Frequently Asked Questions
Where do you deliver?
We currently deliver to all cities in Metro Manila and some areas in the South, including Cavite and Laguna. For the latest updates, be sure to check out and like our Instagram and Facebook pages
What are your delivery hours?
Delivery operations are scheduled from 10:00 AM to 5:00 PM.
Do you give senior citizen/pwd discount?
At the moment, we don’t have a system in place to verify Senior Citizen or PWD discounts. We will follow any future government regulations on this matter and update our processes accordingly.
What are the home category can solenne offer to it's customer?
We offer a wide variety of home decor categories, including beddings, dining essentials, sala furniture, kitchen accessories, lighting, outdoor decor, bathroom items, and much more. Explore our collection to find everything you need to create your perfect home.
What is the minimum order value?
No minimum order value required.
Can someone abroad make an order to deliver in the philippines?
Yes, someone abroad can place an order for delivery to you, as long as the address is within our service area. Payment can be made by credit card. They will need to email us a copy of their ID, the credit card used (showing only the last 4 digits), and an authorization letter specifying who will receive the products
How will i know if items i ordered are out of stocks?
Our Solenne Home Associate handling your order will contact you via Facebook or email if any items are out of stock. They will also suggest suitable replacements for your approval or rejection.
Can i give instructions on how my items should be picked and packed?
Yes, you can provide specific instructions for your products when dealing with our Sales Associates. Let them know your preferences for item selection and packaging. Here are some examples of instructions you might give:
Please include a pink ribbon.
Add a birthday card.
Look for Ms. Solenne.
What type of payment do you accept?
We accept payments via credit and debit cards (Aub Bank, GCash, GrabPay, and Maya)
Will i be charged for out-of-stock items?
Once your order is canceled, Solenne Home will initiate a refund to your issuing bank. The bank will process the release of your funds back to your account, which may take 5-10 days for credit and debit card transactions.
Note: We do not control the duration of fund releases as this is handled by the bank and subject to their policies. Solenne Home does not hold these funds. We recommend contacting your issuing bank after 10 days if you haven’t received your refund for confirmation.
How long will I receive my order?
Standard delivery time is 1 to 3 business days, depending on the items ordered. The maximum delivery timeframe is 7 business days.
Can I change the delivery address of my order?
If your order hasn’t reached the delivery stage, you can request a change of address. However, if the order has already been dispatched, we won’t be able to make changes due to our third-party delivery partners.
How do I return items policy?
If you receive damaged or incorrect items, please notify our sales associates at our Facebook page. They’ll arrange a replacement, subject to product availability.
Note: Our sales associates may request a photo or video of the damaged items for documentation. Replacement requests must be made within 24 hours of receiving your order.
What is your cancellation policy?
Solenne Home may cancel your transaction if the item is unavailable and you choose not to accept a replacement. We will notify you if this occurs.
You can cancel your order at any time before the delivery date. If you’re not satisfied with the product, you can reject the delivery or request a replacement at your doorstep.
Can I ask someone else to receive my order for me?
You may authorize someone to receive your orders on your behalf. To ensure smooth delivery, please provide the following to the authorized receiver:
- An Authorization Letter
- A copy of your valid ID
- A copy of the receiver’s valid ID
This will help our delivery rider confirm the right recipient.
What if I don't receive my order within the delivery date?
We aim to deliver your order on your preferred date. If there are any delays due to unforeseen circumstances, our Solenne Home Customer Support Team will notify you in advance about the new delivery day and time to minimize inconvenience. If you need to make changes to your delivery schedule, please contact us in advance.
How do I get my receipt?
You will receive a store tape receipt upon delivery. If you need an Official Receipt, please request it when placing your order. The Official Receipt will replace the store tape receipt and will be provided at the time of delivery. Additionally, an invoice will be sent to your email once the transaction is completed.
How do I report a problem with my order?
You may message us at our Facebook page at Solenne Home or email us at solennehomemarketing@gmail.com
There are missing items in my delivery, what do i do?
We strongly advise inspecting your items carefully upon delivery. If you find any missing or damaged items that are listed on your store receipt, please contact Solenne Home Customer Support immediately so we can investigate and make the necessary adjustments.
Note: We cannot process refunds for missing or damaged items once you have accepted the delivery. Accepting the items confirms that everything is complete and in good condition. Please inspect your items thoroughly before accepting them to ensure all is in order.
I would like to add items to my order, what do i do?
You can only add items to your order before the delivery date. To add items, please email or call our Solenne Customer Support Team with the list of items you’d like to include.
Why was my order cancelled?
Your order may be canceled for the following reasons:
- You used a non-3D Secure credit card and did not provide verification when requested by customer support.
- The third-party delivery rider arrived at your address, but you were not present despite reasonable attempts to contact you via phone or email.
- Extreme weather conditions prevented the delivery of your order.
Â
If your order is canceled, your credit card will not be charged. Any authorized amount will be returned to your account within 7 days.
Note: Authorized amounts are not charged to your card, and no funds are deducted from your account if your order is canceled.
My order contains items i did not order, what do i do?
If you receive items you did not order, please reach out to the Solenne Home Customer Service team at solennehomemarketing@gmail.com so we can assist you.
I received someone else's order, what can i do?
If you receive an order that isn’t yours, please contact Solenne Home Customer Service immediately at solennehomemarketing@gmail.com. We’ll investigate the issue and get back to you as soon as possible.
Why are there out-of-stock items in my order?
Our physical store updates prices and stock daily. Items purchased by walk-in customers may sell out before our online inventory is updated. If an item is out of stock, you can choose a replacement by calling our customer service support.
My order is cancelled, when will my funds be returned?
Once your order is canceled, Solenne Home will automatically process the refund to your issuing bank. The bank will then release the funds back to your account, which typically takes 1-3 days for credit and debit card transactions.
Note: We do not control the duration of fund releases as this is handled by the bank and is subject to their policies.