Wondering where your piece is? Our WhatsApp concierge can tell you the latest status of your order in seconds, at any hour.
Track Instantly on WhatsApp
- Message Solutes Concierge, our automated tracking assistant, on WhatsApp at +1 938 276 4374.
- Send your order number and the email address you used at checkout.
- Solutes Concierge replies right away with your order status, your tracking number and a direct tracking link.
- Need more help? Ask to speak with our client care team in the same chat, and a member of our team will reply within 1 business day.
You can also follow your package at any time using the tracking link in your shipping confirmation email.
Where to Find Your Order Number
Your order number is in the order confirmation email we send right after checkout. It begins with the # symbol. When your order ships, we send a second email with your tracking number and a direct tracking link. Can't find our emails? Please check your spam or promotions folder, or contact us and we will send them again.
Delivery Times
| Order type | Preparation | Delivery after dispatch |
|---|---|---|
| Ready to ship, from our U.S. warehouse | 1 to 2 business days | 3 to 7 business days in the U.S. |
| Pre-order and made to order, from our workshops in Asia | 2 to 4 weeks of crafting | 5 to 10 business days by express courier |
| Orders delivered outside the U.S. | As above | 7 to 15 business days |
Business days are Monday to Friday, excluding U.S. public holidays. Orders placed on weekends or holidays begin processing the next business day. If your order includes both ready-to-ship and made-to-order pieces, each is sent as soon as it is ready, with its own tracking number. Shipping rates are calculated at checkout. For full details, please see our Shipping Policy.
What Your Order Status Means
| Status | What it means |
|---|---|
| Order received | We have your order and your payment is confirmed. |
| In the workshop | Our artisans are crafting or personalizing your piece. This applies to pre-order and made-to-order pieces. |
| Final inspection | Your piece is being checked, wrapped by hand and packed for travel. |
| Shipped or label created | A shipping label is ready. The carrier may take 1 to 3 business days to scan your package for the first time. |
| In transit | Your package is on its way. Updates may pause for a day or two between hubs, or while an international package clears customs. |
| Out for delivery | Your package will arrive today. |
| Delivered | The carrier has marked your package as delivered. |
| Exception | Something has slowed delivery, such as weather, customs or an address issue. Please contact us and we will help. |
Tracking FAQ
My tracking has not updated. Is that normal?
Yes, at first. It can take 1 to 3 business days after your shipping email for the first carrier scan to appear. If there is no new update for 5 business days, please contact us and we will check with the carrier.
My package is held at customs.
International packages may be held while the destination country assesses import duties and taxes. These charges are the responsibility of the recipient and are usually collected by the courier at delivery. If the courier contacts you, please respond promptly so your piece is not returned.
My order says delivered, but I don't have it.
Please check your mailbox, porch, building mail room and with neighbors. Packages are sometimes marked delivered a day early. If it has still not arrived after 48 hours, contact us within 7 days of the delivery date and we will open a claim with the carrier.
I entered the wrong shipping address. Can I change it?
Please contact us as soon as possible. We can update your address within 12 hours of your order, or at any time before a ready-to-ship order leaves our warehouse. Once a package has shipped, we will do our best to help, but we cannot guarantee a change.
What if my order is delayed?
Handmade work takes time, and occasionally a piece needs longer than planned. If we cannot ship your order within the time shown, we will email you with a new estimated date and give you the choice to wait or to cancel for a full refund to your original payment method.
My piece arrived damaged or something is missing.
Please contact us within 7 days of delivery with your order number and photos of the piece and its packaging. We will send a replacement or a full refund. See our Refund & Returns Policy for details.
Can I cancel my order?
Ready-to-ship pieces can be cancelled at any time before they ship. Pre-order, made-to-order and personalized pieces can be cancelled within 12 hours of placing your order, before our artisans begin work. Approved cancellations are refunded in full to your original payment method.
Need Help with Your Order?
We love hearing from you. Questions about a piece, a custom order or personalization? Reach out anytime.
- Business name: Solutes Handmade
- Address: 26 Broadway, Suite 934, New York, 10004, US
- Email: contact@soluteshandmade.com
- Phone: +1 202 773 4537 / +1 938 276 4374 (WhatsApp)
- Support hours: 24/7
Thank you for choosing Solutes Handmade. We hope our pieces find a place in your home, and in your family's story, for many years to come.
