Our Commitment to Collector Satisfaction
At SOLIDO Shop, we understand that precision and perfection matter to collectors of premium diecast models. Just as we meticulously craft each BMW, Ferrari, Ford, Mercedes, Military, Nissan, and Porsche model in our collection, we approach your satisfaction with the same attention to detail.
We stand behind the quality of every model that leaves our warehouse. However, we recognize that sometimes a return or exchange may be necessary. Our policy is designed to be as streamlined and collector-friendly as the models we offer.
Return & Exchange Timeframe
You have 15 days from the delivery date to initiate a return or exchange request. This gives you adequate time to inspect your model while ensuring we can process your request efficiently.
Conditions for Returns & Exchanges
We Accept Returns/Exchanges For:
- Manufacturing defects or damage during shipping
- Incorrect item received
- Items in original packaging with all tags and certificates intact
- Unopened products in resalable condition
Non-Returnable Items
Based on the specialized nature of our collection, the following cannot be returned:
- Limited edition models (once the packaging seal is broken)
- Custom or personalized items
- Models with damaged packaging that affects collector value
- Opened display cases for premium collections
These exceptions preserve the integrity and value of our specialized collector’s market.
Step-by-Step Return Process
Step 1: Initiate Your Request
Contact our customer service team within 15 days of delivery at [email protected] with:
- Your order number
- Reason for return/exchange
- Photos of any damage or issues
Step 2: Receive Authorization & Instructions
Within 1-2 business days, we’ll email you a Return Merchandise Authorization (RMA) number and detailed shipping instructions. Do not ship items without an RMA number.
Step 3: Package & Ship Your Return
Carefully repackage the item using the original packaging materials. Include all original documentation, certificates, and tags. Ship to:
600 West North Street
Fayetteville, US 72701
RMA: [Your assigned number]
Step 4: Processing & Resolution
Once we receive your return (typically 5-10 business days for US returns, longer for international):
- We’ll inspect the item within 2-3 business days
- You’ll receive email confirmation of approval/denial
- For approved returns: refunds process within 3-5 business days
- For exchanges: replacement ships within 1-2 business days after approval
Refund Information
Refund Timeline & Method
- Processing Time: 3-5 business days after return approval
- Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
- Shipping Costs: Original shipping fees are non-refundable
- Return Shipping: Customer responsibility unless due to our error
Note: International refunds may take additional time to appear in your account, depending on your financial institution.
Exchange Process
For exchanges to a different model:
- Follow the standard return process above
- Clearly state your desired replacement model in your initial email
- We’ll confirm availability before processing the exchange
- Price differences will be refunded or charged accordingly
Return Request Template
Copy and paste the template below into your email to [email protected]:
Dear SOLIDO Shop Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Order Date]
Model(s) for Return: [Model Name and Product Code]
Reason for Return: [Please describe the issue]
[For exchanges] Desired Replacement: [Model Name and Product Code]
I have attached photos showing [the damage/issue] and confirm that the item is in its original packaging with all accessories and documentation.
Please provide further instructions and the RMA number at your earliest convenience.
Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number – Optional]
Need Assistance?
Our team of fellow collectors understands the importance of every model in your collection. We’re here to ensure your experience with SOLIDO Shop meets the high standards of the brands we represent.
Email: [email protected]
Address: 600 West North Street, Fayetteville, US 72701
Response Time: 1-2 business days
Thank you for choosing SOLIDO Shop for your collecting journey. We appreciate your trust in us and are committed to ensuring your complete satisfaction with every aspect of your experience.
Happy collecting from the entire SOLIDO Shop team!