Shipping & Delivery Policy

1.1 This document governs how we deliver the physical goods you buy from Solvetashop.

1.2 Our range is made up of lighting, lamps, light fittings, light bulbs, home décor and related electrical and lighting accessories.

1.3 The delivery options, charges, timescales and destinations available to you can differ according to:

• the country you are ordering to;
• the type, size and weight of the products;
• the value of your order;
• which couriers are available;
• customs requirements; and
• other operational considerations.

1.4 Any delivery estimate we give is a guide, not a promised date. A date is only guaranteed if Solvetashop expressly confirms it to you in writing.

2.1 In most cases we process an order within 1–2 business days of your payment being successfully confirmed.

2.2 “Processing” covers everything that happens before the parcel leaves us: checking the order, confirming payment, preparing the goods, carrying out our fulfilment checks and handing the parcel over to the carrier.

2.3 Processing can take longer than usual:

• in peak seasons, during promotions, over public holidays and at other busy times;
• where a supplier is running late or we need to check stock;
• while a payment or fraud-prevention review is carried out; or
• where we need to verify the order further.

2.4 If something you ordered turns out to be unavailable, delayed, discontinued, wrongly listed or otherwise impossible to supply, we may get in touch to suggest an alternative, hold the order back, send the rest of the order without it, or cancel that item and refund you for it.

Orders sent in more than one parcel

2.5 An order with several products may travel together or in separate parcels. We decide this according to stock availability, product type, packaging needs, warehouse handling, size, weight, carrier restrictions and what is most efficient or necessary for the shipment.

2.6 When an order is split, each parcel may have its own tracking number and may arrive on a different day.

2.7 Splitting an order does not normally mean you pay more for delivery, unless we made this clear to you before you completed your purchase.

3.1 All Solvetashop orders are sent out from the United Kingdom.

3.2 The delivery timescales in this document run from the day your order is dispatched, not the day you place it.

3.3 When your order leaves us, we may email you a dispatch confirmation and, where the service offers it, tracking details.

3.4 Whether tracking is available depends on the courier, the destination, the delivery method and the particular service used.

3.5 Deliveries are made through courier and postal partners we trust.

3.6 Within the UK, your order may be carried by Royal Mail, DHL or another appropriate domestic carrier, depending on the size of the parcel, where it is going, what it contains and our operational needs.

3.7 Orders going abroad are usually carried by DHL’s international services, by partner or local couriers, or by another logistics provider suited to the destination.

3.8 The carrier may be chosen automatically, based on the delivery address, the characteristics of the parcel, which services are available and which option is most efficient.

3.9 Where we need to, we may switch to a different carrier or delivery method so that your order reaches you safely and efficiently.

4.1 We offer two delivery methods: Standard delivery and Express delivery. After dispatch, you can usually expect your parcel within the following periods:

4.2 Express delivery shortens the journey after dispatch; it does not shorten the processing time described in section 2. At checkout these times are summarised as: Standard — UK 1–3 business days, Europe 3–7, elsewhere 5–15; Express — UK 1–2 business days, Europe 2–4, elsewhere 3–8, in each case after dispatch.

4.3 These periods are estimates. The actual time can be affected by courier capacity, customs processing, the country of destination, how local couriers handle the parcel, remote or rural locations, public holidays, the weather, transport disruption, security checks, import controls and other matters we cannot control.

4.4 Expect delivery to take longer to remote islands, rural addresses, military addresses, industrial sites, construction sites, freight-forwarding addresses and anywhere couriers find hard to reach.

4.5 Solvetashop is not liable for delay that results from customs authorities, local postal operators, courier networks, incorrect delivery details, unsuccessful delivery attempts, import charges left unpaid, or events beyond our reasonable control.

5.1 You will see the delivery charge for your order at checkout, before you confirm the purchase.

5.2 Our delivery charges are:

• Standard delivery: £4.95, or free of charge when your order subtotal, after any discounts, is £75 or more;
• Express delivery: £9.95 for every order, whatever its value.

5.3 We measure the order subtotal against the £75 threshold after any discounts have been applied, but without counting tax, the delivery charge itself, customs duties, import VAT, brokerage fees or any other local charges.

5.4 Our prices and delivery charges are set in pounds sterling (GBP). If you shop in euros (EUR) or US dollars (USD), you will see the equivalent of these amounts — including the £75 threshold — converted at checkout at the current exchange rate; whether your order qualifies for free standard delivery is always decided on the GBP amount.

5.5 Our delivery charges may be revised over time to reflect carrier prices, fuel surcharges, restrictions on particular destinations, logistics costs, customs requirements or changes in how we operate.

5.6 If a technical fault causes the wrong delivery charge to be shown, we may contact you before dispatch either to correct the charge or to give you the option of cancelling the order.

6.1 It is your responsibility to give us, at checkout, a delivery address that is complete, correct and one a courier can actually deliver to.

