Shipping policy

 

Welcome to Solinerva (hereinafter referred to as “we”, “us”, or “our”). These Shipping Terms explain how orders placed through our online store are processed, shipped, and delivered. This policy is intended to provide clear and transparent information so you can understand each stage of the delivery process with confidence.

1. Delivery Coverage

Our delivery service is currently available exclusively within the United Kingdom. Orders with delivery addresses outside the United Kingdom are not supported at this time.

2. Shipping Fees

Shipping charges are calculated based on the total order value:

• Orders with a total value of £79.99 or more (including £79.99) qualify for free delivery.
• Orders with a total value below £79.99 are subject to a fixed delivery fee of £8.99.

All applicable taxes and related charges are included in the product prices displayed at checkout. No additional fees will be required after payment or upon delivery.

3. Order Cut-Off Time

Orders are processed during regular business hours, from 08:00 to 18:00 (GMT).

• Orders placed before 18:00 are generally processed on the same business day.
• Orders placed after 18:00 are processed on the next business day.
• Orders placed on weekends or public holidays are processed on the next available business day.

4. Order Processing Time

Once payment has been successfully confirmed, orders typically require 1 to 3 business days for preparation prior to shipment. This preparation period includes order verification, quality checks, packaging, and dispatch.

5. Estimated Delivery Time

After dispatch, delivery usually takes between 5 and 8 business days. Actual delivery times may vary depending on the destination, carrier performance, or external logistics conditions.

6. Shipping Carriers

To ensure reliable and timely delivery, orders may be shipped using one of the following logistics partners:

• Royal Mail
• SEUR
• PackLink

7. Order Tracking

Once your order has been confirmed and dispatched, you will receive a confirmation email containing your order number, payment confirmation, and carrier details. You may track your order at any time by visiting the “Order Tracking” page on our website and entering your order number together with your registered email address or phone number.

8. Responsibility Statement

• If your package is damaged or lost during transit, please contact us promptly so we can assist with verification and resolution.
• Once an order has been dispatched, modifications or cancellations may no longer be possible.
• Customers are responsible for ensuring that all delivery information provided is complete and accurate. Issues resulting from incorrect or incomplete address details will be handled according to the specific circumstances.

9. Delivery and Acceptance

We recommend inspecting your package upon delivery. If you notice any damage, missing items, or other irregularities, please document the issue with photos and contact our customer service team as soon as possible so we can assist you promptly.

10. Contact Information

If you have any questions regarding these Shipping Terms or your order, please contact us using the details below:

Contact Address: 5606 Latta Plantation Drive, Katy, TX 77449, United States
Customer Service Phone: +1 (817) 640-3159
Customer Service Email: info@solinerva.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Europe/London, GMT/BST)