Shipping policy
Scope of this policy
This policy applies to all orders placed on solandskara.com. Sol & Skara ships exclusively within Australia. All shipping references on this page are in Australian Dollars (AUD).
Order cut-off time
Orders placed before 12:00 PM (noon) (GMT+10:00) Australian Eastern Standard Time (Sydney) on business days are processed the same day. Orders placed before the cut-off begin processing the same business day. Orders placed after the cut-off begin processing the next business day.
Processing time
Orders are processed within 2 to 5 business days, Monday to Friday. You will receive a confirmation email with tracking information once your order has shipped.
Transit time
After dispatch, delivery usually takes 4 to 9 business days, Monday to Friday.
Total estimated delivery time
The total estimated delivery time is 6 to 14 business days to Australia.
Shipping cost
Shipping is free on every order.
Customs, Duties & Taxes
All prices on our website are shown in Australian Dollars (AUD) and are final. All orders are shipped on a Delivered Duty Paid (DDP) basis. This means Sol & Skara is responsible for, and pays in advance, all customs duties, import taxes, and clearance fees. You will not be asked to pay anything additional when your order arrives.
Order tracking
Once your order has shipped, you will receive a tracking link by email. You can also track your order at any time on our Track Your Order page.
Delivery attempts
Couriers will typically attempt delivery once. If you are not available, the courier will leave a delivery notification with instructions on how to collect your parcel from the nearest pickup point or schedule a re-delivery. Please collect or arrange re-delivery within the timeframe specified by the courier to avoid the parcel being returned. If a parcel is returned to us because it was not collected, return shipping costs will be charged to the customer for any re-shipment.
Lost or damaged packages
If your package is marked as delivered but you have not received it, please first check with your neighbours and your local courier depot. If you still cannot locate the parcel, contact us at info@solandskara.com within 7 days of the delivery date so we can investigate with the carrier.
If your parcel arrives visibly damaged, please take photos of the packaging and the item before opening if possible, and contact us within 7 days of receipt. We will arrange a replacement or refund where appropriate.
If a tracked parcel has not moved or been delivered within the estimated delivery time frame, please contact us at info@solandskara.com with your order number. We will open an investigation with the carrier and keep you updated on the next steps. If a parcel is confirmed lost in transit, we will issue a full refund or send a replacement at your choice.
If your order has not arrived
If your order has not arrived within the estimated delivery time frame, please contact us at info@solandskara.com with your order number. We will investigate the shipment with the carrier and assist you with the next steps.
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.