FAQ
How do I place an order?
To place an order, click on the "Shop" tab. Select which category you would like to explore. Choose the products in your preferred size and color. Once you've finished shopping, click on the checkout button on the upper right hand side of the website. Fill in your details and submit your order.
Payment & Shipping
We accept payments via PayPal, online bank transfer (BDO and BPI) and GCash. Kindly follow the instructions on our checkout page. We will be reserving your order for 2 working days from the time the order was made. Once you have deposited, kindly send us an email (with your order number as the subject) at hey.solana@gmail.com with your proof of payment attached. Your order will only be processed and shipped out once we have received your proof of payment.
You will receive a confirmation message via email, along with a tracking number for your package. You may expect your package to arrive within 2-4 working days.
Our shipping rates are as follows:
Metro Manila: ₱90
Greater Metro Manila: ₱150
Provincial: ₱200
*Packages sent within Metro Manila and Greater Metro Manila are delivered via Gogo Xpress, while packages sent to provincial areas are delivered via LBC Express.
Exchanges & Returns
We allow exchanges and returns of on hand item/s under the following conditions:
1. If you wish to have your item/s exchanged or returned, you must notify us within 3 days upon receiving you package. (ex. If you receive your package on a Tuesday, you have until Friday to notify us.)
2. Your item/s must be unused, unstained, unwashed and in the same condition that you received it. Any item not in its original condition, is damaged or stained, will not be eligible for an exchange or refund.
3. Exchange of item/s is subject to availability. We only offer what we have on hand.
4. Shipping fees and other related expenses will be shouldered by the customer.
For exchanges, you may send us a direct message or an email at hey.solana@gmail.com and we will let you know where you may send your item/s to.
Once your item is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange/ refund.
If your request is approved, a refund to your account (preferably BDO, BPI or GCash) will be made. Kindly provide the necessary details.
Pre-ordered Items
We have recently transitioned into a pre-order basis, which we will be implementing until further notice. This means that all available pieces on the website, unless stated otherwise, are for pre-order. Orders are collated into batches at the end of each week and have a 10-15 day production lead time.
Because these items are made to order, we will only accept refund requests if the items are damaged upon receiving them.
It is highly encouraged to check our size chart before making a purchase. And if you have any questions, you may send us a message via Instagram DM or email and we would be more than happy to assist you.
Sale Items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Shipping
Shipping costs for returning item/s will be shouldered by the customer. Shipping costs are non-refundable.
The number of days for the exchanged product to reach you may vary, depending on where it will be shipped out to.
You may opt to ship the exchange/ return item to us via courier of your choice, or through Grab Express or Lalamove. Kindly let us know so that we can make the necessary arrangements.
Repairs
In the event that your item has loose button/s, a damaged ring or zipper, feel free to message us and we can repair the item/s for free. Shipping fees will be shouldered by the customer.
Kindly note that second hand items bought through other platforms are not considered in this service.
Custom-made Items
As of the moment, we only accept customized lengths for a custom fee of ₱300. Aside from this, we currently do not accept other forms of customizations (change in fabric color or custom measurements).