• Insured Worldwide Shipping: Each order includes real-time tracking details and insurance coverage in the unlikely event that a package gets lost or stolen in transit.
• Money-Back Guarantee: If your items arrive damaged or become defective within 30 days of normal usage, we will gladly issue out a replacement or refund.
• ✉️ 24/7 Customer Support: We have a team of live reps ready to help and answer any questions you have within a 24-hour time frame, 7 days a week.
• Safe & Secure Checkouts: We use state-of-the-art SSL Secure encryption to keep your personal and financial information 100% protected.

Your tracking number and order information will be sent to you after processing. Processing times may vary based on your location.

* All Shipping rates processing and delivery times are the same for Free Standard Insured Tracked Shipping. 

PROCESSING TIMES:

• Free Standard Insured Tracked Shipping: Please allow at least 2 - 3 Business Days for processing and production time for your order(s) to ship out and tracking to be available.

DELIVERY TIMES (Processing + Shipping Time):

• Free Standard Insured Tracked Shipping (US, UK, CA, AU, Rest of World): 
• United States: Average delivery time of 7 - 12 Business Days
• United Kingdom: Average delivery time of 5 - 12 Business Days
• Canada: Average delivery time of 7 - 12 Business Days
• Australia: Average delivery time of 5- 12 Business Days 
• Other Countries: Average delivery time of 7-15 Business Days

DELAYS:

• There are circumstances that are out of control (natural disasters, holidays, weather, high order volume, etc.) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; delivery issues are the responsibility of the shipping company, and sometimes the manufacturing process if we are overwhelmed with many orders to keep up with.

CAN I CANCEL MY ORDER?

• Yes. However, cancellations must be made within 24 hours of order placement. Send us an email within 24 hours and let us know the reason why you wish to cancel your order. We do not accept cancellation of orders outside the 24 hours window and/or because orders may be processed and shipped out already. Please note that our shipping information is posted in each product’s description hence all customers should be aware of this before concluding an order.

• All refunds will be processed within 24-72 hours before the funds reflect to the customer’s bank account.

• For orders that weren't cancelled within 24 hours please refrain from sending your purchase back to the manufacturer. Instead to receive a full refund send us an email stating your concerns and attach both a picture of the item(s) showing the product shipping label and its original unopened packaging within 48 hours upon receipt of the order. Once sent allow us time to receive and verify your information. Once verified we will issue you a full refund.
• Note: Our team will inspect/verify the information and photo(s) you send us before we issue out a refund/replacement. Also depending on the items you order, some items cannot be returned as it is exclusive and we do not hold stock for them - such as the X-Factor Vintage Sweatshirt and most other sweatshirts we sell. Sololive reserves the right to refuse any replacement or refund if it does not meet the above criteria.

• For late or missing refunds, (if applicable) if you haven’t received a refund yet, check your bank account again and contact your credit card/banking company. It may take some time before your refund is officially posted. If you’ve done all of these and still have not received your refund yet, please contact us either by email at service@sololive.shop or through submitting a ticket at our website contact us page.

I HAVE ENTERED AN INCORRECT ADDRESS!

• If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via our contact us page or email us at service@sololive.shop. If the address is wrong, in most cases we can correct this within 24 hours of your order creation.
  
  
• If you have entered an incorrect address and your order is already shipped out, we are not responsible for this. Orders cannot be modified once tracking numbers are updated online. 

MY ITEM ARRIVED DAMAGED:

• If you received an item that is damaged or faulty we will happily refund or replace the item once we receive and verify your information. Please contact us within 48 hours after receiving your order and provide the following:
• Your order number.
• A picture of the damaged product.

• Allow us time to receive and verify this information. Once verified we'll be happy to either send you a refund or a replacement free of charge.

TAXES & CUSTOMS DUTIES:

• We are not responsible for international taxes and duties, that is the sole responsibility of the customer. In the event of a return or exchange, duties and shipping fees will not be refunded.

EXTRA INFO:

• Most items will be shipped via YunExpress, sometimes items can show up in multiple packages. 

I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?

• If we still haven't managed to answer your question please feel free to contact us and we will do our best to reply within 24 hours.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note that some products are exclusive and we do not hold stock for them. They are made once you order, such as the X-Factor Vintage Sweatshirt and some of our other sweatshirts. We will not be accepting returns on these items, please check our 'Exceptions / non-returnable items' for more information.

To start a return, you can contact us at service@sololive.shop. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at service@sololive.shop.

Notice: We do not cover the shipping cost for returns.

We do not issue the refund if:

Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)

Order cancellation

All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 24 hours. Once the packaging and shipping process has started, it can no longer be canceled.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), personal care goods (such as beauty products), and exclusive items we do not hold stock for - such as the X-Factor Vintage Sweatshirt and some of our other sweatshirts. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have if we accept it, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on 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 - typically between 5-10 business days.

Email: service@sololive.shop