SHIPPING INFORMATION

ONLINE SHOPPING

BROWSING

What is the Availability Status of Items on the Site?

All items available for purchase on solleria.com are made on-demand. Once you place an order, our team will begin the production process, which typically takes 10 to 15 days depending on your location.

If you are interested in ordering a significant quantity of a particular item or have any specific requests, please reach out to us at hello@solleria.com, and we’ll be happy to assist you.

What Do I Need for Optimum Browsing When Visiting Solleria.com?

For the best browsing experience on solleria.com, we recommend using the latest version of your browser. If you are using an older version, some features of the site may not function as intended.

To ensure full access to our website’s functionality, please make sure:

Your browser accepts cookies.
Your browser is SSL compatible.

By keeping your browser updated and enabling these settings, you'll be able to enjoy the full range of features on our site.

How Accurate is the Color Display on the Internet?

We strive to ensure that each product on solleria.com is photographed to accurately represent its true color. However, slight variations may occur depending on your device's display settings. As different screens can show colors differently, there may be a minor difference between the colors you see on your screen and the actual product.

ORDERS

How Can I Get Assistance with My Online Order?

If you need help with your online order, our Customer Service team is here to assist you. You can reach out to us by email at hello@solleria.com or visit the "Contact Us" section on our website for more information. We are committed to providing prompt support to ensure your experience is seamless.

How Do I Change Information on My Order After It Has Been Placed?

If you need to modify any details of your order after it has been placed, please contact our Customer Service team as soon as possible at hello@solleria.com. We will do our best to accommodate your request, depending on the stage of your order processing.

I Just Finalized My Order but Haven't Received the Order Summary

It may take a few minutes after placing your order for the order summary to arrive in your inbox. If you don't see it, please check your "Spam" or "Junk" folder, as the email may have been delivered there depending on your email settings.

If you still haven’t received the order confirmation after a reasonable amount of time, please reach out to us at hello@solleria.com, and we’ll assist you right away.

GIFTING

Will My Order Be Gift Wrapped?

At Sólleria, every order is delivered in an elegant, custom-designed box, wrapped to create a luxurious unboxing experience.

Our eco-friendly packaging, also includes a certificate of authenticity to highlight the uniqueness of your product.

Can I Receive a Paper Bag with My Online Order?

In our ongoing effort to reduce environmental impact, we have made the decision not to include additional bags with our online orders. Instead, we focus on using eco-friendly, right-sized packaging, which reduces shipping weight and helps conserve resources.

This initiative reflects our commitment to sustainability. If you’d like to learn more about our eco-friendly practices, feel free to contact us or explore our website for further details.

Can I Use a Gift Card or Store Credit for an Online Purchase?

Yes, Sólleria gift cards can be used for purchases directly on our website and must be applied during checkout on solleria.com.

Please refer to the conditions on your gift card for detailed terms of use.

Can I Include a Personalized Gift Message with My Purchase?

Absolutely! During checkout, you have the option to include a personalized message with your purchase. Simply enter your message, and we will include it on an elegant card with your gift. Alternatively, you can request a blank card to add your own personal touch.

Will My Gift Order Include an Invoice Without the Prices?

Yes, for all gift orders, the invoice will be sent separately to ensure the recipient does not see the price. During checkout, you can specify that your order is a gift, and we will make sure the invoice is not included in the package.

If you have any special requests regarding the invoice, such as needing a price-free version even if the billing and shipping information are the same, please contact us at hello@solleria.com after placing your order. We’ll be happy to accommodate your needs.

DELIVERY

How Much is the Delivery?

At Sólleria, we are pleased to offer free worldwide shipping for all orders. However, customs duties, taxes, and additional charges may apply depending on the destination and will be the responsibility of the recipient.

Delivery methods and estimated costs are as follows:

Shipping to Specific Regions:

Spain (Mainland):

DHL Express: Free shipping.

Belgium, Luxembourg, the Netherlands, Sweden:

DHL Standard: Free shipping.
DHL Express: Expedited delivery at a cost of 260 CZK.

Germany, Portugal, Italy, Ireland, Austria, the Czech Republic, Finland, Denmark, Poland:

DHL Standard: Free shipping.
DHL Express Saver: Expedited delivery at a cost of 260 CZK.
DHL Express: Expedited delivery with priority at a cost of 390 CZK.

Shipping to the Rest of Europe and the Rest of the World:

Standard Shipping: Free shipping to most destinations.
DHL Express: Expedited delivery services are available, with costs varying depending on the country (contact Customer Service for specific pricing).

Custom Orders: For large or custom items, additional shipping arrangements may apply. Please contact our Customer Service team for more details.

How Long Will Delivery Take?

