Refund policy

RETURN & EXCHANGE POLICY

As a Solo customer, you have the right to return or exchange your order within 14 days of receiving it.

If you wish to return or exchange an item(s), please make sure that the item(s) is/are complying with our Return Policy:

  • Items returned must be in their unused condition with the original packing. We do not accept a returned item that is worn, damaged, washed, or altered in any way.
  • We do not accept returned items that were sent back without submitting a return request first by sending an email to esolo@solotex-eg.com within two days of receiving your order, mentioning the return or exchange reason in the email.
  • It is not possible to open the package on delivery and return it on the spot with the courier. If you face a problem, please follow our return policy.
  • Exchanges are free of charge in some cases.
    • Products can be returned for free if they incurred physical damage during the shipping process.
    • Product(s) can be returned for free if you received a wrong or different item(s) from the one you ordered (according to the description provided).
    • Other than the above-mentioned cases, the return or exchange may cost you extra shipping fees that will be communicated after submitting your request.
  • If you want to return a specific item in a bundle, you should return the whole bundle and place a new order.
  • You are free to exchange the item(s) after receiving your order by following the exchange and return policy mentioned earlier by submitting an exchange request first by sending an email to esolo@solotex-eg.com within two days of receiving your order, mentioning the return or exchange reason in the email.

Common questions asked by customers,

What if I received damaged or wrong items?

In the event of receiving a physically damaged product(s) or a wrong or different product(s) from the courier, the incident should be reported within 2 days starting from the delivery date by sending an email to esolo@solotex-eg.com (including the regular and national holidays) to be able to take the proper action. Reporting past this period will not be valid.

What is the return/exchange process?

The return process should take around 14 working days. Once you create the return or exchange request, you will receive a confirmation email.

Our shipping partner's courier will contact you to pick up your item(s). The number of days to pick up a product may vary as per the logistics team that will be assigned to it. The product will be picked in the duration between 4 and 7 working days.

Our courier partners make three attempts to reach you to pick up the item. If they fail to reach you after the third attempt, the return or exchange request will be marked as canceled.

You can send us a new return request if the item meets the return criteria and is within the specified return or exchange period (check the return policy).
You have the right to make the request twice within the return/exchange period.

Once we receive the item and it passes the QC (quality check), one of our team members will contact you to confirm the request details (exchange or refund).

We will try to contact you three times when we receive the item, and if we cannot reach you, the amount will be transferred as a voucher, knowing that the refund method can be changed according to your preference within 7 working days only.

What are the non-returnable items?

The below products cannot be returned to ensure the safety of Solo customers:

  • Items were used, ironed, worn, washed, altered, damaged, or not in their original condition.
  • Items whose brand tag or price tag have been removed.
  • Any customized product created as per your request.

Can I exchange an item's size or color in store?

  • All online orders can only be returned or exchanged through the website.

Do I pay shipping fees for refunds or exchanges?

  • In the event of an exchange, the shipping fees will be deducted from the total amount.
  • In the event of a refund, the shipping fees will be deducted from the total amount.
  • In the event of receiving wrong or damaged products, no shipping fees will be deducted in the event of a refund or exchange.

How do I exchange or replace my order?

  • In the event of an exchange, you will receive a voucher in your email to place a new order, noting that it has no expiration date. You will be able to add the Solo discount code, if applicable.
  • For bundle returns, there is no option to return a specific item in a bundle, as the whole bundle should be returned.
  • Store Orders can only be returned or exchanged through the store with the purchase receipt within 14 days from the sale date, tickets attached, and in their original condition.