FAQs

Lost packages

Ensuring Your Order Arrives Safely

At The Solist, we strive to ensure every order reaches you in perfect condition. If your order is lost during transit, please follow these steps:

1️⃣ Check with your delivery carrier for any updates on your package's status.
2️⃣ Look around your delivery area and ask your neighbors in case it was misdelivered.
3️⃣ Review any security camera footage that may assist in locating your package.

If you still cannot locate your order, please contact our customer support team at [email protected] with your order number, and we’ll be happy to assist you.

Thank you for shopping with us!

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] within 48H of receiving the order and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

Once your order has been placed and processed, you will receive a confirmation email with your order details. We process orders within 2 business days kindly note weekends are not included. Please check your email or spam folder for tracking details after said time.

For same-day processing, please place your order by 2:00 PM EST. Please note that weekends are not considered business days. 

If you need expedited shipping or have any special requests, feel free to reach out to our concierge team, and we'll be happy to assist you!

Extended Holiday Returns & Exchange Policy

At The Solist, we’re mindful that the holidays are a time for meaningful gifting, and we want you to have the confidence and flexibility to ensure every gift is just right. For that reason, purchases made between November 10th and December 20th are eligible for return or exchange through January 5th.

If your purchase isn’t exactly as you envisioned, you may return it by January 5th for an exchange or full refund. Return and exchange timelines begin once your order becomes available for shipment or pickup.

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Returns & Refunds

If you are not satisfied with your purchase from The Solist, we can absolutely assist you with an exchange please visit the following link to start your exchange/return process https://returnsportal.shop/the-solist

The product must be returned in the original condition as received, and in the original packaging.- only purchases made within the last 14 days are eligible from return and/or exchange

Please note that returns are subject to a handling fee.

Please note the following conditions:

• Eligibility: Only purchases made within the last 14 days are eligible for return or exchange.
• Condition: The product must be in the original condition as received and returned in its original packaging.
• Return Fee: Returns are subject to a handling fee

For international returns or exchanges, we allow returns and exchanges within 14 days of receipt. At this time, customers are responsible for all international shipping and duty costs

We understand how important your order is to you. The Solist specializes in arranging shipment on time for your order that is safe, reliable, and effective, ensuring that you receive your purchase in excellent condition.

• All orders ship within 2 business days. Orders won't be fulfilled over the weekend or federal holidays.
• We can guarantee same day fulfillment for express orders only if placed before 2PM EST. 

Shipping to the United States:

• US Ground Shipping: $11.99
• US 2 Day Air: $25
• US Next Day Air: $45

Holiday Free US Shipping Offers: 

• Standard (4 to 5 business days) Free when you spend $1,000+
• 2 Business Days: Free when you spend $1,500+
• Next Business Day: Free when you spend $3,000+

Track your order status by logging in on thesolist.com or by contacting [email protected]

Additional US taxes. Local law requires us to collect sales tax in select states. Proper tax information will be reflected within checkout.

New York Pick up: 

If your item is available for pick up please set up an appointment for pick up email us at [email protected] 

Kindly note we are not opened on the weekend or holidays.

International shipping - Fedex 

• International Shipping: $50

Shipment tracking info will be provided as available. Shipment from US to Asia will normally take 10-14 days. For shipment to China, please enter your shipping address in Chinese.

Our orders are packed and shipped within 2 business days. 

Additional international taxes. Certain countries may apply additional charges to shipments, including a Value Added Tax (VAT) or Goods and Services Tax (GST). These additional costs are the responsibility of the customer.

Delivery signature required. Security, effective tracking, and best protection of your order from The Solist requires that an adult signature is provided at the time of delivery. Packages will not be left at your door or delivered without a valid signature. All orders under $500 don't require a signature.


SHIPPING ASSISTANCE & SUPPORT

If you have any questions about our shipping procedures, our policies, or need personalized assistance with a shipping question related to an order, please contact our Concierge Service at (201) 399-7339, or you can email us directly at [email protected] 

Extended Holiday Returns & Exchange Policy

At The Solist, we’re mindful that the holidays are a time for meaningful gifting, and we want you to have the confidence and flexibility to ensure every gift is just right. For that reason, purchases made between November 10th and December 20th are eligible for return or exchange through January 5th.

If your purchase isn’t exactly as you envisioned, you may return it by January 5th for an exchange or full refund. Return and exchange timelines begin once your order becomes available for shipment or pickup.

Holiday Shipping rates - Shipping to the United States:

• Standard (4 to 5 business days): $11.99  - Free when you spend $1,000+
• 2 Business Days: $25 - Free when you spend $1,500+
• Next Business Day: $45 - Free when you spend $3,000+

Yes, we guarantee the authenticity of all products sold on our platform. We work directly with authorized retailers and brands to source our merchandise, ensuring that every item we offer is genuine and of the highest quality. Most of our products come with brand boxes and papers along with a certificate of authenticity from The Solist. If you want to inquire about a specific item please reach out to [email protected] 

We add new deals and promotions regularly to provide our customers with fresh and exciting offers. Our inventory is constantly updated with new arrivals and markdowns, so be sure to check back frequently or sign up for our newsletter to stay informed about the latest deals. 

Most of our offers are automatically applied at checkout, however to redeem a promotional code or voucher, simply enter the code in the designated field during the checkout process. The discount will be applied to your total order amount, and you can proceed with completing your purchase. Kindly note there is no stacking of coupons as we are already offering the best deals with our current promotion

Some promotional codes or coupons may have specific terms and conditions, such as expiration dates, minimum purchase requirements, or restrictions on certain products or categories. Be sure to review the details of each offer carefully to ensure eligibility and maximize savings.

You can find your rewards by logging in here and going to the reward page.

To use your rewards points, copy the code that we shared with you and proceed to checkout. Enter your code in the ['Discount Code'] field.

Click ['Apply'] to see your new total before finalizing your order. Only one code can be used per order.

We are able to amend or cancel orders within 1 hour (during business hours) once they've been placed. Reach out to [email protected] or call us at +1 201 399 7339 asap if you notice an error with your order. 

Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

Payment Options

We accept payments via major credit cards (Visa, MasterCard, American Express), PayPal, Klarna, and other secure payment methods. Contact [email protected] if you have questions about payment and financing.

Financing Options

We offer Klarna financing on all orders within the United States. On the product page directly under the product name, you can find the Klarna monthly price, and you can select that option at checkout! Payment options through Klarna are subject to an eligibility check. We also offer PayPal Credit as an option.

All items on The Solist are discounted. We are able to offer amazing value to our customers thanks to our direct relationships with brands, manufacturers, retailers, or distributors from which we acquire display items, discounted and past season goods at discounted rates. We pass on the savings to customers and offer products at a fraction of their original retail prices.

The Solist Watch Warranty

We guarantee that your The Solist watch is authentic, brand new, and sourced directly from authorized dealers.

Our 2-year Solist warranty covers manufacturer defects (movement, hands, and dial). If you find any issues within 14 days of purchase please contact us.

Jewelry & Accessories: These items do not include a warranty. However, our watch specialist team can assist you and let you know if repairs are possible (note: repairs will not be covered under warranty).

Exclusions: Wear and tear, improper handling, or third-party repairs void the warranty.

For warranty claims or questions, contact us at [email protected].

We're Here to Help!

If you have any questions, concerns, or feedback, our dedicated concierge team is ready to assist you.

📧 Email: [email protected]
📞 Phone: +201 399 7339

⏰ Operating Hours:
Monday – Friday (Early closure on Fridays)

We are committed to providing exceptional service and will address your inquiries promptly.

Thank you for choosing The Solist!