Shipping & Delivery

At Solenne, we want your order to reach you safely and with as little fuss as possible. This Shipping & Delivery Policy explains where we deliver, how delivery charges and estimated timeframes are communicated, what happens if an order is delayed or lost, and your rights as a customer.

This policy should be read alongside our Terms & Conditions and Returns & Refunds Policy.

1. Where We Deliver

We currently deliver to addresses within the United Kingdom, subject to any geographical or courier restrictions that may apply.

Any delivery restrictions applicable to your order will be made clear before you complete your purchase.

Certain destinations, including remote areas, islands, PO Boxes or other restricted locations, may have limited delivery options or require additional delivery time. Where this applies, the available delivery options and any applicable charges will be displayed before you place your order.

We reserve the right not to accept orders to destinations that we or our delivery partners are unable to service.

2. Order Processing

Once your order has been successfully placed, you will receive an order confirmation using the contact details provided during checkout.

Orders may require a short processing period before dispatch. Processing includes payment verification, order preparation, quality checks, packing and handover to the relevant delivery provider.

Processing times are separate from delivery times.

Orders placed during weekends, public holidays or particularly busy periods may begin processing on the next available working day.

A working day means Monday to Friday, excluding UK bank and public holidays.

3. Delivery Options & Charges

The delivery methods available to you, their respective charges and the estimated delivery timeframes will be shown before you complete your order.

Delivery charges may vary depending on factors such as:

• your delivery address;

• the delivery method selected;

• the size, weight or value of the order; and

• any promotional shipping offer applicable at the time.

Where a delivery charge is mandatory and can reasonably be calculated in advance, it will be clearly presented as part of the total amount payable.

Optional premium delivery services, where available, will only be added when actively selected by you.

You will always have the opportunity to review the total amount payable before submitting your order.

4. Estimated Delivery Times

The estimated delivery timeframe applicable to your order will be shown during the purchasing process.

Delivery estimates begin once the order has been dispatched unless otherwise stated.

Please note that an estimated delivery date or timeframe is an estimate rather than a guaranteed appointment unless we expressly confirm that delivery by a particular date is guaranteed or has been agreed as essential.

In accordance with applicable UK consumer law, unless a different delivery period has been agreed with you, we will deliver your goods without undue delay and no later than 30 days after the contract between you and Solenne is entered into.

5. Dispatch & Tracking

When tracking is available for your delivery, tracking details will normally be sent to the email address or other contact method supplied with your order.

Please allow some time after receiving a dispatch notification for tracking information to become active within the carrier's system.

Tracking updates are provided by our delivery partners and may occasionally be delayed or incomplete.

A tracking status alone does not limit any rights you may have under applicable consumer law.

6. Delivery Delays

Although we work to have every order delivered within the timeframe communicated to you, circumstances outside normal operations may occasionally cause delays.

These may include severe weather, transport disruption, carrier delays, exceptionally high order volumes, public holidays, customs procedures where applicable, industrial action or other events beyond our reasonable control.

If we become aware of a material delay affecting your order, we will take reasonable steps to keep you informed using the contact details provided with your order.

Where delivery has not taken place within the agreed period, your rights will depend on the circumstances.

If delivery by a particular date was agreed as essential, or it was clear from the circumstances that delivery by that date was essential, you may have the right to treat the contract as ended if we fail to deliver on time.

In other circumstances, you may ask us to make delivery within an appropriate additional period. If we then fail to deliver within that period, you may be entitled to cancel the affected order and receive a refund in accordance with your statutory rights.

Nothing in this policy limits any rights available to you under UK consumer law.

7. Responsibility for Your Order During Delivery

Your order remains at our risk while it is being delivered.

Risk in the goods will normally pass to you only when the goods come into the physical possession of:

• you; or

• another person whom you have identified to receive the goods on your behalf.

This means that where we arrange the courier or delivery service, Solenne remains responsible for the goods while they are in transit.

An exception may apply where you independently commission a carrier that was not offered or arranged by us. In those circumstances, risk may pass when the goods are delivered to that carrier, as provided by applicable law.

8. Missing or Lost Deliveries

If your order has not arrived within the delivery timeframe communicated to you, please contact us at support@solennestore.site.

We may ask you to confirm relevant information, including your:

• name;

• order number;

• delivery address; and

• tracking information, where available.

We will investigate the delivery with the relevant carrier where appropriate.

If the goods are determined to have been lost before risk has legally passed to you, we will provide an appropriate remedy, which may include replacement or reimbursement, depending on the circumstances and your legal rights.

We will not require you to resolve a lost-parcel claim directly with a courier where responsibility for delivery remains with us.

9. Orders Marked as Delivered but Not Received

If tracking information shows that your order has been delivered but you cannot locate it, please check, where appropriate:

• the immediate delivery area;

• whether another member of your household accepted the parcel;

• whether the carrier provided any delivery photograph or delivery information; and

• any location that you expressly authorised for delivery.

