SOLA – Frequently Asked Questions (FAQs)
My Account
Is an account necessary to place an order?
No, you can check out as a guest. However, creating a SOLA account enhances your shopping experience by enabling faster checkout, saved addresses, order tracking, order history, and the ability to initiate exchange requests through the SOLA Customer Portal.
How do I create a SOLA account?
Desktop: Click the Account icon at the top of the website and select Create Account.
Mobile:Open the menu, tap the Account icon, and complete your registration.
What if I forget my password?
Click on Forgot Password on the login page, enter your registered email address, and follow the reset link sent to your email.
How can I update my shipping or billing address?
Sign in to your account and open the Addresses section to edit, delete, or add a new address before placing an order.
Where can I view my order history?
Log in to your account and visit the Dashboard to view your complete order history.
Order
How can I place an order?
Add your desired items to the shopping bag, proceed to checkout, enter your contact, shipping, and billing details, select a payment method, and place your order. You will receive an order con rmation email once the order is placed.
Can I place an order via phone?
Yes, you can place an order by calling our SOLA helpline at +92 321 9826666.
Can I place an order online and pick it up from a store?
Currently, store pickup is not available.
Can I add items or make changes to an existing order?
Once an order is placed, items cannot be added or modified. You may cancel the order within 1 hour of confrmation (if it has not been processed) and place a new order.
Can I cancel my order?
Online orders may be cancelled within 1 hour of order confirmation by initiating the request through the SOLA Customer Portal or by contacting the SOLA helpline, provided the order has not been processed or dispatched. Once dispatched, the Exchange & Return Policy will apply.
What if there is an issue with my order?
If you receive a missing, incorrect, or damaged item, please contact Customer Care with your order number and images. After verifcation, a replacement or a credit voucher will be issued, subject to availability.
Payment
What payment methods do you accept?
We accept Cash on Delivery (COD) and secure online debit or credit card payments.
Is advance payment required for COD?
No advance payment is required. For high-value COD orders, verification may be conducted before
dispatch.
Is online payment safe?
Yes. All transactions are processed through secure, encrypted payment gateways.
What should I do if my payment fails?
Ensure your payment details are correct. If your account is debited after a failed transaction, the amount is usually reversed within 7 business days by your bank.
Delivery
How long does delivery take?
Orders are typically delivered within 3–5 working days.
Do you deliver across Pakistan?
Yes, SOLA delivers nationwide through trusted courier partners.
Can I track my order?
Once your order is dispatched, a tracking ID will be shared via email or SMS.