Refund policy
We want you to be happy with your purchase. If something is not right, please contact us and we will help you.
30-Day Return Window
You may request a return within 30 days of receiving your item.
How to Return an Item
1. Contact Us
Email us at info@solandskara.com with your order number and the reason for the return. We will reply within one business day with return authorization and full instructions.
2. Wait for Return Authorization
Do not send your item back before receiving our return authorization email. Returns sent without prior authorization may not be processed and could result in delays or loss of the return shipment.
3. Pack Your Item
Securely repack the item in its original packaging, including all tags, parts, and accessories.
4. Return Address
All approved returns must be shipped to our designated return address in Germany:
Sol & Skara
Paul Schütte
Wildenbruchstraße 44
60431 Frankfurt am Main
Germany
The exact return address will be confirmed in your return authorization email. Returns sent to any other address may not be processed.
5. Ship the Return
Follow the instructions provided in your return authorization email and drop the package off with your chosen carrier. We recommend using a tracked shipping method, as we cannot be held responsible for items lost in transit.
Return Costs
Defective, Damaged, or Incorrect Items
If you receive a damaged, defective, or incorrect product, return shipping is free. We will cover all associated return costs, or in many cases issue a refund or replacement without requiring the item to be returned. Please include photos of the issue in your initial email so we can resolve it quickly.
Change of Mind
If you wish to return an item because you changed your mind, ordered the wrong item, or it does not suit your space, you will be responsible for the return shipping costs. Original shipping fees are non-refundable.
Restocking Fees
We do not charge any restocking fees.
Refund Process
Once we receive your returned item, we will inspect it and notify you about your refund. Approved refunds are processed within 10 business days to your original payment method. Depending on your bank or card provider, it may take a few additional days for the refund to appear on your statement.
Exchanges
If you would like to exchange an item for a different variant or product, please contact us at info@solandskara.com. The fastest way to exchange is to return the original item for a refund and place a new order separately.
Non-Returnable Items
The following items cannot be returned:
Items that have been used, installed, or are no longer in their original condition
Cancellations
Orders can be cancelled free of charge before they have been dispatched. To request a cancellation, please contact us as soon as possible at info@solandskara.com with your order number.
Damaged, Defective, or Incorrect Items on Arrival
Please contact us within 7 days of delivery if your item arrives damaged, defective, or incorrect. Include your order number and clear photos of the issue. We will help resolve the issue with a replacement or refund where appropriate, at no additional cost to you.
Contact
Sol & Skara
Paul Schütte
Wildenbruchstraße 44
60431 Frankfurt am Main
Germany
Email: info@solandskara.com
Phone: +49 1520 3554645
Which is approximately 6:00 PM – 2:00 AM AEST/AEDT in Australia.
VAT ID: DE370290434
Customer Service Hours: Monday – Friday, 9:00 – 17:00 (CET)
We will respond to your email within 24 hours (Mon – Fri). Weekend messages are answered Monday.