If you are still unable to locate the parcel, contact us as soon as reasonably possible at [customer service email].

We will review the circumstances and, where appropriate, raise an investigation with the carrier.

A carrier marking an item as "delivered" does not by itself remove any statutory rights you may have.

10. Delivery Instructions, Safe Places & Neighbours

Where a carrier allows you to specify delivery instructions, a neighbour, collection point or other delivery preference, please ensure that the information provided is accurate.

We cannot guarantee that every delivery instruction will be available or capable of being followed by the carrier.

The effect of a delivery instruction on responsibility for the goods will depend on the particular circumstances and applicable UK law. Nothing in this policy is intended to transfer risk to you earlier than permitted by law.

11. Incorrect or Incomplete Delivery Addresses

You are responsible for providing an accurate and complete delivery address when placing your order.

Please check your delivery information carefully before completing checkout.

If you notice an error after submitting an order, contact us at support@solennestore.site as soon as possible.

We will make reasonable efforts to amend the delivery details where the order has not yet been dispatched, but we cannot guarantee that changes will be possible once fulfilment or delivery has begun.

If an order cannot be delivered because the address supplied was materially incorrect or incomplete, please contact us so that we can determine the appropriate next steps.

Where legally permitted, reasonable additional costs genuinely incurred as a direct result of incorrect information supplied by the customer may need to be paid before a further delivery attempt is arranged. Any such charge will be communicated clearly before it is incurred.

12. Failed Delivery Attempts & Parcels Returned to Sender

Where a delivery cannot be completed, the carrier may:

• attempt delivery again;

• leave instructions for rearranging delivery;

• deliver the parcel to an authorised collection point; or

• return the parcel to us or our fulfilment facility.

The available options depend on the delivery provider and destination.

If your parcel is returned to us, please contact our customer service team. We will review the circumstances and explain the available options, including redelivery or refund where appropriate.

Any charge for redelivery will only be applied where lawful and appropriate to the circumstances and will be clearly communicated before payment is taken.

13. Damaged Parcels, Incorrect Items or Missing Items

If your parcel arrives damaged, contains an incorrect product or appears to be missing an item, please contact us as soon as reasonably possible at support@solennestore.site.

Where possible, it can help us resolve the issue more quickly if you provide:

• your order number;

• a description of the problem;

• photographs of the parcel and products received; and

• photographs of the shipping label or packaging where relevant.

These requests are intended to help us investigate the issue and do not reduce or replace your statutory consumer rights.

Do not dispose of the product or packaging until we have had a reasonable opportunity to review the issue, where it is practical for you to retain them.

14. International Fulfilment & Customs

Some products may be dispatched from fulfilment facilities located outside your local area or, where clearly indicated, outside the United Kingdom.

Where this applies, delivery may take longer and the parcel may be subject to customs processing.

Any mandatory charges that we are required to disclose or collect from you will be presented in accordance with applicable law.

We will not intentionally add undisclosed mandatory delivery charges after you have placed your order.

Where any tax, customs duty or import charge could legally become payable directly by you rather than by Solenne, this will be communicated to you before you place the relevant order where required by law.

15. Cancelling an Order Before Dispatch

If you wish to cancel an order, please contact us at support@solennestore.site as soon as possible.

Where the order has not yet entered fulfilment or been dispatched, we will make reasonable efforts to stop the shipment.

If we are unable to prevent dispatch, this does not remove any statutory cancellation rights that apply to your purchase.

For information about cancellations, returns and refunds after dispatch or delivery, please see our Returns & Refunds Policy.

16. Delivery Charges Following a Statutory Cancellation

Where you exercise a statutory right to cancel an eligible online purchase, any refund of the original delivery charge will be handled in accordance with UK consumer law and our Returns & Refunds Policy.

Where required by law, the cost of our least expensive standard delivery option will be refunded.

If you voluntarily selected a more expensive delivery method, such as an express or premium service, we are not normally required to refund the additional amount above the cost of standard delivery.

This does not affect your rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

17. Events Outside Our Reasonable Control

From time to time, delivery may be affected by circumstances that we could not reasonably prevent or control.

Where this occurs, we will take reasonable steps to minimise disruption and communicate material changes where appropriate.

This section does not exclude or restrict any rights that cannot legally be excluded or restricted, including your rights relating to delivery under applicable consumer law.

18. Your Statutory Rights

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or replace rights you have under applicable UK consumer law.

These rights may include protections under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, together with other consumer protection legislation that applies from time to time.

Where this policy conflicts with a statutory right that cannot legally be excluded, your statutory right will prevail.

19. Contact Us

If you have any questions about shipping, tracking or the delivery of your order, please contact us:

Solenne
Email: support@solennestore.site
Website: solennestore.site

Please include your order number whenever possible so that we can assist you more efficiently.