6.2 Please include everything the courier may need, namely:

• the recipient’s name and, if relevant, the company name;
• the street, building number and any flat, apartment or unit number;
• the postcode, town or city and country;
• a contact phone number; and
• any instructions needed to gain access for delivery.

6.3 We are not liable for delay, unsuccessful delivery, lost parcels, return charges or extra costs that arise because the address details you supplied were wrong, incomplete, out of date or incorrectly formatted.

6.4 After dispatch, it may no longer be possible for us to change the delivery address.

6.5 Where a parcel comes back to us because the address was wrong, incomplete or inaccessible, or because the parcel was refused or never collected, we may take the original delivery charge, the cost of the return journey, courier and customs charges and any other reasonable costs out of any refund we owe you, except where the law does not allow this.

7.1 We may accept orders for delivery abroad to the destinations we support, as shown on the Website or at checkout.

7.2 Whether we can deliver abroad may depend on the destination country, which courier services operate there, product restrictions, customs requirements, sanctions, export controls, payment processing rules and operational limits.

7.3 We cannot promise to deliver to every country, region, island or territory, or to remote or restricted destinations.

7.4 If, after you have ordered, it turns out we cannot deliver to your destination, we may cancel the order and return the money paid for the delivery we could not make, unless the transaction is under legal, fraud, sanctions or compliance review.

7.5 Parcels sent abroad may need customs declarations, commercial invoices, product classification details and other export or import information.

8.1 When an order is delivered outside the United Kingdom, it may have to clear customs and may attract import duties, import VAT, taxes, brokerage, handling or disbursement fees, customs clearance fees or other local charges.

8.2 You pay these charges yourself, unless checkout expressly tells you otherwise. They are not built into the product price or the delivery charge unless checkout expressly says so.

8.3 We have no control over customs authorities, how import tax is assessed, the rates of duty applied, customs inspections, couriers’ customs procedures or charges imposed by local government.

8.4 You may be contacted directly by the courier or the customs authority and asked to pay duties, taxes or clearance charges before the parcel can be handed over.

8.5 If customs charges, import taxes, courier fees or other required local charges go unpaid, the delivery may be held up, or the goods may be sent back, abandoned, seized or destroyed.

8.6 If a parcel comes back to us because you did not pay customs charges, did not complete the customs formalities, refused the delivery or did not cooperate with the courier or customs authority, we may take delivery and return costs, customs charges, courier fees and other reasonable costs out of any refund, except where the law does not allow this.

8.7 It is up to you to check that the goods you order may lawfully be imported into, and used in, the country they are being sent to.

9.1 Lamps, light fittings, light bulbs and other electrical items may have to meet rules in the destination country on import, safety, certification, voltage, plugs, labelling or installation.

9.2 You are responsible for making sure that whatever you order is suitable to be imported, installed, used, resold or used professionally where you are.

9.3 Before you order, please check every relevant specification, including the voltage, current, wattage, IP rating, dimensions, cable type, connector type, product code, the environment in which the item will be installed, and any compliance requirements.

9.4 We are not liable for delay, refusal by customs, unsuccessful installation, non-compliance or rejection that results from local rules at the destination or from a product being chosen incorrectly.

9.5 Where a light fitting or other electrical item needs to be installed, wired, connected, tested, commissioned or integrated into an electrical system, it should be installed only by a qualified electrician or other competent professional wherever that is required or appropriate.

10.1 Depending on the destination and the courier’s own rules, the courier may try to deliver to the address you gave us or may divert the parcel to a collection point, parcel shop, depot, locker or local delivery partner.

10.2 You are expected to keep an eye on tracking updates and to respond to courier notifications where this is needed.

10.3 If a delivery is missed, refused or does not succeed, follow the courier’s instructions to arrange another delivery or to collect the parcel within the time the courier allows.

10.4 We are not liable for an unsuccessful delivery where you:

• do not respond to the courier’s notices;
• do not collect the parcel;
• refuse the parcel;
• give an address that cannot be accessed; or
• do not pay customs or local charges.

10.5 Where the law permits, extra fees for redelivery, storage, return or handling may be taken out of any refund or charged to you separately.

Refusing a delivery

10.6 If you turn a delivery away without good reason, do not accept it, or do not collect it from the courier, the parcel may be sent back to us.

10.7 In that case we may take the original delivery charge, the cost of the return journey, courier fees, customs charges, storage fees, handling charges and any other reasonable costs out of your refund, except where the law does not allow this.

10.8 If you are a Consumer and you refuse the delivery as a way of using your legal right to cancel, your refund will be dealt with under our Returns & Refunds Policy and the applicable law.

10.9 Turning a parcel away does not by itself cancel any customs charges, courier charges or local fees that may already have been assessed.

