Shipping policy

1. General⁣
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All of our items are stored at our atelier in Romania, where the pieces are made. We ship our orders directly from our atelier, and you will not be charged any customs fees.
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Shipment of orders are subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will ⁣fulfil the available products to you, inform you immediately of any stock discrepancies, and refund you on any items that are not available. 

2. Shipping Costs⁣
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Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected ⁣with the purchase. This price will be the final price for shipping cost to the customer.⁣
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3. Returns⁣
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3.1 Return Due To Change Of Mind ⁣
Solai will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of receipt of item and are returned ⁣to us unused and in good condition. ⁣
Returns and exchanges are free of charge. ⁣Once returns are received and accepted, refunds will be processed and you will be notified (this can take up to 24 hours to process). ⁣
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Unfortunately, for the time being, we are unable to issue returns/refunds for orders outside of the EU and UK (including the USA, Canada and AUS).⁣
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4. Delivery Terms⁣
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4.1 Transit Time EU & USA⁣
In general, EU and US shipments are in transit for 2 - 5 days. You will receive tracking details so that you can keep tabs on the arrival of your parcel. ⁣
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4.2 Transit time UK⁣
Generally, orders shipped to the UK are in transit for 2 - 5 days. You will receive tracking details so that you can keep tabs on the arrival of your parcel. ⁣
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4.3 Dispatch Time ⁣
Orders are usually dispatched within 2 business days of payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum. Occasionally, items are made-to-order and therefore they may take a few additional days to produce and be dispatched.⁣
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4.4 Change Of Delivery Address ⁣
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Occasionally, we are able to re-direct the parcel after it has been dispatched, but we cannot guarantee this.⁣
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5. Tracking Notifications⁣
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Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made ⁣available by the shipping provider.⁣
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6. Parcels Damaged In Transit⁣
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If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the ⁣parcel has been delivered without you being present, please contact customer service with next steps.⁣
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7. Cancellations⁣
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If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an ⁣order has already been dispatched, please refer to our refund policy.⁣
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8. Insurance⁣
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Parcels are insured for loss and damage up to the value as stated by the ⁣courier.⁣
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9.1 Process for parcel damaged in-transit ⁣
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.⁣
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9.2 Process for parcel lost in-transit ⁣
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.⁣
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10. Customer service ⁣

For all customer service enquiries, please submit an enquiry at info@solai.uk