FAQ
FAQ
Shipping
How long does shipping take?
Orders are usually processed within 3–4 business days. After your order ships, estimated delivery typically takes 10–15 days.
You’ll receive a tracking number by email once your order is on the way.
Will I receive tracking information?
Yes. Once your order ships, we’ll send tracking information to the email address used at checkout.
Please allow a few days for tracking information to update after shipment.
Why hasn’t my tracking updated?
Tracking may take a few days to update after your package has shipped. Carrier scans can also be delayed during holidays, high-volume periods, or customs processing.
If your tracking has not updated for several days, please contact us at contact@thesolidecho.com.
Will I need to pay customs fees upon delivery?
For U.S. orders, applicable customs-related fees charged through our shipping process are generally covered by SOLID ECHO or our fulfillment partner.
Customers usually will not need to pay additional customs-related fees upon delivery. However, in rare cases, customs authorities, carriers, or local agencies may apply additional charges outside of our control.
Orders
Can I change or cancel my order?
Please contact us as soon as possible at contact@thesolidecho.com.
Once an order has been processed or shipped, we may not be able to change or cancel it.
I entered the wrong shipping address. What should I do?
Please contact us immediately with your order number and the correct address.
If your order has already shipped, we may not be able to update or redirect the package.
SOLID ECHO is not responsible for orders shipped to an incorrect address provided by the customer.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery on eligible items.
Items must be unworn, unused, in their original packaging, and in the same condition as received.
How do I start a return?
Please submit a return request through your customer account, or contact us at contact@thesolidecho.com if you need help.
Items sent back without approval may not be accepted.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrives damaged, defective, or incorrect.
Original shipping fees are non-refundable.
Can earrings be returned?
For hygiene reasons, earrings must be unworn, unused, and returned in their original packaging.
Worn earrings cannot be returned or exchanged unless they arrive damaged, defective, or incorrect.
When will I receive my refund?
Once your return is received and inspected, we’ll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow several business days for your bank or credit card company to process the refund.
Product & Materials
What materials do you use?
Our pieces may include materials such as stainless steel, brass, sterling silver, gold-plated finishes, freshwater pearls, natural stones, and cubic zirconia.
Please check each product page for specific material details.
Are your pieces waterproof?
Some pieces may be more water-resistant depending on the material, such as stainless steel styles. However, unless a product is specifically described as waterproof, we recommend keeping your jewelry away from water, sweat, perfume, lotion, and chemicals.
Will gold-plated jewelry fade?
Gold-plated finishes may naturally soften or fade over time with regular wear, especially when exposed to water, sweat, perfume, lotion, or friction.
To help preserve the finish, follow our Jewelry Care guide.
Are natural stones and pearls exactly the same as the photos?
Natural stones and freshwater pearls may vary slightly in color, shape, size, texture, and surface details. These natural variations make each piece unique and are not considered defects.
Quality Guarantee
Do you offer a quality guarantee?
Yes. We offer a 60-day quality guarantee for manufacturing defects.
This covers manufacturing-related issues such as defective clasps, broken components, or stones/pearls that arrive loose due to a manufacturing issue.
It does not cover normal wear and tear, scratches, tarnishing from improper care, water damage, chemical exposure, accidental damage, or lost items.
Contact
How can I contact you?
You can contact us at:
If your message is about an order, please include your order number so we can help you faster.
We usually respond as soon as possible during our working hours.