- Orders & Dispatch
When will my order be dispatched?
Orders are typically processed and dispatched within 1 to 2 business days (Monday to Friday, excluding public holidays). Once your order leaves our warehouse, you will receive an automatic email notification containing your tracking details.
How is my order shipped and how long does delivery take?
We ship our products across Europe in partnership with premium international couriers, including DHL, FedEx, and UPS Priority. Standard delivery is estimated to take 3 to 6 business days from the date of dispatch.
How can I track my shipment?
We keep you informed at every crucial stage of transit. Automated email notifications will be sent to your registered email address when your order is dispatched, when it reaches key carrier sorting hubs, and when it is out for local delivery. You can also use the tracking link provided in your dispatch email to monitor your package’s progress in real time.
What happens if my delivery is delayed?
If your parcel does not arrive within the estimated timeframe, please contact our support team. We will immediately initiate an official investigation with the carrier. Depending on the outcome and the specific circumstances of the transit failure, we will arrange for a full refund or a complimentary replacement shipment.
- Payments
What payment methods do you accept?
We offer secure, encrypted checkout options to ensure your transaction is fully protected. You can complete your purchase using the following payment methods:
Credit and Debit Cards: Visa, Mastercard, and American Express.
Digital Wallets: Apple Pay and Google Pay.
When is my payment charged?
Payment is authorized and captured securely at the time your order is placed. All transactions are processed in compliance with strict industry security standards.
- Returns & Refunds
What is your cancellation and return policy?
In compliance with European consumer protection regulations, you possess a 14-day Right of Withdrawal. This period begins on the day after you, or a designated third party other than the carrier, take physical possession of the goods. You do not need to provide a reason for exercising this right, provided you inform us of your decision within the 14-day window.
How do I report damaged or defective items?
If you receive an item that is flawed, defective, or damaged upon delivery, please contact our customer service team via email at notify@solidlinenhome.com immediately. Please include photographic evidence clearly showing the issue.
Do I need to return damaged or defective items?
No. For damaged or defective goods, you are not required to return the physical item to us. Once our support team reviews and verifies the photographic evidence provided via email, we will promptly process a full refund or send a replacement item without the need for a physical return.
- Contact Us
If you have any further questions or require assistance regarding your order, please do not hesitate to reach out to our customer support team:
Address: 77 Marylebone Lane, London, W1U 2PP, United Kingdom
Email: notify@solidlinenhome.com
Phone: +44 121 368 0051