Help Center– Solado
FREE SHIPPING ON ORDERS OVER $59

Help Center

How do I return?
To begin a return, you can head to our Return Center or contact us at support@solado.com with your order number.
If your return is accepted, we will send instructions on how and where to send your package. Please note that items sent back to us without first requesting a return will not be accepted.
Need some extra assistance? You can contact us for any return queries at support@solado.com.
Where is my order?
You can check your order's status here with your tracking number we shared via email.

Please feel free to contact us at support@solado.com if you need any further assistance.
How can I track my parcel?
You can check your order's status here with your tracking number we shared via email.

Please feel free to contact us at support@solado.com if you need any further assistance.
These items don't fit me/suit me, what should I do?
If there's something you do not wish to keep, please email us with your order number at support@solado.com highlighting the reasons for your return. We always love to hear feedback on sizing and materials, so feel free to let us know if there's anything we can improve on.
When will my order be delivered
Our carriers always do their best to deliver your order on time. Please refer to our shipping policy here:https://www.solado.com/policies/shipping-policy for estimated shipping times for your location.

Delivery time might be slightly longer during the Sales event or holiday season, and please keep an eye on your tracking link for the latest updates.
How can I exchange an item?
Need to exchange your item? The fastest way to do this is by issuing a return and creating a new order.
Why does my tracking status show no update?
Delivery in time has always been our priority, and we will always work hard to keep these temporary delays to a minimum. However, some factors that are out of our control might contribute to the no tracking update, such as extreme weather conditions, local COVID restrictions, or sometimes system updates that cause delays in tracking updates.
Please get in touch with us at support@solado.com should you need more help.
What is your return policy?
We have a 30 day return policy, meaning that you have 30 days to make a return request after you receive your order.
Is there a return label?
For unwanted items or exchanges, you will need to pay all costs for the return. This will differ depending on where you are shipping from and how many items you are returning. We do not refund the cost of shipping returns as we are a growing company, and therefore unfortunately cannot provide a returns label. If however you have received wrong or faulty items in your parcel, we will cover all costs associated with the the return. All we ask is that you email us at support@solado.com with photo evidence of the faulty / incorrect item. The acceptance of faulty items is at our discretion.
I am not satisfied with the quality,what should I do?
We're sorry there is an issue with your SOLADO order. Once you have received your order, please check for any damages or defects, and report them to us ASAP with your order number so that we can raise this with the manufacturer. We will accept returns and offer a full refund for faulty items. All we ask is that you email us at support@solado.com with photo evidence of the faulty item. The acceptance of faulty items is at our discretion.
Where do you ship from?
We currently manufacture and ship all items from China. This allows us to procure product and materials directly from manufacturers, ship directly our manufacturing source removing the need for any agencies or distributors, thus keeping costs low for our customer. Our teams can also visit our warehouses regularly to ensure they meet our labour and supply chain practices.
How long can shipping take?
Please check our shipping policy for estimated shipping times for your country here: https://www.solado.com/policies/shipping-policy
How long does it take to ship to me?
Please check our shipping policy for estimated shipping times for your country here: https://www.solado.com/policies/shipping-policy
Why have my items not shipped yet?
We usually ship within 24 hours of placing an order. Dispatch time may vary depending on stock availability (in a rear event, stock out might cause dispatch delay) and demand. Please keep checking your tracking for updates.
Where is my order?
You can check your order's status here with your tracking number we shared via email.

