FAQS

  1. MY PERSONAL INFORMATION

    1. ACCOUNT

      Creating an account at solantu.com allows you to check the status of your order, have a register of your previous orders, and make a faster check out at your next purchases. Once you have registered, just click sign in at the top right corner of the page and fill with your email and password. If you have forgotten your password simply click “forgot my password” and you will get an email with instructions to reset it.
    2. NEWSLETTER

      You can sign up to receive our newsletter at the bottom of every page, and also by clicking here. You will receive updates on new items available, news and special events. You can unsubscribe at any time by clicking "unsubscribe" at the bottom of any newsletter, or in your personal space.
  2. OUR PRODUCTS

    1. OUR SKIN - CAIMAN LATIROSTRIS

      All of the skin we use comes from Yacaré Porá. A model farm that develops a program that contributes both to conservation of the species and also to the development of local economy. To learn more, visit our Sustainable luxury page, or visit the farms webpage (only in Spanish).

    2. ONYX STONES

      Onyx is a silica based stone, formed of bands of chalcedony in alternating colors. Considered a semi-precious stone it is commonly used in jewelry crafting.

      All of the onix used in our clasps come from Argentina, where this stone can be found in many different colors: white, green, blue, black yellow…

      Shaped by best artisans in Salta, Argentina, and crimped in alpaca, zinc (8-45%), copper (45-70%) and nickel (8-20%) alloy.

    3. OTHER MATERIALS

      All our bag interiors are made with best quality Spanish Lambskin.

      Our Alicia Crossbody clasp is made of Guayubirá, Argentine native wood, embedded in Alpaca, handmade by best craftsmen in Salta, Argentina.

    4. CITES

      About CITES

      CITES (the Convention on International Trade in Endangered Species of Wild Fauna and Flora) is an international agreement between governments. The aim of the CITES Convention is to foster conservation of threatened species of wild animals and plants by controlling trade therein.

      Caiman Latirostris is included in Appendix I, which means that its international trade is prohibited, except for Argentinean population, which is included in Appendix II. This means that the species in Argentina has been recovered enough to be able to be traded internationally without detriment, but subject to strict regulation.

      Solantu and CITES

      As Solantu works closely with Yacare Pora, the crocodile farm that supplies us with Caiman Latirostris, all of our products are crafted making sure the materials can be traceable, so we can supply our customers with the appropriate documentation that proves that it is made with CITES-approved materials.

      Purchasing CITES products internationally

      Although on Solantu.com we only sell within the EU, Solantu can sell its products internationally. If you live outside the European Union and wish to purchase any of our products, please contact us in the following email: contact@solantu.com.

      Travelling with CITES products

      You can travel internationally without a problem in and out of the UE with you Solantu item, with the maximum limit to 4 pieces of cocodrilia item per person. If you have more doubts, please, refer to the CITES page here.

    5. CARE

      All of our products are made of natural animal leather, so it is possible to find color variations or small markings on it. This small irregularities make every product unique and different, and should not be thought of imperfections.

      In order to preserve the handbag in optimal conditions, we recommend that you keep it in its original dustbag.

      Please, avoid long exposures to sunlight, and liquids, especially perfume.

      If it gets wet in the rain, simply absorb the water with a dry cloth and leave the handbag to dry at room temperature.

      To clean the alpaca clasp, use a dry cloth, without any cleaning products, as they might stain the skin.

      Avoid knocks that could damage the onyx stone.

      For further information, please visit our product care page.

    6. PACKAGING

      All of our products are sent carefully packed in our Solantu dustbag, where we suggest you keep it when it is not in use. And also in a Solantu special box.

      You will also receive all CITES documents so you know the product is handcrafted with international approved materials.

  3. SHOPPING AT SOLANTU.COM

    1. WHY SHOULD I HAVE AN ACCOUNT?

      You can shop at Solantu.com without creating an account. However, if you register with us you’ll be able to track your orders, review past purchases and save your addresses to make shopping next time even faster.

    2. WHY DO I HAVE TO GIVE MY ID?

      Due to European legislations, all products of a certain amount need to be sold with an invoice, so we need to ask for the following data: Full name, address and ID. This invoice will be sent by email, and also inside the parcel with all the CITES documents.

    3. PAYMENT METHODS

      Credit card: VISA, MASTERCARD, AMERICAN EXPRESS

      Paypal

      Bank transfer. If you chose this payment method, at checkout confirmation you will receive an email with the instructions for the bank transfer, and the selected product will be reserved for you during 2 working days to allow the transfer to arrive. Once we can check that it has successfully arrived, we will procced to the shipping of your Solantu product.

    4. DO YOUR PRICES INCLUDE VAT?

      Yes, all of our prices include Spanish VAT, as we are only selling online inside the UE.

