Packaging Update 2024
Why are you rebranding and changing the packaging?
We can all use a little refresh sometimes! The new packaging makeover complements Sol de Janeiro’s award-winning and highly efficacious products. This refresh aims to accentuate the brand’s best attributes and ease shopping exploration for Sol de Janeiro friends and fans!
How do I know that I am receiving genuine Sol de Janeiro?
When shopping directly on our site or through one of our authorized retailers, you will only receive authentic Sol de Janeiro products for the ultimate cheirosa experience!
How do I know which packaging I will receive?
We are slowly rolling out our new look without creating excess waste or throwing away any existing products. While we are unable to confirm the packaging you will receive during this time, both our former packaging and refreshed packaging will be available throughout the year (while supplies last) while we begin to phase in our new packaging.
Have any of the formulas changed?
Although your favorite product has gotten a new look, it still comes with the same amazing formulas and fragrances you know and love so that you can continue having the ultimate cheirosa experience!
Does this mean my products with old packaging are expired?
- Our goal is to ensure that our customers always have the ultimate cheirosa experience when using our products. We never sell expired products! Our products have a shelf life of up to 3 years, so rest assured you are purchasing new, fresh products, just with an earlier edition of packaging. If you have any questions regarding the expiration date on a product, please reach out to our team . We are happy to help!
Will the former packaging go on sale?
We are not offering any discounts on our earlier edition packaging. Rest assured, when shopping on our site you are purchasing new, fresh products, just with refreshed packaging!
Are any products being discontinued as part of the 2024 packaging update?
None of your favorite Sol de Janeiro products are being discontinued as a result of the packaging update. You can still find all of your favorite Sol de Janeiro products on our site!
Are any products being discontinued as part of the 2024 packaging update?
None of your favorite Sol de Janeiro products are being discontinued as a result of the packaging update. You can still find all of your favorite Sol de Janeiro products on our site!
Shipping & Returns
Where do you ship?
We ship everywhere within the US, including Alaska, Hawaii, Puerto Rico, and other US territories. Please allow an extra 7-10 business days for orders to Hawaii and Alaska, and 2-4 weeks for orders to Puerto Rico, Guam, US Virgin Islands, all other US territories, and APO/FPO addresses. We no longer ship to Canada at this time.
While we don’t currently ship anywhere else, we know you need to get your hands on these amazing Brazilian beauty secrets so we’ve partnered with some international e-tailers who ship worldwide.
How long does shipping take?
All orders, including expedited orders, are processed and shipped within 1-3 business days. We don’t ship or process orders on weekends or US federal holidays. If you place your order on Saturday or Sunday, your processing will start on Monday. Orders are typically delivered within 7-10 business days from processing.
If your order was placed using Expedited Shipping, it should arrive within 5 business days of being placed.
For shipments to APO/FPO addresses, Puerto Rico, Guam, US Virgin Islands, and all other US Territories, please allow an additional 2-4 weeks for delivery.
How much do you charge for shipping?
USA: We charge a $7.50 flat rate for standard shipping + taxes. We offer free standard shipping on orders of $35 or more within the US. We charge a $25.00 flat rate for expedited shipping. Sol Passport members (One-Way, Roundtrip, and Upgrade tiers only) always enjoy free US standard shipping!
What are your shipping options?
• Standard / Free Shipping – Sent via DHL/USPS.
• 2-Day Shipping – Sent via FedEx 2Day (not available for P.O. Boxes orders). Please note: Expedited orders may take up to 3 business days to process before shipping.
Important: We do not ship to freight forwarders. Sol de Janeiro is not responsible for orders shipped through freight forwarding services that are lost, damaged, or not received.
Do you require a signature?
While we do not require a signature to receive the shipment, we strongly recommend you be present to accept delivery given the high value of your order.
Do you offer express shipping?
Yes, we offer express shipping to US addresses only via FedEx 2-Day. Please allow up to 3 business days for your order to be processed before being shipped.
What is your estimated shipping time?
United States (Standard): 7-10 business days
United States (Expedited): 3-5 business days
Expedited Shipping is not available for PO Box orders at this time.
For shipments to APO/FPO addresses, Puerto Rico, Guam, US Virgin Islands, and all other US Territories, please allow an additional 2-4 weeks for delivery.
Why can’t my items be shipped to Hawaii or Alaska?
Due to shipping regulations, certain products we offer are classified as dangerous goods (ex: aerosols and alcohol-based products). For safety reasons, these items can’t be shipped by air, so we can’t deliver them to certain zip codes in Hawaii and Alaska. We’re sorry for any disappointment this causes.
Returns
What’s your return policy?
Returns are free .
Do not submit a return request for damaged items – your return will be rejected. Instead, contact us for a replacement. (Replacements depend on product availability – if unavailable, we’ll issue a full refund.)
Return Guidelines
• We accept full or partial returns within 30 days of purchase.
• Items must be new or gently used, in their original packaging.
• Partial returns are not allowed for sets or bundles. Please return all items, including any free gifts with purchase.
• Refunds go back to your original payment method within 1 – 3 business days after we inspect your return. Your bank may take 7 – 10 business days to reflect the refund.
• Exchanges are not offered at this time – please place a new order.
Important Notes
• We only accept returns for items purchased directly from our website.
• Purchases from authorized retailers (such as Amazon, Ulta, & Sephora) must be returned to the original store under their return policy.
