Shipping is free on every order placed for delivery in the United Kingdom. There is no minimum order value and no threshold to reach: the cost shown at checkout for delivery is £0.00, whatever is in the basket. Prices on the site are shown in GBP.
Duties and import charges are included in the price. Nothing further is collected from you on delivery, and you will not be asked to pay a courier or a customs agent before your parcel is released.
We deliver to addresses in the United Kingdom. If you enter an address outside the United Kingdom at checkout, no delivery method will be offered and the order cannot be completed. If you would like us to deliver somewhere we do not currently ship to, write to info@bysolmara.com and we will tell you honestly whether it is possible.
Orders are picked and packed in 1-2 business days. Processing time is counted in business days and does not include Saturdays, Sundays or public holidays. Orders placed over a weekend begin processing on the next business day.
The daily cut-off is 14:00 GMT/BST (UK time). Orders placed before the cut-off on a business day begin processing the same day. Orders placed after it begin processing on the next business day. The abbreviation changes with the season, GMT through the winter and BST through the summer, and the cut-off stays at the same clock time in both.
You will receive a confirmation email as soon as your order is placed, and a second email with a tracking number once the parcel leaves us. The tracking link becomes active once the carrier scans the parcel into their network, which can take a few hours after you receive the email. If the number has not started moving after two business days, write to info@bysolmara.com with your order number.
Transit time is 5-8 business days once the parcel has been dispatched. This is the time the carrier spends with your parcel and it sits on top of the processing time above.
Processing plus transit gives a total of 6-10 business days from the moment your order is placed to the moment it arrives. That is the figure to plan around. Every timeline on this site is quoted in business days.
Delivery estimates are estimates and not guarantees. Weather, carrier backlogs and the weeks around public holidays all move parcels more slowly, and we would rather say so than quote a date we cannot control. If your order passes the top of the total window without arriving, contact info@bysolmara.com with your order number and we will chase the carrier on your behalf.
Please check your delivery address carefully before completing your order. Once a parcel has been dispatched the address cannot be changed. If an order is returned to us because the address was incomplete or incorrect, we will contact you to arrange a redelivery.
If tracking shows a parcel as delivered and you do not have it, check with anyone else at the address and with immediate neighbours first, as carriers frequently leave parcels next door. If it is still missing, contact info@bysolmara.com within a reasonable time of the delivery scan and we will open a claim with the carrier.
If your parcel arrives damaged, photograph the outer packaging before you open it and photograph the item itself, then send both to info@bysolmara.com along with your order number. We will replace or refund the item. Do not throw the packaging away until the claim is settled, because the carrier will usually ask to see it.
Two separate periods make up the wait, and confusing them is the most common reason an order feels late when it is not. The first is processing, which is our part: the order is checked, picked, packed and handed to the carrier. The second is transit, which is the carrier's part. Processing is 1-2 business days and transit is 5-8 business days, which is why the total we quote is 6-10 business days rather than either figure on its own. The tracking number you receive marks the boundary between the two. Until it is issued the order is with us, and after it is issued the order is with the carrier.
Where an order contains several items we send them together in one parcel wherever possible, which keeps the packaging down and gives you a single tracking number to follow. Occasionally an order is split across two parcels, in which case you receive a tracking number for each and they may arrive on different days. If you have received part of an order and the tracking for the rest has stopped moving, contact info@bysolmara.com with your order number and we will look into it.
Carrier tracking pages move through a fairly standard set of states. A label created or pre-advice state means we have booked the parcel but the carrier has not yet scanned it. In transit means it is moving through the network, and it is normal for a parcel to sit at one depot for a day. Out for delivery means it is on a van and should arrive that day. A delivered scan without a parcel in your hand is covered under lost and damaged parcels below.
Most deliveries do not require a signature and the carrier may leave your parcel in a safe place or with a neighbour at their discretion. Where they do, the tracking page records where it was left. If nobody is available and there is no safe place, the carrier will leave a card and attempt delivery again or hold the parcel at a local collection point. Instructions for rearranging a delivery come from the carrier rather than from us, and following their link is usually the fastest route.
Brand Name
Solmara
E-Mail
info@bysolmara.com
Telephone
+44 7723 425794
Support hours
Monday to Friday, 9AM to 5PM GMT/BST (UK time)