Please feel free to contact us at support@solado.com if you need any further assistance.
What happens if I'm not there when my order arrives?
If you are not home, the delivery partner will usually attempt to deliver your package on a different date. Alternatively, they'll leave a card confirming that they've either left it with a neighbour, left it in a safe place or left the parcel temporarily at a collection point.
Can I choose a specific delivery time or date?
Unfortunately it's not possible to give an exact time and date of when your order will be with you by. You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.
Why was my order returned?
If your order has been returned to sender it’s likely to be for one of the following reasons:
The parcel was refused.
The delivery man was unable to access the address after several attempts.
The delivery address was incomplete.
If your tracking is showing as being returned, you can wait for few day your parcel will be returned to the logistics provider's overseas warehouse and we will notify you at that time and re-delivery for you.
How do I track my parcel?
Please track the parcel here: Solado Tracking
Can I have my order delivered to a PO Box address?
Please note that we cannot ship to P.O. boxes, APO/FPO/DPO addresses and non-continental Europe (islands and territories affiliated with the previously mentioned European countries) as our carrier can't ensure safe delivery to those addresses due to the risk of lost parcels.
Can I have my parcel redirected to a different address?
For your security we aren't able to change the address your order is being sent to.
How do I change my order arrive by express shipping?
Unfortunately, we aren't able to change the shipping method once the order is shipped. If your order has not been shipped yet, please contact at support@solado.com to change the shipping method.
Why does my tracking status show no update?
Delivery in time has always been our priority, and we will always work hard to keep these temporary delays to a minimum. However, some elements that are out of our control might contribute to the no tracking update, such as extreme weather conditions, local COVID restrictions, or sometimes system updates that cause delays in tracking updates. Please get in touch with us at support@solado.com should you need more help.
Why I still haven't received my parcel despite exceeding the delivery time?
We are sincerely sorry that the delivery date it also depends on customs inspection and local post delivery. Sometimes delivery time will delay due to unexpected trouble like weather. Our carriers are always doing their best to get your order to you. we will always work hard to keep these temporary delay to a minimum.
How do I contact the local courier?
Different countries have different local couriers, please consult at support@solado.com to obtain the contact information of local couriers
Why is my order taking so long to ship?
Please understand that our parcels are sent from China and the average time of international shipping is 7-12 business days.
Why didn't I get an shipment notification email?
Under normal circumstances, our system will automatically send an order confirmation email once the payment is completed, please confirm whether your email address is correct or the order confirmation email may be accidentally dropped into the spam.
When will my order be delivered?
Our carriers always do their best to deliver your order on time. Please refer to our shipping policy here:https://www.solado.com/policies/shipping-policy for estimated shipping times for your location.

