Order Preparation Orders are prepared after payment confirmation.
Processing time and carrier transit time are separate. Larger,
multi-piece, or assembly-required products may have product-specific
fulfilment or delivery arrangements; where applicable, relevant
information will be shown on the product page or during checkout.
Delivery Options Available delivery services, shipping charges, and
estimated delivery windows are displayed at checkout when available.
Estimates are provided as a guide and are not guaranteed delivery dates.
Actual timing may depend on the delivery address, carrier capacity,
weather, customs procedures, seasonal demand, and other circumstances
beyond our reasonable control.
Check Your Address Please confirm the recipient name, street address,
apartment or unit number, postal code, and contact details before
placing an order. If you discover an error, email office@solenneva.com
as soon as possible. Once an order has been processed or handed to a
carrier, changes may no longer be possible.
Tracking and Delivery Attempts Where tracking is available, details will
be sent to the email address provided at checkout. Carrier tracking may
take time to update after a label is created. Some deliveries require a
recipient to be available, provide instructions, or arrange another
delivery attempt according to the carrier’s procedures.
Furniture Access and Measurements Customers are responsible for checking
whether the ordered product can reasonably pass through access points
such as doors, hallways, lifts, and stairways. Please review package and
product dimensions when provided. If delivery restrictions or special
handling requirements are stated at checkout, review them before
completing your order.
Damage, Missing Parts, or Delivery Problems If an item arrives damaged,
a parcel appears incomplete, or tracking indicates a delivery problem,
contact our support team with your order number and supporting details.
Photographs of the packaging, shipping label, and affected item can help
us review the issue. Keep all packaging and parts until you receive
guidance.
Customs, Duties, and Taxes Depending on the destination, international
shipments may be subject to import duties, taxes, or carrier handling
fees imposed by local authorities. Whether these charges are collected
at checkout or separately depends on the order and destination. Any
applicable third-party charges are determined by the relevant authority
or service provider.
We will share the shipping information available to us and help review
delivery concerns, but we cannot guarantee carrier schedules or
eliminate delays caused by external events.