FAQS

WHERE ARE YOU BASED?
SOLOIO is incorporated under the laws of Colombia, where our headquarters are also located.

DO I NEED TO RETURN THE WHOLE SET?
Not at all. You can exchange or return only the part you need—whether it’s the top or the bottom.

WHAT IF THE ITEM I RECEIVE IS DAMAGED OR FAULTY?
We work hard to ensure every item meets the highest quality standards. If you receive a damaged or faulty product, please contact us at ecommerce@soloio.com.co and we will urgently review the matter for you.

HOW DO I REQUEST A RETURN?
It’s simple. Email us at ecommerce@soloio.com.co so we can provide you with the return form. Please note that duties and taxes cannot be refunded. Once we receive your item, we will process either your exchange or a full refund. SOLOIO is not liable for the loss of garments during return shipping.

WILL I HAVE TO PAY DUTIES AND TAXES?
Yes. Import duties, customs fees, and taxes may apply depending on your country, and they are the responsibility of the customer. SOLOIO has no control over these charges. For detailed information, please contact your local customs office.

HOW CAN I TRACK MY ORDER?
As soon as your order ships, we’ll send you an email with a tracking number. If you don’t receive it, please contact us at ecommerce@soloio.com.co.

WHAT IS YOUR RETURNS POLICY?
SOLOIO gladly accepts returns and exchanges, provided items are in original condition with all tags and hygiene seals intact. Items must not have been worn, washed, or altered in any way. Duties and taxes are non-refundable.

IMPORTANT:

• Final sale items cannot be returned or exchanged.
  

For more information, please see our Shipping & Returns Policy.

WHAT SIZE SHOULD I ORDER?
We offer live support on our website to help you choose the right size. You can also email us at ecommerce@soloio.com.co. Additionally, our size guide is available.

HOW MUCH IS SHIPPING?

Colombia: Shipping cost is $15,000 COP, free on orders over $450,000 COP.

United States: Shipping cost is $20 USD, free on orders over $300 USD.

Rest of the World: $30 USD flat rate on all international orders.

WHAT PAYMENT METHODS DOES SOLOIO ACCEPT?
We currently accept Credit Card, PayPal, and Apple Pay. For special payment arrangements, please email ecommerce@soloio.com.co.

HOW CAN I CONTACT YOU?
Email us at ecommerce@soloio.com.co.

IS IT SAFE TO PURCHASE ONLINE FROM SOLOIO?
Absolutely. We do not store any credit card details nor share your personal information with third parties. If you prefer, contact us at ecommerce@soloio.com.co and we’ll help you with an alternative method to place your order.