11.1 Wherever you can, check the parcel when it is delivered.

11.2 If the outside of the parcel looks damaged, opened, wet, crushed, tampered with or incomplete, photograph it before you open it and hold on to all of the packaging.

11.3 If any goods arrive damaged, missing, incomplete or wrong, let us know as soon as you can by emailing info@solvetashop.com.

11.4 In your message, give your order number, explain what is wrong and attach clear photos or videos showing the product, the packaging, the shipping label and any visible damage.

11.5 Where damage from delivery is visible, please tell us within 48 hours of delivery if you can. This lets us take the matter up with the courier promptly; it does not take away any mandatory legal rights you may have.

11.6 Keep the goods, packaging, labels, accessories, manuals and delivery materials until we have looked into the problem.

11.7 Before we agree to a replacement, refund or other remedy, we may ask for the damaged or incorrect goods to be sent back or inspected.

12.1 If your parcel has not arrived by the end of the estimated delivery period, start by looking at the tracking information and any messages from the courier.

12.2 If the tracking shows an unusual delay, an unsuccessful delivery, a customs hold, or no movement for a long time, email us at info@solvetashop.com.

12.3 Before a parcel can be treated as lost, we may have to open an investigation with the courier.

12.4 These investigations can take a while, particularly for parcels sent abroad, parcels held up in customs, parcels to remote destinations and parcels passed between several delivery partners.

12.5 We will do what is reasonable to help, but we are not liable for delay caused by customs processing, courier investigations, local delivery partners, incorrect address details, unpaid import charges or events beyond our control.

12.6 Where the courier confirms the parcel is lost and the loss was not the customer’s fault, we may offer a replacement, a refund or another suitable remedy.

13.1 You may ask us to send your order to a freight forwarder, parcel-forwarding service, hotel, workplace, construction site, collection point or other third-party address. If you do, delivery is complete once the carrier hands the parcel over at that address or to the authorised recipient.

13.2 From that point on, Solvetashop is not liable for loss, damage, delay, customs problems, difficulties with onward shipping or failed delivery once the parcel is with the third party, forwarding service, collection point or authorised recipient you chose.

13.3 It is your responsibility to make sure that the third party has authority to accept the parcel and is able to handle it safely.

14.1 If you are a Business Customer, trade customer, contractor, installer or other professional buyer, it is for you to make sure that delivery dates, product availability, import requirements and installation schedules fit your project.

14.2 A delivery estimate is not a guaranteed project deadline and should not be relied on as one.

14.3 Except where the law does not allow liability to be excluded, Solvetashop is not liable for labour, electrician, contractor or installation costs, project delays, missed appointments, downtime, loss of profit, loss of contract or other indirect losses arising from a delivery delay, customs delay, courier problem or product being unavailable.

14.4 Business Customers should not book installation, labour or site work, or commit to project deadlines, until the goods have arrived, been inspected and been confirmed as correct and suitable.

15.1 We may refuse, cancel, suspend or block an order if delivering it would, or might, breach sanctions, export controls, customs restrictions, payment processor rules, courier restrictions, legal requirements or our internal compliance controls.

15.2 We may check orders, billing details, delivery addresses, customers, countries, regions and payment information against the relevant sanctions, restricted-party, fraud-prevention and compliance requirements.

15.3 We do not deliver anywhere that delivery is prohibited by applicable law, sanctions, carrier or payment processor restrictions, or our compliance requirements.

15.4 Trying to get around our destination restrictions through a freight forwarder, a third-party or false address, altered billing details or misleading order information may lead to the order being cancelled and your access to the Website being restricted.

15.5 We are not liable for loss, delay, cancellation, blocked delivery, seizure by customs or extra costs that result from sanctions, export controls, customs restrictions, courier restrictions or legal compliance requirements.

16.1 We are not liable where delivery fails or is delayed because of something beyond our reasonable control.

16.2 Examples include severe weather, natural disasters, transport disruption, carrier failure, customs delay, strikes and other labour disputes, public holidays, government action, changes in regulation, sanctions, war, civil unrest, epidemics and pandemics, power cuts, technical failures, security checks, supply chain disruption and other force majeure events.

16.3 If your order is affected by such an event, we will take reasonable steps to keep the disruption to a minimum and will keep you updated where appropriate.

17.1 We may revise this Shipping & Delivery Policy from time to time to reflect changes to our delivery methods, courier partners, delivery regions, delivery charges, customs processes, ways of working or legal requirements.

17.2 Your order is governed by the version of this policy that was in force when you placed it, unless the law requires a change or a correction has to be applied.

If you would like to ask about shipping, where your order has got to, customs, a damaged parcel, a missed delivery or anything else to do with delivery, you can reach us here:

Seller

SOLVETA LTD

Company no.

17349586

Registered office

Dept 6953, 196 High Road, Wood Green, London, United Kingdom, N22 8HH

Telephone

+44 7446 940486

Email

info@solvetashop.com