Delivery time might be slightly longer during the Sales event or holiday season, and please keep an eye on your tracking link for the latest updates.
It says my items have been delivered but I haven't received my parcel, what should I do?
If this occurs, it is likely the delivery person may have left it in a safe place, or with a neighbour. Please check the delivery card to see if they have told you where they have left it. If you need some extra assistance, please contact us for more delivery information at support@solado.com.
How can I return?
To begin a return, you can head to our Return Center or contact us at support@solado.com with your order number.
If your return is accepted, we will send instructions on how and where to send your package. Please note that items sent back to us without first requesting a return will not be accepted.
Need some extra assistance? You can contact us for any return queries at support@solado.com.
How can I exchange?
Need to exchange your item? The fastest way to do this is by issuing a return and creating a new order.
I'm missing an item from my order, what do I do?
We're sorry there is an issue with your SOLADO order. Firstly, please double check the item is on your order confirmation, and then check your emails (including junk/spam) to see if we've contacted you about the item going out of stock, or if your order could be arriving in more than one parcel. If none of these apply, please head over to contact us support@solado.com for assistance.
I've received an incorrect item in my order, what do I do?
We're sorry there is an issue with your SOLADO order. We will accept returns and offer a full refund for incorrect items which have been sent in error. Please email us at support@solado.com and we will look into shipping the correct item out to you ASAP.
I've received a faulty item, what should I do?
We're sorry there is an issue with your SOLADO order. Once you have received your order, please check for any damages or defects, and report them to us ASAP with your order number so that we can raise this with the manufacturer. We will accept returns and offer a full refund for faulty items. All we ask is that you email us at support@solado.com with photo evidence of the faulty item. The acceptance of faulty items is at our discretion.
I've received wrong size item, what should I do?
We're sorry there is an issue with your SOLADO order. We will accept returns and offer a full refund for incorrect items which have been sent in error. Please email us at support@solado.com and we will look into shipping the correct item out to you ASAP.
I'm not satisfied with the quality,what should I do?
We're sorry there is an issue with your SOLADO order. Once you have received your order, please check for any damages or defects, and report them to us ASAP with your order number so that we can raise this with the manufacturer. We will accept returns and offer a full refund for faulty items. All we ask is that you email us at support@solado.com with photo evidence of the faulty item. The acceptance of faulty items is at our discretion.
Can my parcel be returned to the address on the package?
Unfortunately this is a different address. Please contact support@solado.com for our warehouse address to return the parcel to China.
These items don't fit, what should I do?
If there's something you do not wish to keep, please email us with your order number at support@solado.com highlighting the reasons for your return. We always love to hear feedback on sizing and materials, so feel free to let us know if there's anything we can improve on.
Can I return items after more than 30 days?
Unfortunately we cannot accept returns made after 30 days.
What is your return policy?
We have a 30 day return policy, meaning that you have 30 days to make a return request after you receive your order.
Is there a return label?
For unwanted items or exchanges, you will need to pay all costs for the return. This will differ depending on where you are shipping from and how many items you are returning. We do not refund the cost of shipping returns as we are a growing company, and therefore unfortunately cannot provide a returns label. If however you have received wrong or faulty items in your parcel, we will cover all costs associated with the the return. All we ask is that you email us at support@solado.com with photo evidence of the faulty / incorrect item. The acceptance of faulty items is at our discretion.
When will I receive my refund?
We will contact you once we have received and inspected your return, and notify you if your refund was approved or not. If approved, you’ll be automatically refunded via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Have you received my returned items?
We will contact you once we have received and inspected your return, and notify you if your refund was approved or not.
What is the return address?
