FAQS

Your Concerns Answered Here

Reliable Service
Our customer service is known to be one of the very best in the business. Our super high repeat purchase rate (87%) says it all. We ship fast!

Top Security
Solegem is the most reliable brand for Affordable Hyped Goods. Our site is SSL encrypted, with PayPal / Western Union for easy & secured transactions.

Unbeatable QC
Your item will be inspected by our sneaker nerds to ensure quality. We send you real high res QC photos to review and confirm before shipping.

The real question here is: will I get called out? Answer is very unlikely, not everyone is a replica doctor and even sneaker experts can’t tell the difference for most case. Customers need to have the right mindset and know what to expect. Reselling these products as retail is against our rules and it’s not recommended, customer is responsible for any consequences for whatever happens for doing so.

We grade our products very straight forward by looking at the overall quality and the cost we get from the factories. 

SG Normal Grade

Good quality to be listed with good value / price ratio. Many of our most popular items are at normal grade, such as our Yeezy 350 “Bred” and Off-White Vapormax, etc.

SG Premium Grade

One step up, beats 95% of other similar products on the market. Some items at this grade are made with OEM parts from retail, such as our premium grade Yeezy 350 collection. Many sellers would sell stuff at this grade as their best products and call them “Authentic”, “1:1”, big fat lies.

SG Grade 1

For insane sneakerheads like ourselves and 83% from our customers. Best stuff out there without questions, most sellers don’t bother selling these because of high cost and profit margin is same compare to other grades. Most items in SG Grade 1 are made with authentic parts / material. If you want the best of the best, SG Grade 1 is the perfect choice, our signature products.

SG Grade SSS

Our Mount Everest. superb quality, most special and unique items available only at Solegem for Luxury items – bags, purse, apparels, accessories, etc. These items are super rare, many are made with OEM materials from our secret trading company partners. Longer than normal wait time can be expected if you buy items at this grade because it’s very hard to get.

Please note, SG Grade S to SSS items are not guaranteed to be in stock even if you purchase from our site, due to the nature of these items, we can’t be 100% sure that the item will be available every single time. Sometimes certain items will go out of stock in 3 days after we list it. If the item is not available, we will send you full refund back or you can exchange with something else.

SSS Grade items are FINAL SALE, NO RETURN / EXCHANGE. Our business partner will perform a thorough QC check before shipping but they DO NOT TAKE THAT MANY PHOTOS compare to our sneaker products. We can ONLY take SSS Grade product back if there’s a major visible flaw on it with clear photo.

Buy 5 items from us consecutively and you will qualify as our VIP member.

See SOLEGEM VIP product page for all VIP perks.

To become a reseller / business partner, you must become our VIP first, then we can talk. We have many successful resellers in US and Europe, we drop ship or white label with top quality goods and reliable service that you can count on.

Pick whatever you like and add to cart, submit your order and you’ll see an order summary page with your order number and further instructions. You need to contact us for payment instructions, we ONLY PROCESS YOUR ORDER IF PAYMENT IS RECEIVED.


Next we order your shoes from the factory we work with, most of the time your item will show up at our warehouse in a day or two, please don’t panic if you don’t hear any updates from us right away because sometimes the factory runs out of certain sizes, we will notify you via email or WhatsApp.

When the product comes in, we will inspect and QC them to make sure quality checks out. If you want to see the photos before we ship, please add our WhatsApp with your order number so we can send you photos prior to shipping. ALL QC PHOTOS WE SEND YOU ARE FROM YOUR ACTUAL PURCHASE, NO-EDITING, NO FILTER, NO BS, NO BAIT AND SWITCH! If you don’t like certain things such as tiny flaws and want to exchange with a new pair, a $5USD fee will apply.

Sneakers

All sneakers listed are US men’s size, TTS (true to size). However for special collection such as Yeezy 350V2, the toe box is narrow so always go half size up, otherwise pick whatever size you are comfortable with.

Apparels

Sizing is different for Tees, Hoodies and other wearings made from China, please refer to size chart in product photos. Please put in your height and weight in the notes section when ordering, we’ll get the right size for you accordingly.

All items we ship out are marked with “Personal Gift” to avoid duties and taxes, we also put the value of the item for $45USD (North America) and $35 for European countries. If you are hit with taxes, please understand that this is all random and we do our best to avoid it.

If the factory delivers the item to our warehouse in the same day or next day, we will QC the item and ship it out right away. Sometimes it takes a few more days for factory to restock certain popular items, we will keep you posted. We offer two shipping options:

Express:

DHL / EMS, $35USD flat rate for 1 pair of sneaker. 7-10 business days to most countries (without being held by custom).

Standard:

Epacket, $25USD flat rate for 1 pair of sneaker. 15-20+ business days to most countries (without being held by custom).

Our record on express shipping is very fast to North America (US, Canada) and Europe, chance of custom hold up is small. Please be understandable that we don’t control how fast the courier goes, extra delivery time can be expected due to public holidays in China or your own country.

If your package is ceased by custom, don’t freak out and talk to us right away. We’ll do our best to assist with the issues. Worst case we’ll refund you 60% for the cost of the shoes, shipping cost is non-refundable. We are not responsible for any duties and taxes.

For tracking number, contact us with email or Whatsapp with your order number and your name.

EMS: 

Tracking info will be available after we ship the item, it takes 2-3 days for EMS system to show tracking info, this is how EMS works and it’s perfectly normal. Click this link and enter your tracking number.

DHL: 

Tracking info will be available in 2-3 days. Contact us in 2-3 days after your item is shipped, we will send you a working DHL tracking number. Click this link to track your DHL package.

Epacket: 

Tracking number will be available right away after we ship your item. Takes 3-4 days for tracking info to come online which is normal. Click this link to track your Epacket package.

We are accepting Western Union and Payoneer as payment methods right now, both are best in class for sending money with top security. It’s totally worth your time (few mins to setup) and receipt of goods is guaranteed for buying with us. We worked very hard to make a name on the market and it’s the stupidest thing to scam our customers. You either get your purchase, or your money back, it’s that simple. We also have very detailed instructions on the check out process and on the order confirmation page, super easy to follow.

We do not accept credit cards at this moment due to fraud transactions and high transaction fees, we may accept later on.

We practice good business ethics, your personal info is used only for ordering and shipping purposes. We will never, ever release such info to anybody!