Free Shipping over 150 AED

FAQ

SHIPPING AND DELIVERY

  • Orders are shipped from ABU DHABI every working day between Monday and Friday. No orders are shipped on Saturdays, Sundays or public holidays.
  • All orders are dispatched according to stock availability.
  • We process order within 2-3 business days of arrival of order (7 days excluding weekends and holidays).
  • Successfully placed orders will receive an e-mail confirmation with the order details. If you do not receive an e-mail, please check your spam filter or contact us for information.
  • If you need any assistance with your order, please contact us immediately at info@soleilinnovates.com
  • We will not be able to make changes to your order after it has been shipped.
  • Kindly review and ensure that correct delivery address plus mobile phone number is indicated at time of placement of your order online to ensure correct and safe delivery of your order. Should any changes take place after placing of your order please advise us in case we can assist. SOLEIL INNOVATES is not responsible in the case where an in correct address or mobile number was provided by a customer.
  • In the event that all or part of an order is unavailable, once the order has already been placed, SOLEIL INNOVATES undertakes to notify the customer by email. The customer can then choose:
    • – Once they have confirmed the length of the delay, to postpone their order until all the items become available,
    • – Or to select another item of an equivalent price that is currently available,
    • – Or to receive a refund for the item out of stock, whilst retaining the rest of their order,
    • – Or to cancel their order completely and receive a full refund.

Free Shipping applies on purchases over 150 AED in the UAE in the following areas:

  • Abu Dhabi (AUH),
  • Alain (ALN),
  • Ajman (AJM),
  • Dubai (DBX),
  • Fujairah (FUJ),
  • Ras Al Khaimah (RAK),
  • Sharjah (SHJ),
  • Umm Al Quwain (UAQ)

Shipping charge to be calculated at point of sales.

  • If you are ordering without creating an account, the relevant shipping costs will be shown after entering the delivery address in checkout page. Until a delivery address is entered, shipping costs are estimated for deliveries in Abu Dhabi.
  • Shipping is free (except for Express Delivery):
  • For all orders over 150 AED incl. VAT for deliveries within the UAE
  • You will be notified when your order will be delivered.
  • Standard deliveries entail pre-payment made online during placement of your order (s) and requires a signature at receipt of order at address indicated.
  • Unless you notify us otherwise this procedure will be followed for Standard Deliveries.
  • Please note NO MONEY IS PAYABLE for delivery at receipt of your order. You will be required to show one piece of ID.
  • Should you require express delivery please indicate during placement of your orders on our site.
  • Express deliveries entail pre-payment made online during placement of your order (s) and requires a signature at receipt of order at address indicated.
  • Unless you notify us otherwise this procedure will be followed for Express Deliveries. Please note NO MONEY IS PAYABLE for delivery at receipt of your order. You will be required to show one piece of ID.
  • Express delivery in AUH, ALN, AJM, DBX, FUJ, RAK, SHJ, UAQ entails 24hr or SAME DAY (excluding weekends and holidays).
  • Express delivery in OTHER THAN THE UAE CITIES AS MENTIONED ABOVE entails a 48hr timeline (excluding weekends and holidays).
  • Delivery times are shown when a delivery service is selected. Customers should allow 2 to 3 working days for deliveries in AUH, ALN, AJM, DBX, FUJ, RAK, SHJ, UAQ.
  • OTHER THAN THE UAE CITIES AS MENTIONED ABOVE customers should allow 4 to 5 working days for a delivery.
  • Should a delivery be delayed by more than 7 days (excluding weekends and public holidays), we agree to compensate you with a voucher worth 10% of your order.
  • SOLEIL INNOVATES cannot be held liable if the laws, regulations or any other event result in your order being delayed.

ORDERS

SOLEIL INNOVATES has chosen a dedicated local courier company, which offers the following four delivery options, in accordance with their general conditions of sale:
  • Refer to the TRACK ORDER LINK as send to your personal email in order to track your order with our courier.
  • Keep your order number on hand.
  • Follow the prompts.
  • In the case of a return of an order, we will not be able to make changes to your order after it has been shipped.
  • If you need any assistance with your order, please contact us immediately at info@soleil.com and we will try to help if order has not been shipped.
  • You should always check the contents and condition of your parcel upon delivery before signing the delivery note, if applicable.
  • You should automatically notify us of any complaints regarding the delivery (breakages, damage, damaged packaging, missing item(s) with regard to the delivery note, etc.) as soon as possible after receiving your order.
  • Please remember that once you have physically taken ownership of the item(s) ordered, you become responsible for the risks of item loss and/or damage.

