Use code ‘BFCM30’ for 30% off ALL SOL CUPS | Shop now with Afterpay, Klarna, Latitude Pay, Apple Pay, PayPal + Zip
COVID19 update 
Hi SolMate, Australia Post is no longer requiring signatures and may leave your parcel in a "safe place" - So please ensure you let us know exactly where that safe place is! You can do by leaving instructions at your cart (the stage before checkout). Otherwise SoL is not liable if parcels go missing once they are claimed as delivered by Australia Post. 

Shipping and Delivery

How much does shipping cost?

This can be calculated during your check out experience and is all relevant to your location and post code.

How long does it take for my order to come?

Depending on your location it may take anywhere between 2-7 working days.

Oops I have put the wrong shipping address?

That’s okay! Please email us directly as soon as you can with your customer order number and if your items are not sent out yet, we can update it in the system. We pride ourselves in customer experience, so please always get in touch. 

Can I track my order?

Yes, you will receive an automatic email with your tracking information once you complete the order. If you do not receive this email, please email us and we can happily provide this information for you.

Can I change, cancel, my order after it has been processed?

If your order has not been shipped out from our warehouse, yes you can. If your order has been shipped you will need to wait for it to be delivered, and follow the relevant steps to have the item exchanged. However please keep in mind we do not refund orders based on change of mind as per the above.

 

Returns and Exchanges

How long does it take to process a return?

Depending on your Location it may take up to 21 working days.

What if I change of mind my mind and want a refund?

We do not refund or accept returns for change of mind. All sales are final. If you do however wish to exchange your item for another item or colour you may. 

Any request for an exchange or return, must be submitted within 14 days of receiving your order. To initiate a return or exchange, please contact us directly for instructions of how to send your order back to our warehouse.

Returns are only accepted based on a factory fault. Not change of mind. 

Please note that any extra shipping charges will be at the expense of the customer.

All exchanged item(s) must be in perfect, unused condition and in their original packaging. Any items that appear to have been used, or altered in any way will be refused. Once the returned item(s) have been approved, a refund or exchange will be processed within 14 days.


Please note: During COVID-19 we will be much more strict in accepting returns and exchanges, as the safety of our warehouse is at upmost priority. We do not accept refunds for change of mind. 

 

During promotional periods, items purchased using a discount or promotional code are eligible for exchange or store credit only. 

 

Can I exchange for different sizes or colours?

Yes, only if your item is clearly unused, in the same condition you received it in and is in original packaging. Please note - the cost of posting the original item back to us and then posting the new one out will be at the expense of the customer. If the exchanging item is of less or higher value you will be charged accordingly upon the exchange transaction.

What is SoL's Warranty policy?

if you experience a factory fault within the first 14 days, from date of purchase you can connect to us over email to request for a replacement. A factory fault can be defined by a visible impairment on the glass which causes the product to leak or break out of your own control, and has not faced any knocks, falls or bumps. You will be required to supply photographic evidence of the case for any action to be taken.