We're sorry there is an issue with your SOLADO order. To begin a return, you can contact us at support@solado.com with your order number. If your return is accepted, we will send instructions on how and where to send your package.
Do you refund delivery charges if I return something?
Unfortunately, we do not refund the cost of shipping returns for any unwanted or exchanged items. However, we will cover the return shipping cost for faulty or damaged items.
My refund amount is incorrect, what should I do?
We're sorry if we've made a mistake with your refund! Please get in touch with our Customer Care Team at support@solado.com, and we'll try to resolve it for you as soon as possible.
Please note that if you placed the order with a discount, the refund would be based on the discount price.
Can I return more than one order in the same parcel?
Yes - we encourage this as it is better for the environment! All we ask that any returned items are shipped together from the same order.
What happens to my refund if my card is no longer in use?
Unfortunately, we can only refund to your original account on the original transaction.
How can I cancel my order?
You can contact our customer service team at support@solado.com to cancel your order. Please note that we cannot accept order cancellation requests after your order has entered the dispatch process.
Can I cancel an order after it has shipped?
Unfortunately, we cannot accept order cancellation request after order has been sent out.
Can I edit my order directly?
Unfortunately, you can't make any changes directly to your order once you've placed it. However, you can contact the customer service team at support@solado.com to change the order before it enters the dispatch process.
How can I change the address?
You can contact our customer service team support@solado.com to change the the address of your delivery, however, please note that we can't make changes to the address once the order has been shipped.
How can I change the size?
You can contact our customer service team support@solado.com to change the the size, however please note that we can't make changes to the size once the order has been shipped.
How can I change the item?
You can contact our customer service team at support@solado.com to change the item by providing:
  • The order number
  • The link of the item you want to change
  • And the link of the item you want to change it to
Please note that we can not change the item once the order has entered the dispatch process. And you will be charged or refunded for the price difference of the items if the amendment of your order was successful.
How can I remove a item?
You can contact our customer service team at support@solado.com to remove the item by providing:
  • The order number
  • The link of the item you want to remove
Please note that we can not remove the item once the order has entered the dispatch process. We will refund the cost of the removed item back to the same account you make payment for the order.
I have moved to a new house, can I change to a new address?
Unfortunately, we cannot accept address change request after order has been sent out.It is recommended that when the package arrives in the local country, contact the local courier to try to deliver it to your new address.
Need some extra assistance? You can contact us for more delivery information at support@solado.com.
When will it be in stock
If your item is out of stock, just enter your email address on the product page, and we'll notify you when it's back. Alternatively, you can check our Back In Stock collection here: https://www.solado.com/collections/back-in-stock
Size Guide
Our comprehensive size chart in both cm and inch measurements provides accurate information to assist our customers throughout their purchases. You can find the size chart on the right side of the order page.
How can i find this item?
Can't find the item? Please use the search bar on our website, or please provide a picture or name of the item to our customer service team support@solado.com. Alternatively, you can check out our Likeshop links on Instagram and TikTok or DM us @shop_solado.
Where do these  items come from ?
We are a global firm with global ambitions. Some of our teams are based in China and we have competitively sourced the products from global textile hubs within the Chinese and South Asian region. We work directly and closely with manufacturers to ensure consumer focused price offering, sustainability and CSR labour practices.
Is there a physical store?
No, there is no physical store, however follow us on Instagram and Tik Tok @shop_solado to find out when we might bring a pop up store to somewhere near you soon!
Do you have overseas warehouses?
Our warehouses are all currently based in China, however as we grow as a company, we know that having local distribution centres in key continents would be beneficial to our customer to allow for faster deliver and speedier returns, so it's something we're considering for the future.