RETURNS

  • In the case of a return of an order, we will not be able to make changes to your order after it has been shipped.
  • Please review and ensure that you have entered the correct address.
  • We are not responsible for non-delivery due to errors in the address or mobile number that you provide.
  • If an order is returned due to an incorrect address, we will not refund the original order amount (including the shipping fee) and ask that you re-submit your order.
  • Any returns required as pre-agreed between SOLEIL INNOVATES and a CUSTOMER due to a reason or fault found by our CUSTOMER is payable by our CUSTOMER.
  • SOLEIL offers you 7-day return policy (excluding weekends and public holidays) on exchange of a product related to repairs. We will exchange your item FREE OF CHARGE in the case of damage or repairs required. Please submit you claim form and if possible, with supporting photos of damage item.
  • In case of none stock for a certain item as purchased but returned due to damage /repairs we will provide you with a GIFT VOUCHER COUPON and a 10% DISCOUNT on your next purchase.
  • If you need any assistance with your order, please contact us immediately at info@soleilinnovates.com
  • If you need any assistance with your order, please contact us immediately at info@soleilinnovates.com
  • Please courier the item (s) and we will refund you the shipping charge in the case where the damage product is within the warrantee period of 7-day business days (excluding weekends and holidays).
  • Refunds will be made on receipt of your damaged product which MUST be within the 7-day warrantee period.
SOLEIL INNOVATES will grant a full refund once you have received your parcel but a reason arises where our company is at fault in terms of product or service delivery. Please contact us on our helpline on +971 56 212 3784 / 56 484 0445 or info@soleilinnovates.com / soleil.howcanwehelp@outlook.com
  • Follow the exchange process via our online claim form.
  • Exchanges will be willing made in terms of receipt of a damaged item.
  • For customer convenience Soleil will pick up the item via our courier service and pay the courier charges in this case.
  • Customers are responsible for paying the cost of returning any items otherwise indicated.
  • Items must be accompanied by proof of purchase (internet invoice).
  • They must be un-used, undamaged and in their original packaging.
  • SOLEIL INNOVATES cannot exchange or refund any items returned that are lost in transit.
  • Please feel free to contact our customer service team, who will do their utmost to answer your query.
  • Please contact us on our helpline on +971 56 212 3784 / 56 484 0445 or info@soleilinnovates.com / soleil.howcanwehelp@outlook.com

