ORDERS

1. I haven’t received an order confirmation. What should I do?
Please check your spam or junk folder. If you still haven’t received it, your order may not have been processed or your email address could have been entered incorrectly. Contact us at info@solsparis.com with your name and, if possible, your order number.

2. Can I cancel or change my order?
Orders are processed quickly, and once confirmed we are unable to modify or cancel them. Please check all details carefully before confirming your purchase. If you no longer wish to keep your order, you may request a return once you receive it—see our Returns page for details.

3. Do I need an account to place an order?
No. You can checkout as a guest.

PAYMENT

1. Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay.
All payments are processed securely through Shopify Payments.

2. Do prices include VAT?
Yes, for EU deliveries prices are shown TTC (all taxes included). For non-EU deliveries, local duties/taxes may apply at import.

SHIPPING

1. Where do you ship?
We ship across France, the European Union, and internationally. Please refer to our Shipping Information page for full details on delivery times, fees, and destinations.

2. How do I track my order?
Once your parcel has been shipped, you will receive an email with a tracking link. If you don’t see it, please check your spam or junk folder.

3. My order is late or missing.
If your parcel has not arrived within the expected timeframe shown on our Shipping Information page, contact us at info@solsparis.com with your order number, and we’ll investigate with the carrier.

RETURNS & REFUNDS

1. How do I start a return?
Email info@solsparis.com within 14 days of receiving your order. Please include your order number and reason for return. We’ll respond with instructions on how to send your item back.
For full return conditions, visit our Returns page.

2. When will I receive my refund?
Once your return is received and approved, refunds are processed within 14 working days to your original payment method.

3. My item arrived damaged. What should I do?
If your order arrives broken or damaged, contact us within 48 hours of delivery with clear photos of the item and packaging. In most cases, you will not need to return the damaged item. Once confirmed, we’ll issue a refund.

PRODUCT & CARE

1. Why do some porcelain pieces have small black dots or bubbles?
These are natural results of high-temperature firing. Small specks or bubbles form as iron particles oxidize or moisture escapes in the kiln—they’re normal and harmless.

2. Are sols ceramics dishwasher-safe?
Yes. All pieces are fired at 1280–1340°C, creating a strong, vitrified body suitable for dishwashers.

3. How should I prepare my ceramics for first use?
Rinse gently with clean or warm water before first use. If you notice any hidden damage, please contact us before using the item.

4. What if scratches appear on the surface?
Minor scuffs can be polished with a small amount of toothpaste. Avoid contact with metal utensils or abrasive cleaning pads to prevent scratches.

4. What’s the best way to clean them?
Simply rinse with warm water and wipe with a soft cloth. For tea stains, lemon juice or vinegar works well.

5. Why do fine crackles appear in the glaze over time?
Fine crackles (called crazing) can develop naturally with temperature changes. They don’t affect safety or durability and are considered part of the ceramic’s living character.

6. Why do pieces vary slightly in shape or size?
Each piece is handcrafted in Jingdezhen by artisans. Subtle variations are part of the handmade process and reflect authenticity, not imperfection.

CUSTOMER SERVICE

1. How can I contact you?
You can reach us by email at info@solsparis.com.
We aim to reply within 2–5 business days, Monday to Friday (CET).