Can discount codes be used at the same time?
Only one promotional code can be used at the same time.
Do you have overseas warehouses?
Our warehouses are all currently based in China, however as we grow as a company, we know that having local distribution centres in key continents would be beneficial to our customer to allow for faster deliver and speedier returns, so it's something we're considering for the future.
Can discount codes be used at the same time?
Only one promotional code can be used at the same time.
Do I need to pay tax?
We recommend contacting your local customs office for information as customs policies and practices vary widely from country to country; however, there are usually no customs and duties fees for most parcels. Please note that customers are responsible for paying the taxes and duties their countries charge.
Do you support wholesale purchases?
We do not support wholesale purchases currently. However, please contact us at support@solado.com for future business opportunities.
Do you support cash on delivery?
Currently we cannot accept cash on delivery payments. We do however accept most major credit and debit cards, PayPal, Apple Pay and Klarna in the USA.
My country not found in the address options?
In general, the reason for this situation is that the current logistics cannot be sent to your address. Maybe you can choose to change the address or contact us support@solado.com to get further confirmation.
How can I find a specific product?
You can find the all clothing categories in the top bar navigation of our homepage, or you can search for items using the search bar on our website by typing 'black dress' for example. Need some extra assistance? You can contact us for more information at support@solado.com.
Can I have an item sent to someone as a gift?
Unfortunately we do not currently offer gift bag packing. If your order is being given as a gift to someone else, it will be packaged in the same way as a normal parcel.
What is your online security policy?
At SOLADO, we are 100% committed to protecting your privacy and security and will process personal information in accordance with the General Data Protection Regulation You have our word that we’ll treat and protect your data like it’s our own. please find our privacy-policy here: Privacy policy– Solado
How can I pay for my order?
You can make payment with most major credit and debit cards, PayPal, Apple Pay and Klarna in the USA.
What payment methods are available?
You can make payment with most major credit and debit cards, PayPal, Apple Pay and Klarna in the USA.
My payment failed,what should I do?
We are sincerely sorry for the payment failure during the payment process. You can try to pay by another payment method, alternatively, email us screenshots of the payment error to support@solado.com, and we will get back to you with possible solutions.
Why can't I pay in my local currency?
Unfortunately, The order will be charged in US at the latest exchange rate. Shipping charges and taxes will be calculated at the current exchange rate at checkout.
I forgot to use discount code when paying, What should I do?
Don't worry, you can contact us support@solado.com then we will refund the amount corresponding to the discount code provided that the discount code is still active.
Why is the amount paid from the bank inconsistent with the order amount?
Usually, this is because international transactions are subject to international bank charges, you can check with your bank for confirmation
Need some extra assistance? You can contact us for more tracking information at support@solado.com.
Why have I not received an order confirmation email?
Our system will automatically send an order confirmation email upon receipt of your payment. Please check your email address is correct and check your spam folder to see if it is there. Please contact us support@solado.com if you need further assistance.
I'm a student but my email address hasn't been validated for my discount code,what should I do?
Don't worry, you can contact us support@solado.com We will provide a discount code after verification
My payment was declined, what should I do?
We are sincerely sorry for the payment failure during the payment process. We cannot reinstate an order once the payment got declined, unfortunately. Please place the order again with a different payment method. Alternatively, please send us the screenshots of the error message you received at support@solado.com; we will check and get back to you with possible solutions.
My discount code has expired
You can find new discount codes on the homepage of our website or you can contact us via email support@solado.com and we can provide you with a new discount code.
Can I get a refund if the price has changed after I ordered it?
We can not provide a refund for price difference after order placed unfortunately.
How do I pay for an order using Apple Pay?
We do not take Apple Pay currently.

