellosolcrafted@gmail.com. Our Customer Service team is available M-F 8am - 5pm pst. We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.


I HAVE NOT RECEIVED MY ORDER CONFIRMATION, DID MY ORDER GO THROUGH?

Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team hellosolcrafted@gmail.com if you have not received your confirmation email after 24 hours of your purchase or DM our Instagram @shopsolcrafted. Please allow 24-48 for response.


CAN I MAKE CHANGES TO MY ORDER ONCE IT’S BEEN PLACED?

Due to the extremely limited nature of our products, all sales are final. Orders can not be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.


I HAVE RECEIVED MY ORDER AND NEED SOME ADDITIONAL ASSISTANCE.

Please contact our Customer Service Team hellosolcrafted@gmail.com to request replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 14 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their Packing slip (please ensure stamped initials are visible). Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.


DELIVERY


WHEN WILL MY PACKAGE BE DELIVERED?

Processing time for orders is 3-5 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. Once shipped, delivery time within the United States is 3-6 days and 10-21 business days internationally. We do not offer expedited shipping at this time. All orders are shipped via USPS. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS to international mail carriers.


I AM AN INTERNATIONAL CUSTOMER; DO I HAVE TO PAY CUSTOMS AND TAXES?

Items shipped outside of the United States are subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore can not be reimbursed by Sol Crafted. Customs regulations in the U.S.A. require that we display the full product value on the front of the package (this includes products that are purchased at a discounted price or are part of a promotion). Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

COVID-19 UPDATE  

Due to government regulations, we have been asked to place a temporary hold on shipments to the following countries:

Algeria
Angola
Antigua & Barbuda
Bahamas
Bangladesh
Belize
Benin
Brunei
Burkina Faso
Cambodia
Cameroon
Chile
China (Anhui Province, Heilongjiang Province, Henan Province, Hubei Province, Inner Mongolia Province, Liaoning Province, Shanxi Province, Sichuan Province, the Xinjiang Uygur Autonomous Region)
Costa Rica
Faroe Islands
Gambia
Ghana
Haiti
Iraq
Israel
Jordan
Kazakhstan
Kuwait
Kyrgyzstan
Laos
Latvia
Liberia
Mauritania
Mongolia
Montenegro
Mozambique
Nicaragua
Niger
Pakistan
Panama
Papua New Guinea
Peru
Samoa
Senegal
Sierra Leone
Solomon Islands
St. Kitts & Nevis
St. Marten
Suriname
Tajikistan
Tanzania
Timor-Leste
Tonga
Tunisia
Turks & Caicos
Uganda
Vanuatu
Venezuela

 

We are dedicated to ensuring the safety of our customers and are eagerly awaiting approval to return service to your area.


PRODUCT & STOCK


ARE SOL CRAFTED BEAUTY PRODUCTS SOLD AT ANY OTHER RETAILERS?

No. This is a small business in Orlando.

HOW DO I FIND OUT ABOUT UPCOMING LAUNCHES AND RESTOCKS?

New product and restock information will always be posted on our official Instagram account @solcraftedbeauty


IS THERE A LIMIT TO HOW MUCH I CAN BUY?

Due to the exclusivity of our products, some items may have limits placed the maximum quantity that may be purchased in one transaction.


CAN I RESERVE ITEMS BY ADDING THEM TO MY CART?

All products on solcrafted.com are in stock and available for order (unless otherwise noted). Items can not be reserved by holding them in your cart. Product availability is extremely limited and therefore may sell out before your purchase is complete. Order transactions are completed in the order they are received.