Contact Us

Official Email Address

Primary Support Email: sure@solvellae.com

All customers can submit questions, order inquiries, after-sales applications, cooperation proposals and feedback through this email channel.

Service Response Hours

Our customer service team processes email inquiries every working day (Monday to Friday, Indonesia Western Time, WIB). We aim to send a formal reply within 24–48 working hours after receiving your email. During public holidays in Indonesia and seasonal peak shopping periods such as holiday sales, response time may be slightly extended, and we appreciate your patience.

Types of Inquiries We Accept

Pre-sales consultation: product material introduction, size guidance, design details, stock status, matching suggestions

Order support: order tracking, payment troubleshooting, address modification, order cancellation requests

After-sales requests: return application, refund processing, damaged goods claims, quality complaints

Logistics questions: delivery timeline, shipping fee rules, customs clearance guidance for Indonesian shipments

Brand cooperation: wholesale partnership, influencer collaboration, product customized order consultation

Privacy-related requests: personal data access, data deletion request per our Privacy Policy

General feedback and suggestions about website shopping experience

Guidelines When Contacting Us

To speed up our processing efficiency, please include the following information in your email whenever applicable: full name, order number, purchased product name, clear photos of items (for after-sales cases) and detailed description of your request.

We only provide official support through the email sure@solvellae.com. Solvellae will not initiate active requests for sensitive personal information such as bank account passwords via email. Please stay alert to fraudulent messages pretending to be our brand.

Brand Website

All official services are provided via the Solvellae official website serving the Indonesian market. Any third-party social media accounts claiming to represent Solvellae shall be verified via our official email for authenticity.