Do you ship to my country?
We ship to most locations worldwide.
When will my order be shipped?
Your order will be shipped within 24 hours of receiving your order confirmation on business days. Orders received before 15:00 CET will be shipped the same day.
How is shipping affected during peak periods?
Due to a general high increase on order volumes during holidays, sale, peak seasons and new releases, the processing of your order may take up to 48 hours. We will do our best to ship your order as soon as possible.
How can I track my shipment? You will receive an email with your tracking number once your order is shipped.
You will receive an email with your tracking number once your order is shipped.
What are your delivery options?
DHL EXPRESS INTERNATIONAL
French Post office service, Colissimo.
What are the accepted payment methods?
SOLAR accepts payments with PayPal and Stripe (Visa, Mastercard, American Express, Apple Pay).
When will I be charged for my order?
If you pay by credit card the total amount will be reserved on your account immediately when the order is placed. The money is then charged when your order is registered for delivery from our warehouse. You will then receive a confirmation containing a receipt of the purchase.
Duties for outside EU orders?
Estimated import taxes and customs fees are presented at the checkout and not included in the shipping cost. A customer is responsible for all customs and duty fees.
When do I receive my order?
Your order will be shipped within 24 hours of receiving your order confirmation on business days. Orders received before 15:00 CET will be shipped the same day. Please note that shipping times may be affected during peak periods (e.g. holidays and new releases) and the processing of your order may take up to 48 hours. You will receive an email containing your tracking number once your order is shipped.
Can I make any changes to my order?
We start working on your order as soon as it is placed, so there is a very limited time-frame in which you can amend or cancel it. Please note that during peak periods (e.g. holidays, sale and new releases) this may prevent changing your order in time.
If your order has already been dispatched from our warehouse before you cancel or change it, return it to us for a refund when you receive it and place a new order. Please note we do not refund shipping costs.
Can I track my order?
Yes, you will receive a tracking link from DHL or Colissimo on your shipping confirmation email. If you have not received your tracking link, please contact us.
Can I add items to my order?
Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us. If the order has not been sent we can ship them together to avoid double shipping costs.
I did not receive an order confirmation..
As soon as your order is placed, an order confirmation is sent to the email address you entered in the checkout. If it is missing, please make sure you have provided the correct email address and double check your email spam folder. If it’s still missing, there might be something wrong with the order. If so, contact and we’ll sort it out for you.
All items returned must be unused !
The package may be opened upon receipt but all items returned must be unused (in the same condition received). All original packaging must also be returned unused. Items returned after 30 days of receiving the delivery will be sent back to the customer. Please note we do not refund shipping fees.
How do I return an item?
Place the items that you want to return in the original package
Fill out the return form, and send the item back to the address indicated on the return form.
Can I exchange items?
If you wish to exchange to a different style, size or color, please return your unwanted item and place a new order for the desired item.
When will I receive my refund?
We process returns within 5 working days of receiving them unless we need more information from you. Please note that your return may be affected during peak periods (e.g. holidays, sale and new releases). As soon as we have handled your return we will refund you by the same method you used to pay. Your refund will show on your bank account within 5 working days. If you haven’t received your refund within 10 working days, please contact your bank for more information. Please note we do not refund shipping fees.
How do I know that you have received my return?
Use the tracking number to see if we have received your parcel. If you are unsure about the status of your return, please contact us.
I received the wrong items.
If you have received the wrong items, contact our customer service and specify which products. Return the faulty items through our returns form. You will receive the correct items without additional costs for return and/or shipping.
I am missing my return form.
If you need a new return form or shipping label, please get in touch with us.
I cannot find the style, color or size I'm looking for.
The colors and sizes available in the online shop reflect what we currently have in stock.
Where do I find care instructions?
You find care instructions for each product on its label.
CLICK & COLLECT
What is Click & Collect ?
Click & Collect provides you with a more convenient way to collect your SOLAR online orders. If you place an order online, it will be ready and waiting for you two hours later. This gives you full peace of mind as to when you will receive your order, without having to worry about not being home and missing the delivery driver.
How Much does the Click & Collect service cost?
Click & Collect service is free for all orders.
How do I place Click & Collect order?
To use our Click and Collect service, simply select this option during the checkout at the delivery stage. You should be around Montpellier, France.
Where should I pick up my Click & Collect order?
Click & Collect orders can be picked up from our local address at 19 Rue Foch Montpellier 34000.
What happens once my order has been placed?
Once your order has been placed, you will receive an e-mail from us acknowledging your order, which will contain your order number for reference.
You will also receive an email and/or SMS notification once your order is ready for collection in our store. Please note you will receive a SMS notification if you have entered your mobile number correctly.
Will I be notified when my order arrives in store?
An email and/or SMS notification will be sent to you once your order is ready for collection in our store. Please note you will receive a SMS notification if you have entered your mobile number correctly.
How long do I have to pick up my Click & Collect Order?
You have 7 business days to collect your order after SMS notification once your order is ready. Please ensure to take your delivery confirmation email along with a valid form of identification e.g. passport or drivers licence. Collection without this cannot be made.
When will my order be ready for collection?
Your order will be ready 2 hours after your placed your order.
Our Click & Collect service is available 7 days a week.
We endeavour to deliver your products within the timescales set out above - unfortunately, we are unable to guarantee that they will not be affected by unforeseen issues affecting our carrier. Under these circumstances, we do not issue any form of compensation, as this is a non-guaranteed service.
What happens if I am unable to collect my order?
If you are unable to collect your order within 7 business days this will be back into our inventory. You will receive an email notification notifying you that your Click and Collect order has been changed.
No refunds will be made with Click & Collect service.
If you are not able to collect your order yourself, you can ask someone to collect it on your behalf. However please note that they will need to provide a copy of your delivery confirmation email, a copy of your ID and the name of the receiver. This will need to be presented to our store advisor when collecting the order.
Do you accept exchange?
We accept the exchange of goods of the same amount indicated on the order.
No refunds will be made with Click & Collect service.