FREE GIFT WRAP

  • Because each SOLEIL INNOVATES customer is special and unique to us, we offer a free, bespoke gift-wrapping service for any items you buy from our website.
  • To choose this option, select the “Please gift-wrap my order!”.
  • If you would like to include a personalized message with your gift, you can also insert the text into the message box when placing your order.
  • SOLEIL INNOVATES has gone the extra mile by offering our customers a deluxe gift wrapping and delivery service for those EXTRA SPECIAL occasion at a reasonable cost.
  • Show someone you CARE and let us help you by doing it all.
  • We offer “One Stop Service” for GIFTS with a DIFFERENCE.
  • SOLEIL INNOVATES are geared to deliver your EXTRA SPECIAL GIFTS.
  • We make it our mission to bring you HAPPY moments!
Read the additional conditions specific to the SOLEIL GIFT VOUCHER COUPON. The SOLEIL GIFT VOUCHER COUPON is only valid on the SOLEIL INNOVATES website www.soleilinnovates.com. The SOLEIL INNOVATES GIFT VOUCHER COUPON can be purchased on our website and use directly as a GIFT or direct purchase. It is valid for two years from the date of purchase. To use it on www.soleilinnovates.com, fill in the numbers shown in the “SOLEIL INNOVATES promo code or gift card” field on the card, and then confirm. The GIFT VOUCHER COUPON is not named and does not require a customer account. Ownership of the gift voucher coupon is transferred to the holder at the time of purchase. The holder is exclusively responsible for the use and safe-keeping of the gift voucher coupon. The gift voucher coupon holder may pass it on to another recipient by informing them about the conditions of use of the E-Card. At www.soleilinnovates.com you can print the gift voucher coupon or send it by e-mail to yourself or another recipient. The SOLEIL GIFT VOUCHER COUPON can be used as often during its validity period as the holder wishes until the total amount is used up. The available balance of the gift voucher coupon cannot be refunded or exchanged for cash. The gift voucher coupon can be used in conjunction with other payment methods and gift voucher coupons. Once the validity period has expired, the gift voucher coupon cannot be renewed or used to make purchases, and no available gift voucher coupon can be claimed. The gift voucher coupon cannot be paid for with another voucher. Products purchased with the gift voucher coupon on www. soleilinnovates.com will be subject to the website’s general terms and conditions of sale. The purchase of the SOLEIL GIFT VOUCHER COUPON and its use implies acceptance of these conditions. If you are a minor, you can only use the SOLEIL GIFT VOUCHER COUPON with the consent of your parents (or guardians). Soleil innovates is not responsible for the written texts and cannot guarantee their accuracy with any cards or messages for a specific occasion as issued with the SOLEIL GIFT VOUCHER COUPON. The added content must not: (a) infringe the intellectual property rights of any third party; (b) violate any applicable law in United Arab Emirates; (c) be defamatory, insulting or threatening; or (d) be obscene or paedophilic. SOLEIL INNOVATES reserves the right to remove any personal content added, at its sole discretion, with or without notice.

TERMS AND CONDITONS

SOLEIL INNOVATES is responsible for compliance failures the item sold related to stitching tares in the case of non-negligence. The consumer must prove the existence of a compliance failure in the item in question in the 14 days period after the item was delivered.
Claims and disputes will always be treated with the utmost attention. The current general conditions of sale are governed and interpreted in accordance with UNITED ARAB EMIRATES law.
The information collected will be processed by computers for the purposes of order handling. Data recipients are SOLEIL INNOVATES employees as well as service providers who need to access this information in order to fulfil the order and ensure the site runs smoothly. We do not allow SOLEIL INNOVATES to communicate this data to any commercial partners without your consent.

CUSTOMER SERVICE

If you have any questions or comments, or require additional information, you can contact the SOLEIL INNOVATES customer service team using the contact form. We are available from Monday to Friday, from 9 a.m. to 6.30 p.m., via our helpline +971 56 212 3784 / 56 484 0445 or info@soleilinnovates.com / soleil.howcanwehelp@outlook.com

SECURE PAYMENTS AND SECURITY PROTOCOL

  • The payment security protocol used is PAYPAL and STRIPE .
  • It guarantees total confidentiality of personal information transmitted on Internet. Therefore, credit card information is not stored on the site and payment can only be viewed in encrypted form with SSL (confirmed by “https” in the URL displayed on the browser).
  • With STRIPE/PAYPAL (either through your PAYPAL/STRIPE account or on your bank card via PAYPAL/STRIPE), You will be redirected to PAYPAL/STRIPE secure payment page.

CREATING AN ACCOUNT

To create your account, simply enter the requested information in the fields required:
  • Email address
  • Password
You will then be able to use this area to:
  • View your order history and details
  • Manage any item returns
  • Manage your credits
  • View and amend personal details
  • View your discount vouchers
  • View your lists and notifications
Item prices are shown in United Arab Emirates dirhams. Prices are inclusive of VAT.
Prices do not include shipping charges. The full price must be paid when the order is placed. Once you have confirmed your order, you are required to pay the price shown.
This can be done either: – as a Stripe card payment, where you are redirected to the secure page and required to complete the details requested: account name, card number, etc. – or with PayPal (either through your PayPal account or on your bank card via PayPal). You will be redirected to PayPal’s secure payment page.

An e-invoice, showing VAT if applicable, will be emailed to the customer once payment has been made. This invoice will also be available to view and print in the customer account area online, if one has been created, or send to your personal email account.

SOLEIL INNOVATES retains full ownership over all ordered items until the purchaser has fulfilled all their obligations in their entirety, not least full payment of the order price.

CLAIM FORM

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