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Welcome to the Soltherra Home Help Center.
Soltherra Home is an online home goods store operated by HONG KONG SING TOU LIMITED, a company based in Hong Kong. We offer practical and thoughtfully selected products for everyday living.
Below you will find answers to common questions regarding accounts, products, orders, payments, shipping, returns, refunds, and customer support.
1. Account & Login
How do I create an account?
To create an account, click the “Register” button on our website and provide your email address, password, and other required account information.
What should I do if I forget my password?
Click the “Forgot Password” link on the login page and enter your registered email address. You will receive instructions to reset your password.
How can I update my account information?
After signing in, you can access your account settings to update available personal information, billing details, shipping addresses, and other account information.
2. Products & Orders
How do I place an order?
To place an order:
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Browse our products.
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Select the items you would like to purchase.
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Add the products to your shopping cart.
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Proceed to checkout.
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Enter your shipping and payment information.
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Review your order details and confirm your purchase.
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Are product descriptions accurate?
We make reasonable efforts to ensure that product descriptions, images, prices, specifications, and availability information are accurate and up to date.
Product colors or appearance may vary slightly depending on your device or screen settings. Minor differences may also occur due to product updates, manufacturing variations, or inventory changes.
Can I cancel my order?
Orders may be cancelled before they are dispatched.
If you need to cancel an order, please contact our Customer Support team as soon as possible and provide your order number.
Once an order has been dispatched, cancellation may no longer be possible. In such cases, any return or refund request will be handled in accordance with our Return & Refund Policy.
3. Payment Information
What payment methods do you accept?
We accept major credit and debit cards and other payment methods displayed at checkout.
Available payment methods may vary depending on the customer’s location and other applicable conditions.
What should I do if my payment fails?
Please check that your payment information, billing address, and card details are entered correctly.
If your payment continues to fail, please contact your bank or payment provider. You may also contact our Customer Support team for assistance.
Is payment on your website secure?
We use secure payment processing services and encrypted connections to help protect payment transactions.
Payment card transactions are processed by our third-party payment service providers. We do not store complete payment card numbers on our own servers.
4. Shipping & Delivery
Where do you ship?
We currently provide shipping services to customers in the United States and selected destinations, subject to product availability and shipping service coverage.
Available shipping methods, shipping costs, and applicable delivery estimates are displayed during checkout based on the customer’s shipping address.
How long does delivery take?
Orders are generally processed within 1–3 business days after payment confirmation.
Estimated delivery times are provided during checkout or in the shipping confirmation when available.
Actual delivery times may vary depending on the destination, shipping carrier, weather conditions, holidays, customs procedures where applicable, and other circumstances beyond our reasonable control.
How can I track my order?
After your order has been shipped, you will receive a shipping confirmation email containing available tracking information.
You can use the tracking information provided to monitor the status of your shipment.
Can I change my shipping address?
Shipping address changes may be possible before an order has been dispatched.
If you need to update your shipping information, please contact our Customer Support team as soon as possible.
Once an order has been dispatched, we may be unable to change the delivery address.
5. Returns & Refunds
What is your return policy?
Eligible products may generally be returned within 30 days of delivery, provided that the applicable requirements in our Return & Refund Policy are met.
Products should generally be unused and returned in their original condition, subject to the specific requirements and exclusions described in our Return & Refund Policy.
Please review our Return & Refund Policy for complete information before submitting a return request.
How do I request a return or refund?
Please contact our Customer Support team and provide:
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Your order number
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The reason for the return or refund request
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Relevant information about the product
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Photographs or other supporting information when applicable
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Our team will review your request and provide further instructions.
When will I receive my refund?
Once an approved return has been received and reviewed, the applicable refund will be processed in accordance with our Return & Refund Policy.
After we process the refund, the time required for the funds to appear in your account may depend on your bank, card issuer, or payment provider.
6. Customer Support
How can I contact customer support?
Our Customer Support team can assist with product questions, orders, payments, shipping, returns, refunds, and other customer service matters.
Email:
support@soltherrahome.com
Telephone:
+852 2635 9788
Business Hours:
Monday – Friday
9:00 AM – 6:00 PM
We aim to respond to customer inquiries as soon as reasonably possible during our business hours.
Company Information
Legal Company Name:
HONG KONG SING TOU LIMITED
Website Brand:
Soltherra Home
Website:
soltherrahome.com
Business Address:
RM 91, 1/F, BLK 2 CAMELPAINT BLDG
62 HOI YUEN RD
KWUN TONG
HONG KONG
Customer Support Email:
support@soltherrahome.com
Telephone:
+852 2635 9788
Thank you for choosing Soltherra Home. We appreciate your trust and are committed to providing reliable products, clear information, and responsive customer service.