Customer Service

Shipping & Delivery. N'I ROI & UK

We use a mixture of DPD and Royal Mail for Domestic N’I, ROI and UK deliveries. Subject to item, order size and delivery location you will be offered several options at the checkout.  Express shipping is available but again this will depend the specific order details. This is an automated system but if you require a special service please contact us in advance.  You will receive an automated email once your order has been dispatched. Some services also include an SMS message including tracking information.

International Shipping & Delivery

We use a mixture of DPD and Royal Mail. Weight limits apply to certain countries. Please click here for a full list of our International pricing and delivery locations. Currently we do not ship to the following destinations: Africa, South America, Russian Federation, Moldova, China, Kuwait and Mexico. We reserve the right to alter this list at any time.

Returns & Replacements ROI, NI & UK

Please contact us for free DPD ROI Returns. We offer free NI & UK returns via Royal Mail Tracked, this service can be used for returns, replacements or exchanges. You can use this service within 30 days of receipt. All returns require a unique RMA number, please contact us if you require one. Currently return labels must be printed manually by visiting Royal Mail – Tracked Returns selecting sole.lo℠ and entering your RMA.  Please attach the label to the packaging that your item was shipped in and present at your local post office. All items must be returned in Their original condition with associated packaging in a resalable, unmarked condition and as new. Please contact us at sales@solelo.co.uk for further enquiries.

Returns & Replacements International

We do not currently offer a paid returns system. We are happy to accept items to be returned, replaced or exchanged. We recommend you use a tracked service with your local postal operator and also clearly mark your parcel and paperwork with ‘RETURNED GOODS’ All items can only be returned in their original condition with associated packaging in a resalable, unmarked condition and as new. Please contact us at sales@solelo.co.uk for further enquiries.

Refunds & Cancellations

Once your item has been received we will endeavour to process your refund or exchange with 1 working day, however during peak times please allow up to 3 working days. We try to process orders as soon as received so this leaves a small window to be able to cancel. If you wish to do so please call 02890200284 or contact sales@solelo.co.uk and we will do our best to help

Delays & Missing Items

From time to time some deliveries can be delayed. Where possible we will try to advise customers of any known global postal delays. In the rare occasion that a delivery goes missing we can only declare an item lost after the following timeframe. ROI, NI & UK shipments after 7 working days, European shipments after 20 working days and Rest of the World after 25 working days. We do however try to monitor each case separately.

Ordering

You can choose to use our guest checkout to place an order or you can create an account during purchase. Account holders will benifit from special terms and promotional offers. By creating an account you can check out faster, track your orders and update your profile information for future orders.

Viewing Orders

You will be able to track your order approximately 8 hours after it was shipped. Our usual shipment time is 4-5pm GMT and our order cutoff for same day shipping is currently 3.30pm GMT. You can track your order via your account log in or via the tracking info sent via email.  Please contact sales@solelo.co.uk for all delivery issues and enquiries.

Updating Account Information

This can the accessed through your account log in. You have forgotten your password please click on the ‘Forgot Your Passowrd’ link from the account log in page. If you are experiencing further difficulties please contact us at sales@solelo.co.uk or call 02890200284

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