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

As of now, we don't accept payments via credit card or Paypal, but we do accept payments via bank deposit and online bank transfer (BDO, BPI and Metrobank). 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: ₱120

Provincial: ₱205

*Packages sent within Metro Manila and Greater Metro Manila are delivered via ByWay Courier and Logistikus Express, while packages sent to provincial areas are delivered via LBC Express.

 

Exchanges & Returns

We allow exchanges and returns of 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 Metrobank) will be made. Kindly provide the necessary details.


Sale Items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Pre-ordered Items
Because these items are made to order, we will only accept refund requests if the items are damaged upon receiving them. Should you wish to return the item/s for other reasons (i.e. wrong size, change of mind, etc.), the best we can do is: a) offer an exchange (subject to product availability); or b) convert the total amount to store credits. 

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.

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 GrabExpress or Lalamove. Kindly let us know so that we can make the necessary arrangements.