Order Assistance
Contact us about order confirmation, processing status, personalization details, address questions, split shipments or another issue connected to an existing purchase.
Contact Us
Contact Solenne Studio
Let’s begin a thoughtful conversation.
Whether you need help with an order, want to learn more about a jewelry design, have a care question or are interested in a wholesale partnership, our contact page helps direct your message to the right type of support.
How We Can Help
Choose the topic that best matches your message.
Selecting a clear contact topic and providing complete information helps us understand your request. For order-related messages, always include the order number, name and email address used at checkout.
Shipping & Delivery
Send your tracking number and current carrier status when a shipment is delayed, has stopped updating, was marked delivered or appears to have an address problem.
Product Questions
Ask about dimensions, color, material, earring style, design details, wearing suggestions or other product information before placing an order.
Jewelry Care
Contact us for guidance about textile, pearl, shell, natural stone, wood, metal or tassel care. Include a clear photograph when describing a specific issue.
Returns & Order Issues
Tell us about an incorrect, missing or damaged item. Include the order number, the affected product and photographs of the item and packaging when relevant.
Wholesale Inquiries
Retailers may contact us with a store name, website, location, customer profile and the type of Solenne Studio assortment they would like to carry.
Contact Form
Tell us how we can help.
Fields marked with an asterisk are required. Do not include card numbers, account passwords or other highly sensitive information.
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Required for questions about an existing order.
For a damaged or incorrect product, describe the item and packaging. Supporting photographs can be emailed separately to suppor@solennestudio.store.
Please submit one complete message for the same issue whenever possible. Multiple messages may make the conversation more difficult to follow.
Writing an Effective Message
Help us understand the full situation.
A helpful support message includes clear facts rather than only a brief statement such as “Where is my order?” or “The item is damaged.” Adding the order number, relevant dates, product name and a description of the issue gives us the context needed to review your request.
Contact Reference
What to include for common requests.
Use this reference before submitting the form. Providing the listed details in your first message can help make the conversation clearer and more efficient.
| Contact Reason | Information to Include | Helpful Supporting Details |
|---|---|---|
| Order status | Order number, checkout email and date the order was placed. | Mention whether you have received an order confirmation or shipping email. |
| Delivery problem | Order number, tracking number, destination postal code and current carrier status. | Describe any carrier contact or local delivery checks already completed. |
| Missing item | Order number and a list of products received and products still missing. | Include photographs of the parcel, shipping label and all items received. |
| Incorrect item | Order number, the item ordered and the item received. | Provide a clear full-product photograph and close-up of any product label or identifying detail. |
| Damaged product | Order number, product name and a detailed description of the affected area. | Photograph the product, packaging and shipping box before discarding any materials. |
| Jewelry care | Product name, material or component involved and how the item has been worn or stored. | Include a close-up photograph in natural light and explain what care methods have already been used. |
| Product question | Product name or page link and the specific information needed. | Mention whether your question relates to material, size, color, styling or another detail. |
| Wholesale inquiry | Business name, store website, location and contact information. | Describe your target customer, preferred categories and estimated order requirements. |
| Collaboration inquiry | Name, company or platform, proposal summary and relevant links. | Include the requested scope, proposed timing and expected deliverables. |
What Happens Next
After your message is submitted.
Each request may require a different review process. Order-related cases may require us to check purchase details, shipping records, product information or photographs before providing a complete reply.
Message Received
Your form is delivered to the contact email connected to the Solenne Studio Shopify store.
Information Reviewed
We review the contact topic, order information and any supporting details included in the message.
Additional Details
When necessary, we may request photographs, tracking information or clarification before completing the review.
Email Response
A response will be sent to the email address provided. Continue the same email thread when replying so the conversation remains connected.
Contact FAQ
Frequently asked contact questions.
Review these answers before sending a message. You may find the information needed without having to wait for an individual response.
What email address should I use?
Contact Solenne Studio at suppor@solennestudio.store. For order support, send your message from the same email address used during checkout whenever possible.
What should I put in the subject line?
Use a clear subject such as “Order #1234 Shipping Question,” “Jewelry Care Question,” “Missing Item in Order #1234” or “Wholesale Inquiry.” A specific subject helps identify the request.
Can I send photographs through the contact form?
Standard Shopify contact forms do not always support direct file attachment. Submit the form first, then email photographs directly to suppor@solennestudio.store using the same name, email and order number.
Why have I not seen a reply?
Check your spam, junk, promotions and updates folders. Confirm that the email address entered in the form is correct and that your mailbox can receive new messages.
Should I submit the same message more than once?
Repeated messages about the same issue can make the conversation harder to follow. Submit one complete request and continue replying within the same email thread when additional information is needed.
Can I request an address change through this page?
Yes. Include the order number, original address and complete corrected address. Address changes cannot be guaranteed after the order has entered preparation or carrier processing.
How do I ask about a damaged item?
Include the order number, product name, description of the damage and photographs of the item, packaging and shipping parcel. Keep all packaging until the review is complete.
How do I contact you about jewelry care?
Identify the product and material involved, describe what happened and explain any cleaning methods already used. Clear close-up photographs are helpful for product-specific guidance.
Can retailers contact Solenne Studio?
Yes. Select “Wholesale inquiry” in the contact form and provide your business name, website, store location, retail concept, customer profile and the products that interest you.
What information should I never send?
Never send full payment card numbers, card security codes, account passwords or other highly sensitive login information. We do not need these details to review a normal customer support request.
Solenne Studio Support
Every helpful conversation begins with clear details.
Tell us what you need, include the relevant order or product information and give us enough context to understand the situation. We appreciate your interest in Solenne Studio and the time you take to contact us.
Information submitted through this page will be used to review and respond
to your inquiry. Please avoid sending highly sensitive payment or account
information. Product availability, shipping status and order outcomes may
require individual review. Contact:
suppor@solennestudio.store
· Website:
solennestudio.store
