Shipping & Returns
Tracking Your Order
Foreign Taxes and Duties
Solace London offers UK next day delivery on all orders placed before 2:30pm GMT* and standard delivery on all International orders within 1 to 5 days**
*Orders placed before 2:30pm GMT Monday to Thursday will be delivered next day. Orders placed on a Friday before 2:30pm GMT will be delivered the following Monday. All orders placed on a Friday after 2.30pm GMT, Saturday or Sunday will be delivered the following Tuesday. Please note this only applies to England, Scotland & Wales excluding Highlands and Islands.
**International delivery times may vary, particularly if shipments are subject to customs and duty procedures beyond our control. Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. You can see examples of cost and transit times below for main destinations below.
Please note that shipping times may vary subject to national holidays and bank holidays.
|UK||Next Working Day||£10|
|Europe||1 - 3 Working Days||£15|
|USA||2 - 5 Working Days||$35|
|Rest of the World*||3 - 5 Working Days||£25|
*We currently do not ship to Azerbaijan, Ukraine, Belarus and Russia.
SHIPMENTS DURING THE EASTER WEEKEND
Over the Easter weekend, the dispatch of orders and deliveries will take place as follows:
Friday 7th April 2023 – No dispatch or deliveries
Saturday 8th April 2023 – Dispatch and deliveries for DPD customers only
Sunday 9th April 2023 – No dispatch or deliveries
Monday 10th April 2023 – Dispatch for DPD and DHL customers, no deliveries
Customer Service Centre Opening Hours over Easter weekend:
Friday 7th April 2023 – Reduced hours
Saturday 8th April 2023 – Closed
Sunday 9th April 2023 – Closed
Monday 10th April 2023 – 9-5pm GMT
Tracking Your Order
All of our deliveries require a signature on arrival and can be tracked using the tracking information sent with your shipping confirmation. We are unable to deliver to P.O. boxes.
Foreign Taxes and Duties
In most cases, any customs or import duties are charged once the delivery reaches its destination country. Customs policies and import duties vary widely from country to country - we would therefore not be able to advise on what these costs would be. Any charges on a delivery are payable by the receiver. Please contact your local customs office for current charges before you order.
You may return any unwanted items to Solace London within 14 days from receipt of goods. Any returned items must be sent back to us at your own cost in their original condition with the original tags attached. Items will be inspected upon arrival and returned to the sender if they do not meet these requirements.
For your protection, we recommend that any goods returned to us can be tracked and are insured to their full value. In case of dispute please obtain proof of delivery - Solace London does not accept responsibility for items lost in transit.
For international returns please clearly mark "Returned British merchandise, no commercial value". If you fail to do so, we will not be liable for any customs charges incurred.
We will process your return and issue a refund within 14 days of receipt of your item(s). Please note that it may take several days before the money shows in your account - the processing time for refunds depends solely on the bank’s policies and we have no control over the speed of receipt.
Please note: The customer takes full liability for any parcels returned to us due to unpaid customs charges. Original shipping charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
Please send all returns to:
Solace London, James & James Fulfilment, Rhosili Road, Northampton, NN4 7JE
Tel: 01604 968820
If you wish to conduct an exchange you will need to return any unsuitable goods to be refunded and place a new order. You have 14 days from the delivery date to return any items(s).
If a delivery is refused by the receiver and returned to Solace London, any duties, taxes, postage or customs charges incurred will be deducted from the refund issued.
For further help or enquiries contact Solace London's customer care team at email@example.com.
Our business hours are Monday - Friday 9:00-05:00pm GMT, excluding bank holidays.
We will respond within 2 working days.