      If you live outside the EU and want to buy our products, please contact us here and we will gladly assist you through the process, and we will inform you of any custom or extra tax that may alter the price of the product.

    5. CANCELLING YOUR ORDER

      Once the order is accepted by our system, we are pretty quick in the preparation so you can receive it as soon as possible.

      Unfortunately we are unable to cancel it or change any of the delivery details or payment method of an ongoing order.

      If you wish to cancel your order, please contact us as soon as possible contact@solantu.com with the subject: order cancellation/modification and the order number, and we will try to cancel it if we are still able to.

      If it is too late to cancel your order, remember that you can always return the unwanted item once you receive it. If you have any doubts, read our returns policy here .

    6. HOW DO I KNOW MY ORDER HAS BEEN RECEIVED/DISPATCHED?

      Once our system registers your purchase you will receive a confirmation email with the information of your purchase and delivery. In the case of not receiving such email, please check your junk mail folder, and write to contact@solantu.com to confirm if your order has been accepted correctly.

      If you chose bank transfer payment, you will receive an email with the instructions for the bank transfer, and the product will be reserved for you during 2 working days to allow the transfer to arrive. Once we can check that it has successfully arrived, we will procced to the shipping of your product.

    7. CAN YOU MAKE AN INVOICE?

      We always make invoices at Solantu, due to Spanish laws. You will receive your invoice via email and also inside your parcel along with all the CITES documents.

    8. PRODUCT NOT AVAILABLE/SOLD OUT

      At Solantu we believe in unique and special items, so each year we produce a small amount of each design, so our customers know there are not many items like theirs. This is why some of our items are sold out or not available.

      We also have 2 physical stores in Buenos Aires and Madrid, where we have some other design that are not available on the website.

      So, if you have interest on one of our not available pieces, please contact us at contact@solantu.com and we will do all we can to fulfil you wish.

    9. CAN I PLACE AN ORDER OVER THE PHONE/EMAIL?

      If you have any doubts or need assistance on the process, please, contact us at contact@solantu.com and we will be glad to help you with your purchase. Email inquiries will only work with a bank transfer payment. Sadly we are not able to accept any purchase via telephone.

    10. ORDER MAXIMUM

      There is no maximum pieces per order at Solantu.com, but we all of our products are shipped individually, so although several products are purchased at the same time, they will arrive in individual packages.

    11. PRODUCT AVAILABILITY

      At Solantu we believe in unique and special items, so each year we produce a small amount of each design, so our customers know there are not many items like theirs. This is why some of our items are sold out or not available.

      All products are available for everyone until a purchase is confirmed. Make sure that you receive the confirmation email, it will be sent automatically even if the purchase is through credit card or bank transfer.

      If you chose the bank transfer payment method, please be aware that the product will only be reserved during the next 2 working days to let the transfer arrive.

      Please, make sure that you receive the confirmation email by also checking your junk mail folder, and if you do not find it, email us at: contact@solantu.com.

  4. SHIPPINGS

    1. DO I HAVE TO PAY FOR THE DELIVERY?

      No, we offer free shipping within the EU.

    2. TRACKING YOUR ORDER

      We will send you a link to our carrier’s website so you can track your parcel once it has been shipped.

    3. WHERE DO YOU SHIP TO?

      For the moment we only ship to EU countries.

      If you live out of the UE and wish to buy any of our products, please contact us and we will try to work it out. Please be aware that some customs/taxes may be added to final pricing.

      We do not ship to PO boxes.

    4. CAN I CHANGE MY DELIVERY INFORMATION ONCE THE ORDER HAS BEEN ACCEPTED?

      Once the order is accepted by our system, we are pretty quick in the preparation so you can receive it as soon as possible. Unfortunately we are unable to change any of the delivery details or payment method of an ongoing order.

    5. ESTIMATED DELIVERY TIME

      Depending on the area it will take for 2 to 7 days for the parcel to arrive.

    6. MY ORDER HAS NOT ARRIVED WITHIN THE ESTIMATED TIME

      If your parcel does not arrive within 14 working days, please, contact us at: contact@solantu.com

    7. TAXES /DUTIES

      All our pricing include taxes, and do not have any duties as we only ship within the EU.

      Any shippings outside the EU shall be arranged one by one by contacting us: contact@solantu.com

  5. RETURNS & EXCHANGES

    1. RETURN POLICY – Solantu offers a 14 day returns policy. If you are not completely satisfied with your product, you can return them to us within this time for a full refund, as long as it has not been used and in its original packaging. For more information on our returns policy, please visit our Returns policy here . Products with any sign of wear will not be accepted for a return.

    2. REFUNDS – Once the product is received and confirmed that everything is in order, the refund will be processed. You will receive a notification email, and refund will be made in the same method as the original payment within the next 14 working days.