To make your experience as smooth as possible, we've compiled a list of our most common questions and their answers. Please take a moment to browse through the FAQs below:

Products

Do you accept rush orders?

Absolutely! We offer rush order accommodations for a minimal fee. Just let us know your timeline and we'll do everything we can to make it happen.  Shipment will be through Lalamove, and the client will be the one to shoulder the delivery fee. Customer satisfaction is our top priority, and we're here to help in any way we can.

What is your lead time?

Our lead time in crafting your orders is as follows: 

• Lamps - 10 to 14 days

• Necklaces - 7 to 10 days

• Bracelets - 7 to 10 days

*Weekends and holidays not counted  

*Shipping takes 2-3 days within Metro Manila and areas around Luzon, and 5-7 days for Visayas and Mindanao.

*We accept RUSH orders with a minimal fee.

*We accept same day delivery thru Lalamove/Grab. Delivery fee will be shouldered by the client.   

Can you do family pictures?

Definitely! However, our base price is good for 2 heads only. We charge an additional 100 pesos for each head exceeding the 2.

I have sensitive skin. Can I wear your Memory Necklace?

Yes, since our Memory Necklaces are gold-filled. Gold-filled necklaces are a quality alternative to solid gold because it has more gold content than plated jewelry. It won't turn your skin green; it's lead, nickel, and cadmium free making it perfect for sensitive skin. 

Payments

How can I pay?

We accept payments through Gcash, Metrobank, BDO and remittance centers, as well as Cash On Delivery (COD) and Cash on Pickup (COP).

Do you accept COD/COP?

Yes!

Do you require down payment?

Since the item is personalized, we do require a down payment to settle your order. You may settle the balance before shipment or COD  😊 

REQUIRED DOWNPAYMENT:

• Lamps - P1,000

• Necklaces - P500

• Bracelets - P500

Order Tracking, Returns & Exchanges

If we shipped an incorrect item

We understand that receiving the wrong item can be frustrating. If you receive an item that is not what you ordered, please contact us immediately and we will work to resolve the issue as quickly as possible. We will cover the cost of return shipping and provide a replacement item at no additional cost to you.

If we gave a broken item

We package all of our products carefully to ensure they arrive in pristine condition. However, if your item arrives broken, we will work with you to resolve the issue. Please send us a video and photos of the damaged item upon opening of the parcel and we will provide a replacement item at no additional cost to you.

How do I track my order?

Once we have finished processing your order and it's shipped out, we will send you an actual photo of the item together with the tracking number, which you can use to track your package every step of the way. All you need to do is go to the tracking website of the courier that we have chosen for your order, and input your tracking number.

If you have any concerns or questions about your order, such as delays or delivery issues, feel free to contact us anytime. Our customer service team is more than happy to assist you with your needs.

Bulk and/or International Orders

Do you accommodate international orders?

As of now, we don't deliver internationally but we are definitely planning to expand our services and accommodate international deliveries soon. Stay tuned for updates on our website and social media pages!

Can you produce bulk orders?

For bulk orders, kindly send the following details to our email (thesolaceph.shop@gmail.com):

Item Name:

Target date:

Quantity:

Remarks (same/different design):

Privacy and Security

Is my information safe?

We seek approval from our clients before posting their orders to give them peace of mind knowing that we respect their privacy. We understand the importance of confidentiality when it comes to certain orders and are willing to uphold our clients' preferences. Our customers can rest assured that their information is kept private unless they give us their approval to post it.

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Our Commitment To You

QUALITY

Our commitment to using only high-quality materials ensures that our products meet the highest standards of craftsmanship and functionality.

SERVICE

At Solace, we take every concern seriously and we make sure to cater to each one, no matter how big or small it may be.

ASSURANCE

Our policy is to provide a targeted date of delivery, and we stick to it with complete dedication and attention to detail.

TRUST

As a trusted gift shop brand, our company has been able to establish a reputation for providing high-quality gifts for various occasions.