Contact information

Contact Policy

We’re honored to be in your orbit. This page explains how to reach us, when you can expect a reply, and the care we take with your information.

How to reach us

Hours & response time

We answer messages Mon–Fri, 10am-4pm EST. Expect a reply within 1–2 business days. If we’re in a launch, holiday, or sale period, it may take a touch longer—thank you for your patience.

Order changes & cancellations

  • Requests to update addresses, items, or cancel can often be accommodated before fulfillment begins. Cancellations can only be completed within 24 hours of purchase. Please email us as soon as possible.
  • Once an order is packed or shipped, changes aren’t guaranteed—but we’ll always try to help.

Shipping questions & timelines

  • Tracking may take 24–48 hours to update after dispatch.
  • If a package is marked Delivered but isn’t found, please check with household members/neighbors and wait 24 hours—carriers sometimes scan early.
  • Still missing? Email us with your order number and we’ll investigate.

Returns & exchanges

Please review our Return & Refund Policy for eligibility and steps. For the quickest support, include photos for damaged or incorrect items within the timeframe listed in that policy.

When we contact you

  • Order Concerns: order confirmations, receipts, shipping updates, and account notices.
  • Marketing: only if you’ve opted in; you can unsubscribe anytime.
  • From: messages will come from our domain @solanaceaenoir.com.
    We will never ask for your password, full credit-card number, or two-factor codes via email or DM. If you receive a suspicious message, forward it to hello@solanaceaenoir.com.

    Social media

    We love hearing from you on social, but for anything involving personal or order information, please use our contact form or email. DMs aren’t a secure or official support channel.

    Safety, respect & security

    We’re a small team and treat every inquiry with care. We maintain a zero-tolerance policy for abusive or discriminatory language. For how we protect your data, read our Privacy Policy.

    Accessibility

    Need assistance in a different format or with accessibility accommodations? Email us at hello@solanaceaenoir.com and we’ll gladly help.

    Updates to this policy

    We may refine this page as our studio evolves. The date below reflects the latest version.

    Last updated: August 2025

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