Next Step: It is better to understand the vol of customers who would require this payment method then plan accordingly.
How to get a discount?
We host discounts on our website each week - please check out our homepage or product page for our current offers.
What currencies can I use to place an order?
The current page will show you the currency of your region. The order will be charged in US at the latest exchange rate. Shipping charges and taxes will be calculated at the current exchange rate at checkout.
What should I do if I've been overcharged for my order?
Please contact us support@solado.com with a screenshot of your payment and we will check the amount of the order.
How do I pay for an order with Klarna?
If Klarna is available as a payment option in your country, it'll show as an option at checkout.
To place an order with Klarna follow these simple steps:
1. Add your items to your cart and go to Checkout as normal.
2. Select Klarna as your payment option.
Will I be charged International Bank Fees when ordering?
We can't guarantee that when you place your order you will or won't be charged a fee. However, we've found that customers who shop with us in their own local currency seem to be less likely to be charged bank fees.
How can I register for an account?
If you have a valid email address, you can head over to our register now page Here for all the latest fashion action.

Once you complete the registration process, you will get an email with detailed account information sent to you.
How do I reset my password?
You can try "forgot your password" and then reset.
I can't log in to my account?
You can try "forgot your password" and then reset.
How can I make changes to the details on my account?
You can amend account information once you logged into your account.
Can I contact you if I'm not the account holder?
Yes, you can, please contact us at support@solado.com.
How to delete my account?
You can not delete account by yourself, please contact us at support@solado.com.
I'm having trouble entering an address on my account
Please contact us with the error message you received at support@solado.com.
What browser Support
We support all the common browsers, such as Chrome, Safari, Firefox.
I'm having trouble accessing your website. What should I do?
Please check if you have a network connecting issue or not first; if everything is working as expected, please get in touch with us at support@solado.com.
How can I unsubscribe from your emails and texts?
If you wish to unsubscribe from receiving text marketing messages and notifications, reply with STOP to any mobile message sent from us or use the unsubscribe link we provided you within any of our messages.
Where does the brand originate from?
SOLADO originated in China, where we work directly with local manufacturers and suppliers to create trend-led fashion items. The benefits of this include being able to visit our factories regularly, ensure working condition standards are met, and not have the cost of 'middle men' suppliers to provide value prices for our customers. However, our marketing team is based in the UK, so we can keep in the loop of the latest trends and provide better support to our global customer base.
How can you price items so cheaply?
Our prices are based on manufacturing items ourselves and working directly with suppliers in China. This enables us to reduce the cost to the customer as we have less production costs.
What are you currently doing to be kinder to the environment?
Currently we are partnered with a brand called Our Trace to offset all of our carbon emissions from product production, distribution and shipping, and our teams working within our offices. We also have biodegradable shipping mailers for all of our influencer orders, which we are are working on rolling out to our customers. In addition, we're also working on a series of projects which will help us achieve our goals of being a more sustainable brand. These include testing recycled materials for our own designed range, biodegradable product packaging, reducing water consumption and carbon emissions within our supply / manufacture chain, and giving the customer transparency on how their clothing is made.
How much do you pay your factory workers?
At SOLADO, we are committed to our standards of sustainability and human rights, product excellence and compliance with local laws. We have a strict internal vetting process and procedures to qualify factory partners to ensure all the labour law requirements are met to a high standard.
How do I sign up for the loyalty scheme?
If you already have a SOLADO account then you are already a rewards member, congrats! If you don't have an account with us simply create one to become a member.
How can I refer a friend?
Invite your besties to check out SOLADO using the unique link created for you on your email or by visiting our rewards page. Your besties will get 20% off their order using your unique referral link. And you will get $10 off once your bestie makes their first purchase. Please note: to qualify for a referral, your friend must be a new customer (they have not purchased from our site at any time previously) and have a valid email address.
What are the benefits of joining Solado Sorority rewards?
Where do we start! Members will receive a 20% discount as soon as they join (for existing account holders you will receive this on the day of the programme launch) and 1 point for every $1 spent at Solado (make sure you're logged in!). The more points you earn, the more discount you get! You'll also be able to grab early access to events and sales, points on your birthday and our anniversary, invites to our exclusive panel, entry into our monthly prize draw and double points days!
Do I lose points if I return items?
Because you earn points with dollars spent, you will lose points for every dollar refunded.
I forgot to log in, can my loyalty points be added?
Unfortunately if you are not logged in there is no way of crediting points to your account, therefore please make sure you are always logged in to guarantee getting your points!
Can I change the email address for my rewards account?
Unfortunately, it is not possible to change the email associated with your account.
Can I earn points for purchases I made before joining Solado Sorority rewards?
You will only start earning points once you join Solado Sorority Rewards.
How do I earn points?
Shop! Every dollar spent is a point earned. Review your purchase! For even more points, add a photo or video of your purchase. Follow and like us on tiktok, facebook and instagram! Sign up to receive our texts.
What do I get for being in each rewards tier?
Vice President- 1 point per $1 spent, 20% discount on entering the tier, 1 double points day a year, 100 points on your birthday and 100 points on our anniversary. President- 1.5 points per $1 spent, 25% discount on entering the tier, 2 double points days a year, 100 points on your birthday, 100 points on our anniversary, access to our monthly prize draw and an invite to our exclusive panel. Legacy- 2 points per $1 spent, 30% discount on entering the tier, 4 double points days a year, 150 points on your birthday, 150 points on our anniversary, access to our monthly prize draw, an invite to our exclusive panel, early access to events and early access to collections and sales.
How many points do i need for each tier?
Vice president- 0-249 President- 250-499 Legacy- 500+
How long do I have to wait before I move up a tier?
No time at all! As soon as you earn enough points you'll automatically reach the next level!
Do my rewards for earning points expire?
Obviously you'll be spending your rewards straight away, but if you're thinking of saving them, please note that your points will expire after 12 months.
Can I lose my tier status?
Once you enter a new tier, you will remain in that tier for 12 months. If after this time you don’t earn points to retain your tier, you will be moved back to the tier that matches your points earned within the last 12 months.
Where do I track my points and tier progress?
You can track your Rewards history by logging into your Solado account and navigating to your dashboard.
S

What are you looking for?

Hot Searches

Your cart