FAQ

Frequently Asked Questions

How can I contact customer support?

You can reach our customer support team by visiting our Contact page or by emailing us directly at support@solena-jewelry.com.

Our support team is available 24/7, and we aim to respond to all enquiries within 24 hours.

Where do you ship to?

We currently ship within Canada only.

What are the shipping costs?

We offer free standard shipping on all orders within Canada.
No additional shipping fees are added at checkout.

How long will it take to receive my order?

Below are our estimated delivery timeframes:

  • Order cutoff time: 5:00 PM CST (UTC −6)
    Orders placed after this time will be processed on the next business day.

  • Order processing time: 1–3 business days (Monday–Friday)

  • Transit time: 6–11 business days (Monday–Friday)

  • Estimated total delivery time: 7–14 business days

For full details, please refer to our Shipping Policy.

Is my payment information secure?

Yes. All payment information is protected using secure SSL encryption technology.
We work exclusively with trusted payment providers and continuously monitor our systems to ensure a safe and secure checkout experience.

What payment methods do you accept?

We accept a variety of secure payment options, including:

  • Visa

  • MasterCard

  • American Express

  • Apple Pay

  • Google Pay

  • Shop Pay

Available payment methods may vary depending on your device or location and will always be displayed at checkout.

Where can I find more information about payments and policies?

Detailed information can be found on the following pages:

  • Privacy Policy

  • Terms of Service

  • Payment Policy

My estimated delivery time has passed. Where is my order?

Most orders arrive within the estimated delivery timeframe. In rare cases, delays may occur due to carrier, customs, or logistical factors.

You can track your order at any time via our Track My Order page.
If your order has not arrived within 3 business days after the estimated delivery date, please contact us via our Contact page or email support@solena-jewelry.com so we can assist you.

How long do I have to request a refund?

You may request a refund within 30 days of delivery.
Please review our Return & Refund Policy for full eligibility requirements and instructions.