• Restrictions may apply during promotions or sales – see the specific promo disclaimers for more details.
How do I submit a return?
1. Visit our return portal to select which item(s) you would like to return and the reason for each return. Please note you must select all items you would like to return; additional items not specified will not be processed for a refund.
2. Once you hit “Submit Return” you will be given a prepaid return label.
3. Pack the item(s) you’d like to return in its original packaging (if available). Otherwise, pack the item(s) in a well-padded envelope or box for protection during shipping.
4. Attach the prepaid return label to the front of the package. Mail your return package by dropping it off at any United States Postal Service (USPS) location.
5. Look out for an email confirmation—we’ll let you know when your return has been received and your refund has been processed!
How long does it take to process a return?
Once the return is received and inspected, your refund will be processed within 1-3 business days of receipt. Please allow up to 7-10 business days for all refunds to reflect in your statement, depending on your bank.
How do exchanges work?
We are unable to process exchanges at this time. Please place a new order. We sincerely apologize for any inconvenience this causes.
Orders & Payment
How do I modify/cancel an order?
Once an order is placed, it’s sent to our warehouse right away, so we usually can’t cancel or edit it once it’s submitted. If you need to cancel, reach out to us immediately via live chat — we’ll try to catch it, but we cannot guarantee that the change can be made in time. If your order has already shipped or is already being processed, we’ll help you set up a free return once it arrives.
Please double-check your shipping address before checkout, as Sol de Janeiro isn’t responsible for lost, undeliverable, or misdelivered packages due to incorrect addresses.
How can I check the status of my order?
You have a few easy ways to track your order:
• Click the “Track My Order” link in your shipping confirmation email to see your order details, shipping progress, and tracking updates.
• Use our Live Chat .
What do I do if my order arrives damaged or has missing items?
We take great care in packing your Brazilian Beauty Secrets, but if something arrives damaged, don’t worry — we’re here to help! Please contact us within 48 hours of delivery and include the following info so we can assist quickly:
- Damaged items or quality issues: Send clear photos or a short video of the product(s), including the batch code (printed on the bottom of the product). Please don’t discard the item or packaging.
- Missing or incorrect items: Send clear photos of the shipping box (with the label visible) and all items that were received.
Photos and videos help us share feedback with our Fulfillment and Product Teams to investigate and prevent future issues.
Replacements & Refunds
- Replacements depend on product availability. If the product isn’t available, we’ll issue a full refund to your original payment method.
- If you used a Visa gift card, please hold onto it until your replacement or refund is processed.
- We can only assist with items purchased directly from our website. For items purchased through authorized retailers, please contact the retailer directly.
Thank you for your understanding and for helping us make things right!
How can I edit my shipping address?
We cannot update shipping addresses after an order is placed. Sol de Janeiro will not be held responsible for packages that are lost in transit, undeliverable, or delivered incorrectly due to incorrect shipping information. Please be sure to double-check your shipping address before submitting your order. We recommend reaching out to the carrier to request your package be held for pickup. We’re so sorry for any inconvenience this causes.
My package is missing, what now?
If your tracking page shows “delivered” but you can’t locate your package:
- Check the usual delivery spots around your home and ask household members or neighbors if they received it.
- Keep in mind that some carriers mark packages as delivered a little early, so it may arrive within the next day.
- If your package still hasn’t turned up, contact the carrier directly for details on where it was left.
After checking with the carrier, please email us within 48 hours of the delivery scan so we can review the status and assist further.
How can I cancel an order?
Unfortunately, we are unable to edit or cancel orders once they are placed, as they are transmitted to our warehouse immediately. We apologize in advance for any inconvenience this causes. We suggest trying to contact the carrier to request your package be returned to sender. Please note that this service is not always free and sometimes requires an additional cost that you would be responsible for.
I sent an email about my order and haven’t heard back!
We’re sorry for any confusion! If you’ve contacted our Customer Experience Team and haven’t heard back, we highly recommend checking the Spam or Promotions folder in your inbox, as sometimes our emails can get lost.
What payment methods do you accept?
- Visa, Mastercard, American Express, and Discover
- Shop Pay
- Amazon Pay
- PayPal
- Cash App Afterpay
Why didn’t I receive a packing slip in my order?
Missing a packing slip? There’s a reason for that! We’re working to minimize the environmental impact of paper consumption. All order information, shopping history, and return information is available on our website. Questions? Our CX team can help.
Can I view prices on your website in other currencies, such as euros or pounds?
Our website currently only displays prices in U.S. Dollars (USD). We apologize for any inconvenience.
I entered the wrong information at checkout – what can I do now?
As per our Return Policy, once an order is placed, we’re unable to cancel or modify any shipping or order details since they’re transmitted to our warehouse immediately.
Please chat or email our team immediately to let us know, and we’ll be happy to help if we can. Unfortunately, we cannot guarantee that any changes can be made before the order ships.
About Us
Do you test your products or raw ingredients on animals?
We’re so glad you asked – this is very important to us! Since launching in 2015, our products have never been tested on animals. Sol de Janeiro is 100% PETA-certified animal test-free—and we are committed to maintaining cruelty-free beauty as we expand globally. Hong Kong and Southeast Asia do not require animal testing to register products.
Wholesale Requests
Our team is not accepting wholesale requests at this time. We sincerely apologize for any disappointment this causes.
Can I contact Sol de Janeiro by phone?
We don’t have a customer service phone number, but our CX team is always here for you at live chat on our website.