In order to provide you an expected and quality service, the Customer Service of Solendro.com is located in France, at the headquarters of our company.
The requests submitted to us are treated as well as possible, all Solendro members can give you an appropriate respond.
10 Rue de Louvois - 75002 Paris
Our Customer Service +33 (0) 144 549 959 (local rates apply)
Monday to Friday from 10h to 12h and from 14h to 18h.
See you very soon!
Frequently asked questions(FAQ) :
To which countries does Solendro deliver?
Solendro deliver the goods throughout France and abroad, no matter what you want, please via www.solendro.com.
What are the different delivery methods ?
Solendro offers the following delivery modes :
• Relay point Delivery with Mondial Relay
• Home delivery with Colissimo
• 24 hours express home delivery via TNT
The delivery costs for Pickup Chronopost and for Colissimo are offered by Solendro if the order is over 30£! The TNT home express service cost is 10£.
What are the delivery times ?
All products offered on the site Solendro are available in our stocks (unless stated OOS), in order to guarantee the highest level of service and fast delivery.
Orders placed before 12 am. (Monday to Friday) is processed and delivered ... in the day! Which means, it is removed from storage, controlled, packaged and delivered to the carrier. Orders placed after 12 am, are given priority on the following business day.
You will then have 24 to 48 hours extra for delivery, depending on the carrier you choose (TNT, Colissimo, Mondial Relay).
You are notified by email the expedition and you can track your delivery on the Mondial Relay or Coliposte websites.
What are the delivery costs ?
The delivery costs for Chronopost and for Colissimo are offered by Solendro on order 30£ and above !
The TNT home express service cost is 10£.
What happens if I am not at home at the moment of delivery ?
If you chose Colissimo delivery, your parcel will be left in your mailbox if its size allows. The carrier may also leave it with a guard or a concierge, you will be informed by a calling card telling you to collect the parcel.
Otherwise, if you or the intended recipient is not in when the carrier attempts to deliver they may leave it with a neighbour, so you don’t need to go to the post office. In this case, a calling card with your parcel number and the name and the address of your neighbour will be posted to let you know this has been done.
Can I exchange ?
You can exchange any item that you are not satisfied within 100 days of receiving your order. Items you wish to exchange must be new and unworn, in their original box intact. You can exchange items to other brands, different size and colour.
If the returned items were on sale or if you used a promotional code when validating your original order, you will receive the same discount for exchange order.
If the amount of your exchange order is less than the amount of your original order, we will refund the difference about a week after receiving your parcel back to our warehouse.
How do I return an article?
1. Replace the item(s) with the tag(s) still attached in their original packaging and place them in the shipping carton.
2. Send an email to firstname.lastname@example.org, mentioning the reason for the return / exchange and the product you want to return; the item you want to exchange or the refund amount.
3. Print and paste the Colissimo pre-paid label on the return parcel which Mary will send you by email.
4. Bring the parcel to the post office (the label is a pre-paid label for the parcel, so you don’t need to pay at the post office when ye return the package!).
5. Keep your proof from the postal service. With the package number on this proof of deposit, you can follow your return at the following address: www.coliposte.net.
6. Your exchange or refund will be processed within 72 hours after receiving your parcel. You will receive an email from Mary that inform you that your refund / exchange has been made
How do I pay for the return ?
The return is completely free if your initial order is above 30 pounds. You have nothing to pay.
Just make sure that the returned items are in new condition and in their original packaging.
How can I get a refund for a product ?
Your refund will be processed within 72 hours after receiving your parcel. You will receive an email from Mary that inform you that your refund has been made by crediting if you paid by credit card, by check or via Paypal.
For refunds by credit card, it could be a few days late cause the interbank transaction.
How to use a promotional code ?
If you have a discount code Solendro, you can use it before validate your order. After entering the code, click the "Apply" button and the code will be applied directly to the amount of your cart.
Is the payment secure ?
Payment is completely secure with the online payment system of our banking partner: CMCIC.
Your banking data circulating on the Internet network in encrypted form, which means, the code is completely unreadable.
Moreover, they are only processed by the CMCIC and are never in possession of Solendro. In fact, when you type your credit card number to make purchases on Solendro is, in reality, is the CMCIC you send to and not Solendro.
How to cancel an order ?
To cancel an order on the site Solendro.com, you should just contact our customer service by phone after the registration as soon as possible (our Customer Service can be reached Monday to Friday).
Once your order has been shipped, it cannot be canceled. You can however make a refund after receive the parcel.
Respect of privacy
All information about your account Solendro are only used as part of your business partner with Solendro. This information will be never shared with others or be sold.
Solendro is registered with the CNIL (number 1612010).
This registration is for Solendro a commitment to comply with the law of 6 January 1978 relatived with information, files and freedoms. According to this law, you can be informed our offers by phone, mail or email. In addition, you have a right to access and rectify data concerning you.
Your banking information (card number, expiration date, security code) is never in our possession as bank transactions are processed directly by our payment partners.
How to sponsor ?
You will soon sponsor your friends who have never ordered at Solendro and earn vouchers !