Shipping and Returns
SHIPPING TIMES
For all orders that include in stock items, they will be sent either same or next business day after payment is received. Shipping times are an estimate based on information from our delivery companies and actual delivery times may vary. Variations may occur depending on destination of delivery also.
Shipping times are not based on the time of order, but the time of sending out from the store. The times only include regular business days, and do not include weekends or public holidays. Delivery times may also be impacted by high commercial seasons such as Xmas. If you have a specific date you must receive the order by, please be in touch directly and we will do our best to make sure we can get your order to you on time.
Orders placed outside of our normal open hours will be sent the first day after re-opening. This includes orders placed while the shop is on an extended closed period.
If you have opted to pick up your order in store, please wait for us to confirm that your order is ready before coming in to pick it up.
PACKAGING & DELIVERY
We take great pride in the products we sell and therefore do our best to make sure that your order is packed in such a way to be able to remain secure during delivery. Unfortunately we have no control over how the package is handled once it is sent out. If upon receiving the package you notice that it is damaged in any way, do not accept the delivery from the delivery company. In these cases you should take photos of thje damaged package and email those to us instead of accepting the parcel.
If the delivery is unable to be made then the package should be sent to a local distribution centre and a note left at the delivery address. If the item is not collected and returned to Sol Quads, then further shipping costs will be incurred by the customer should we need to resend the items.
In order to reduce our waste we often reuse packaging.
SHIPPING COSTS
Our online store automatically caluclates the shipping cost based on estimated weight and dimensions of the package, as well as the destination. For smaller cost items, we may send the order out without tracking to make shipping more affordable for the customer.
We offer free shipping on any orders over €300.
Picking up in store is free of charge.
SHIPPING TO THE UK
We do ship to the UK, but the details vary dependinng on the value of the order placed.
For orders over £135 the customer pays 20% VAT in store and will receive no further customs fees when goods enter the UK.
Orders under £135 will have 0% VAT charged in store. The shipping company will contact you about VAT and customs charges when entering the UK. Refusing a package at the border will result in further costs being incurred by Sol Quads. When the items are returned to us, these costs will be deducted from the refund cost for the items.
BACKORDERS & OUT OF STOCK ITEMS
While we try and ensure we keep as many great products in stock as we can, there are instances whereby we won't have exactly what you're after in store when you order the item. In these instances we will be in touch with you to let you know the length of delay before the item can be sent out. From here you can select one of three options.
Firstly you are able to cancel the order completely, for which you will receive a complete refund. Secondly, you can let us know that you are willing to wait for the item to be in stock before sending out. If you do not contact us after we inform you of the delay, we will expect this means your are selecting this option. Lastly, we may also be able to send out all in stock items immediately and await the remaining orders to be sent out at a later date. The customer will be responsible for any further shipping costs incurred by selecting this option.
DELIVERY
While we try and ensure we keep as many great products in stock as we can, there are instances whereby we won't have exactly what you're after in store when you order the item. In these instances we will be in touch with you to let you know the length of delay before the item can be sent out.
RETURNS & EXCHANGES
If you are unhappy with the product you received for any reason, please be in touch with us within 14 days of receiving your order. Almost all items are returnable if they are still in their original, unused condition and packaging. Any visible marking on the product or packaging will mean we are unable to accept the return.
If the item you are exchanging or returning is not the correct size or item, the customer is reponsible for covering the further costs of shipping. Please be in touch with us before you decide to do this. If you are returning or exchanging the item due to an error on our part, then shipping will be covered by Sol Quads.
Refunds this will be provided within 30 days of receiving the item. All refunds will be made using the method of payment used at the time of ordering. All exchanges and refunds will only be made after the items are inspected to ensure their condition. Original shipping fees will not be refunded as part of a return or exchange.
Any customs fees incurred by Sol Quads for orders being returned from outside the EU will be covered by the customer and therefore removed from the refund amount.
We cannot accept returns or exchanges for any of the following items or reasons:
- Items are used, worn, or dirty
- The item is a custom product (E.g. custom boot design, or custom mounted boot)
- Clothing items, including mouthguards unless in original packaging
- Any items that are explicitly stated in their listing as not being exchangable.
If you're unsure if the item you are ordering is eligible for returns, then please be in touch before completing your order.
For product that is still under manufacturer warranty or is defective in any way, please be in touch with us directly. All manufacturers have different policies and procedures for dealing with defective products. When contacting us please provide photographic or video evidence of the damage as well as proof of purchase from Sol Quads. Without both of these things we will be unable to commence any warranty process.
Due to the nature of skating, minor cosmetic damages are most often not covered under manufacturer warranty. Warranties are usually provided to cover material or manufacturing defects which affect the performance of the product. Wear and tear is not covered under warranty, nor is damage due to misuse, abuse, or improper care for the item.
OTHER DELIVERY QUESTIONS
If you are unsure about any of the above or if your shipping and returns questions are not answered above, feel free to contact us.