Solov - French make up indie brand
Good vibes only
FAQ - Anglais Faq Us.jfif

FAQ - Anglais

Faq

WHY A RANGE INSPIRED AND INFUSED WITH GEMSTONES ?

Because of our passion for stones, for minerals and for their energetic powers, their properties. Thanks to our expertise in chromotherapy and lithotherapy we have an  understanding of how the stone energy can resonates with ou being. We decided to share this passion an knowledge. It is also our way to pay tribute to Mother Earth, rising awareness of people about the energy of stones.
For us each and every stones is precious. 
SOLOV’s GEM-compact are handmade, refillable, recyclable.

WHAT IS HOLISTIC FOR SOLOV ? 

It is a vision of the world that we would like to share with our customers.
A way to live life, feeling connected to a whole, to every being. A way to reunified mind & body and soul.  A mind-set that is inclusive that reflects the fact that the inner and the outer are never separated.  In Solov’s products it is expressed in the positive attitude that vibrates ‘good vibes’  at each steps of our development process. 
The content and the form are developed to respond to one another, the colours of formulations echo to the colour of the compact, so do the gemstones infused in the powders, they echo to the GEM-compact

ARE SOLOV PRODUCTS VEGAN ?

No,  because we stand for having strong color result with intense pay-off. To do so we use the ‘carmine’ pigment.
The formulation without the ‘carmine’ pigment were deceptive, we therefore decided to stay true to our main vision of Colours. Our Full ingredient list is complaint with the European Cosmetic regulation N°1223/2009.

LES PRODUITS SOLOV SONT-ILS TESTES SUR ANIMAUX ?

No, we do not test on animals.

HOW LONG WILL IT TAKE BEFORE I RECEIVE MY SOLOV PALETTE ?

After the preparation of your case in our Atelier, it takes two to three working days to receive your package in France and up to fifteen working days for international delivery. When you enter your address on the order form, the price and timing will be automatically calculated accordingly.

HOW DO I TRACK MY ORDER ?

You can track your parcel with the tracking number that we will send you by email.

I HAVE PLACED AN ORDER BUT I HAVE NOT RECEIVED MY PACKAGE. WHAT CAN I DO ?

You can contact our Customer Service at the following address: support@solov.fr or contact directly UPS with the tracking number.

HOW DO I RECOVER MY PASSWORD IF I FORGET IT ?

If you forget your password, click on "Forgot your password?" and follow the instructions.

CAN I MAKE A SPECIAL REQUEST OF PERSONALIZATION FOR MY GEM-COMPACT ?

For any special requests, please write to contact@solov.fr.

IN WHAT PACKAGING WILL MY ORDER BE SHIPPED ?

In order to provide you with a unique experience, we pay particular attention to how your order is packaged, it all happens in our atelier.
The GEM-compact and the tray featuring the shades are individually packaged in a eco friendly cardboard, the coffret is then inserted into a transportation box that will protect it and keep the coffret anonymous during shipping.
When you will receive your package, before to use, you will have to assemble the tray featuring the coloured powders into the GEM-compact.

HOW TO INSERT THE TRAY INTO THE GEM-COMPACT ?

You can watch the video on www.solov.fr  ‘how to install my GEM-compact’. In the end of each product information sheet. 

CAN I ADD A PERSONALIZED MESSAGE TO MY ORDER ?

Before validating your order, you will be able to write a personalized message that will be printed and included with your order.

 The message will be printed on a regular sheet of paper.

DOES THE PRICE OF THE ORDER APPEAR IN THE PACKAGE ?

If you place an order via your customer account on the solov.fr website, the receipt will be sent directly to you electronically at the email address registered to your account. Price tags will be removed from the items you order.

WILL THE RECIPIENT BE ABLE TO EXCHANGE THEIR GIFT ?

Exchanges are accepted if the tray containing the powders has not been opened nor touch, and if the GEM-compact and the card board coffret are intacts. Customized and personalized GEM-compact will not be exchanged. For further information please contact our Customer service : support@solov.fr

CAN I RETURN A SOLOV PRODUCT ORDERED ON SOLOV.FR FOR AN EXCHANGE OR REFUND ?

Returns are possible within 30 days of receipt and only if  the tray containing the powders has not been opened nor touch, and if the GEM-compact and the card board coffret are intacts. Customized and personalized GEM-compact will not be exchanged. You can return any order to us within 30 days of receiving it. 

When returning a product, replace the unused item(s) : the GEM-compact plus the trays containing the colours in their individual original packaging, along with any documents and the delivery slip. We advise you to take all necessary precautions to ensure that your product is protected. Any item that is returned damaged, used, incomplete or soiled will not be refunded or exchanged. Returns are at the expense of the buyer and should be sent to the following address : SOLOV 15 rue du docteur Lucas Championniere 75013 PARIS . 

WHAT SHOULD I DO IF MY PRODUCT IS DAMAGED OR IS NOT THE PRODUCT I ORDERED ?

In the event of a problem with your order, please contact our Customer Service at the following address: support@solov.fr.

MY  GEM-COMPACT HAS SMALL IRREGULARITIS, IS IT NORMAL ? 

Yes, some irregularities may appear in the finish. Although the GEM-compact is made in a ultra resistent resin that is enduring, UV-proof  and scratch-proof.  Nevertheless, it can happen that some light irregularities of shimmers or glitters pop out. Each GEM-compact is unique, each finishes is different. Though the colour result is controlled, the pigment’s flow, the shimmers’ flow, and the glitters’ flow can vary from a compact to another. Consequently there is not two identical ones, which make them so precious.

HOW TO TAKE CARE OF MY SOLOV PALETTE ?

Your GEM-compact is made in an ultra-resistent resin that is scratch-proof, uv-proof, it will not altered itself in the time.
The makeup tray, is more delicate, you should be careful when inserting it inside the compact. 
Once it is done, the tray will be totally secured in its magnetic drawer. 
As a result of many utilisations, opening and closing the drawer, some residue may appear on the white tray. 
That’s  the life of any makeup palette. For a better usage, we recommend to collect the eyeshadow podwer with eyebrush. If you carry your palette with you in a small hangbag that’s fine ! If you carry it in a large handbag full with other objects make sure that none of them could accidentelly open the drower and damage the powders.

WHAT PAYMENT METHODS ARE ACCEPTED ON SOLOV.FR ?

Payment for purchases on solov.fr can be made using a credit card, Visa, Eurocard, MasterCard.

ARE ONLINE PURCHASES MADE ON SOLOV.FR SECURED ?

All transactions made on solov.fr website are extremely secure. An SSL encryption system is in place to protect personal data and payment information. Furthermore, SOLOV makes a commitment to you not to save any credit card information.

WHEN IS MY PAYMENT DEBITED TO MY ACCOUNT ?

Your account will be debited at the time of the order.