Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
At Pore Refine, we aim to deliver your order as quickly as possible.
- Processing Time: Orders are processed within 1-3 business days.
- Shipping Time: Delivery typically takes 7-14 business days, depending on your location.
You’ll receive a tracking number via email once your order ships so you can follow its journey in real-time.
If you have any questions or concerns about delivery, don’t hesitate to reach out to us at [Your Support Email]—we’re here to help!
Creating an account with Pore Refine is quick and easy!
- Go to our website and click on the ‘My Account’ button at the top of the page.
- Enter your email address and create a secure password.
- Follow the instructions to complete your registration.
Once your account is set up, you can easily track your orders, save your shipping details, and access exclusive offers!
If you need any assistance, feel free to contact us at shop@soluumina.com—we’re happy to help!
To update your shipping address, follow these steps:
- Log in to your account on our website.
- Go to the ‘My Account’ section.
- Select ‘Edit’ next to your shipping address and update the details.
If you need to change the shipping address for an order already placed, please contact us immediately at shop@soluumina.com with your order number and the correct address.
We’ll do our best to update it before your order is processed!
Tracking your order is simple!
- Once your order ships, you’ll receive a shipping confirmation email with a tracking number and a link to track your package.
- Click on the link or enter your tracking number on our Order Tracking Page.
If you haven’t received your tracking email within 3-5 business days, or need further assistance, feel free to contact us at shop@soluumina.com
We’re here to ensure your order reaches you smoothly!
At Pore Refine, your security is our top priority.
We do not store your credit card information on our servers. All payments are securely processed through trusted third-party payment gateways that use advanced encryption technology to keep your data safe.
Your payment details are handled with the highest level of security, and we will never share or keep this information on file.”
If you have any concerns, feel free to reach out to us at shop@soluumina.com. We’re here to help
Sales tax may apply depending on your location:
- For customers in certain regions or countries, sales taxes are calculated and displayed at checkout before you confirm your order.
- If applicable, the exact tax amount will be based on your shipping address and local tax regulations.
We are committed to transparency, so there are no hidden fees—you’ll always see the full cost before completing your purchase.
If you have any further questions, feel free to contact us at shop@soluumina.com. We’re here to help!
Yes, we ship to most countries worldwide!
To confirm if we deliver to your location:
- Add your desired items to the cart.
- Proceed to checkout and enter your shipping address.
- If shipping is available, you’ll see the shipping options and rates displayed.
If you encounter any issues or your country isn’t listed, feel free to contact us at shop@soluumina.com. Our team will be happy to assist you!
We do our best to ship all items in one package. However, depending on product availability and warehouse locations, your order may arrive in multiple packages.
If that happens, you’ll receive separate tracking numbers for each shipment so you can easily follow their progress.
Rest assured, all your items will reach you as quickly as possible. If you have any questions, feel free to contact us at shop@soluumina.com—we’re here to help!
If you need to swap an item
Returns and Exchanges
At Pore Refine, we want you to be completely satisfied with your purchase.
- Returns: If you’re not happy with your order, you can return it within 30 days of receiving it. Items must be unused, in their original condition, and packaging.
- Refunds: Once we receive your returned item, we’ll process your refund within 5-7 business days.
- Exchanges: If your item is defective or damaged, we’ll gladly replace it at no extra cost.
To start a return or exchange, please contact us at shop@soluumina.com with your order number, and we’ll guide you through the process.
Please note: Return shipping costs are the responsibility of the customer unless the product is defective.
We’re so sorry for the mix-up!
If you’ve received the wrong item, please follow these steps, and we’ll resolve it as quickly as possible:
- Contact us at shop@soluumina.com with your order number.
- Attach a clear photo of the item you received and its packaging.
Once we verify the error, we’ll:
- Send you the correct item at no additional cost.
- Provide instructions for returning the incorrect product (if necessary).
We appreciate your understanding and are committed to making this right!
We’re truly sorry to hear that your order arrived damaged!
Please follow these quick steps so we can resolve this for you:
- Contact us at shop@soluumina.com with your order number.
- Include a clear photo of the damaged item, its packaging, and the shipping label.
Once we receive the details, we’ll:
- Arrange for a replacement to be sent at no extra cost, or
- Offer you a full refund, depending on your preference.
We apologize for the inconvenience and appreciate your understanding as we work to make this right!
We’re here to help!
If you need assistance, you can reach our customer support team in the following ways:
- Email: Send us a message at shop@soluumina.com. We aim to respond within 24 hours.
- Contact Form: Visit our website and fill out the Contact Us form.
- FAQ Page: Check out our [Frequently Asked Questions] for quick answers to common queries.
Our team is dedicated to providing you with the best possible support, so don’t hesitate to reach out!
If you entered an incorrect shipping address, don’t worry—we’re here to help!
- Contact us immediately at shop@soluumina.com with your order number and the correct shipping address.
- If your order hasn’t shipped yet, we’ll update the address for you right away.
- If your order has already shipped, unfortunately, we’re unable to make changes. However, you can check with your local postal service to see if they can redirect the package.
If the package is returned to us due to an incorrect address, we’ll contact you to arrange a reshipment.
We’re here to assist you, so don’t hesitate to reach out!
We understand that plans can change, and we’re here to help!
- To change or cancel your order, please contact us immediately at shop@soluumina.com with your order number.
- If your order hasn’t been processed or shipped yet, we’ll do our best to make the changes or cancel it for you.
Unfortunately, if your order has already been shipped, we’re unable to modify or cancel it. However, you can take advantage of our 30-day return policy once the item arrives.
If you have any questions, don’t hesitate to reach out—we’re here to assist!
We currently do not offer pre-orders on Pore Refine.
If an item you’re interested in is sold out, don’t worry! You can stay updated by sending us a message through our Contact Form with the product name. We’ll add you to our notification list and let you know as soon as the item is back in stock.
Thank you for your patience and understanding—we’re working hard to restock your favorite products!