FAQ

What is my shipping cost?
FREE SHIPPING IF YOU SPEND OVER 150 EUROS (CODE : 34090)

6 EUROS COLISSIMO EU (ZONE 1)

8 EUROS COLISSIMO EU (ZONE 2)

9 EUROS COLISSIMO EU (ZONE 3)

10 EUROS DHL EXPRESS EUROPE

12 EUROS DHL EXPRESS WORLDWIDE

Do you ship to my country?
We ship to most locations worldwide.

When will my order be shipped?
Your order will be shipped within 24 hours of receiving your order confirmation on business days. Orders received before 15:00 CET will be shipped the same day.

How is shipping affected during peak periods?
Due to a general high increase on order volumes during holidays, sale, peak seasons and new releases, the processing of your order may take up to 48 hours. We will do our best to ship your order as soon as possible.

How can I track my shipment?
You will receive an email with your tracking number once your order is shipped.

What are your delivery options?

DHL EXPRESS INTERNATIONAL

French Post office service, Colissimo.


Payment

What are the accepted payment methods?
SOLAR accepts payments with PayPal and Stripe (Visa, Mastercard, American Express, Apple Pay).

When will I be charged for my order?
If you pay by credit card the total amount will be reserved on your account immediately when the order is placed. The money is then charged when your order is registered for delivery from our warehouse. You will then receive a confirmation containing a receipt of the purchase.

Duties for outside EU orders?

Estimated import taxes and customs fees are presented at the checkout and not included in the shipping cost. A customer is responsible for all customs and duty fees.

Orders

When do I receive my order?
Your order will be shipped within 24 hours of receiving your order confirmation on business days. Orders received before 15:00 CET will be shipped the same day. Please note that shipping times may be affected during peak periods (e.g. holidays and new releases) and the processing of your order may take up to 48 hours. You will receive an email containing your tracking number once your order is shipped.

Can I make any changes to my order?
We start working on your order as soon as it is placed, so there is a very limited time-frame in which you can amend or cancel it. Please note that during peak periods (e.g. holidays, sale and new releases) this may prevent changing your order in time.

If your order has already been dispatched from our warehouse before you cancel or change it, return it to us for a refund when you receive it and place a new order. Please note we do not refund shipping costs.

Can I track my order?
Yes, you will receive a tracking link from DHL or Colissimo on your shipping confirmation email. If you have not received your tracking link, please contact us.

Can I add items to my order?
Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us. If the order has not been sent we can ship them together to avoid double shipping costs.

I did not receive an order confirmation.
As soon as your order is placed, an order confirmation is sent to the email address you entered in the checkout. If it is missing, please make sure you have provided the correct email address and double check your email spam folder. If it’s still missing, there might be something wrong with the order. If so, contact and we’ll sort it out for you.

Returns

The package may be opened upon receipt but all items returned must be unused (in the same condition received). All original packaging must also be returned unused. Items returned after 30 days of receiving the delivery will be sent back to the customer. Please note we do not refund shipping fees.

How do I return an item?

  1. Place the items that you want to return in the original package

  2. Fill out the return form, and send the item back to the address indicated on the return form.

Can I exchange items?
If you wish to exchange to a different style, size or color, please return your unwanted item and place a new order for the desired item.

When will I receive my refund?
We process returns within 5 working days of receiving them unless we need more information from you. Please note that your return may be affected during peak periods (e.g. holidays, sale and new releases). As soon as we have handled your return we will refund you by the same method you used to pay. Your refund will show on your bank account within 5 working days. If you haven’t received your refund within 10 working days, please contact your bank for more information. Please note we do not refund shipping fees.

How do I know that you have received my return?
Use the tracking number to see if we have received your parcel. If you are unsure about the status of your return, please contact us.

I received the wrong items.
If you have received the wrong items, contact our customer service and specify which products. Return the faulty items through our returns form. You will receive the correct items without additional costs for return and/or shipping.

I am missing my return form.
If you need a new return form or shipping label, please get in touch with us.

Products

I cannot find the style, color or size I'm looking for.
The colors and sizes available in the online shop reflect what we currently have in stock.

Where do I find care instructions?
You find care instructions for each product on its label.