Delivery times at Sólleria begin after your order has been produced and shipped. Production typically takes 10 to 15 business days. Once shipped, estimated delivery times vary based on your location:

Delivery Times:

Czech Republic: 1-2 business days
Germany, Austria, Slovakia, Poland: 2-3 business days
United Kingdom, France, Belgium, Netherlands, Luxembourg, Denmark: 3-4 business days
Spain, Italy, Portugal, Greece: 3-4 business days
United States, Canada, Turkey, Israel: 5-7 business days
Rest of Europe: 4-6 business days
Rest of the World: 5-7 business days

Expedited Delivery Options:

For faster delivery, we offer the following DHL Express options:

DHL Express 9:00: Guaranteed delivery before 9:00 AM the next business day – additional fee of 850 CZK.
DHL Express 10:30: Guaranteed delivery before 10:30 AM the next business day – additional fee of 260 CZK.
DHL Express 12:00: Guaranteed delivery before 12:00 PM the next business day – additional fee of 150 CZK.

Please note that business days are Monday to Friday, excluding public holidays. Customs processing times may vary depending on the destination, which could extend the delivery time.

If you encounter any delays or issues, please contact our Customer Service team for assistance.

How Can I Track My Delivery?

Once your order has been shipped, you will receive an email with a tracking number and a link to track your delivery. You can also track your order by logging into your account on solleria.com. Simply click on the "Account" link in the top right corner, log in, and select "Track My Order" from the menu.

If you need further assistance, feel free to contact our Customer Service team at hello@solleria.com, and we’ll be happy to help.

Can You Deliver to a P.O. Box?

For security reasons, Sólleria does not deliver to P.O. Boxes or general delivery addresses. All orders are personally delivered to the recipient, ensuring the highest level of service and security. As such, no packages will be dropped off in a mailbox or unattended delivery locations.

If you have any concerns or need further assistance with your delivery, please contact our Customer Service team.

Can I Have My Package Delivered to My Mailbox?

For security reasons, all Sólleria packages are personally delivered to the recipient. Unfortunately, we cannot leave packages in a mailbox or unattended delivery location.

If you have specific delivery preferences or need assistance, please contact our Customer Service team.

Is a Signature Required for Delivery of My Order?

Yes, a signature may be required upon receipt of your order to ensure secure delivery. This helps guarantee that your package is personally delivered and received safely.

Can You Deliver to My Hotel?

Yes, we can deliver your order to your hotel. When placing your order, please include the hotel’s name and address, as well as the dates of your stay, in the "comments" section. This will allow our Customer Service team to ensure your package is delivered within your specified time frame.

If we are unable to deliver within the requested period, we will contact you in advance to arrange an alternative solution.

PAYMENT

Which Means of Payment are Accepted by Sólleria?

At Sólleria, we accept the following payment methods for your purchases:

Credit or Debit Cards: Visa®, MasterCard®, American Express®, Maestro®, JCB®, UnionPay®.
Digital Payments: PayPal® and Apple Pay®.

When making a payment, you will be asked to provide your card number, expiration date, and the card security code on the designated checkout page. Rest assured, all transactions are securely processed.

Is My Payment Secure?

Yes, all transactions made on the Sólleria website are fully secure. You can verify that you're in a secure environment by looking for the padlock symbol in your browser's address bar and ensuring the URL begins with "https."

For enhanced security, we use the 3D Secure system, which adds an extra layer of protection for payments made with Visa® and Mastercard®. This includes the "Verified by Visa®" and "MasterCard® SecureCode" authentication methods. For more information on how to use the 3D Secure system, please visit our FAQ section.

At Sólleria, we have implemented additional security measures to protect your personal information from unauthorized access or use. However, it's important to note that no data transmission over the internet can be guaranteed as 100% secure. We encourage you to take precautions when sharing sensitive information online.

Do You Accept International Credit Cards?

Yes, Sólleria accepts international credit cards. When placing your order, please ensure that you enter the billing address associated with your credit card, even if it is an international address. This helps ensure smooth and secure processing of your payment.

Can I place an order using a bank card that is not my own?

Yes, in this case please indicate the billing address associated with the card.

When will my credit card be debited?

Cards and other payment methods are not debited until an order has been accepted and sent. However, it is possible that your credit card or other payment method may indicate a reserve amount as soon as the order is placed.

What is the security code on my payment card?

A unique code made up of 3 or 4 digits secures remote sale transactions.This code can be found:- on the back of your credit card in the signature field. It is made up of 3 digits (Visa or MasterCard, for example).- or on front, above your card number. It is made up of 4 digits (American Express, for example).

RETURNS & EXCHANGES

How Do I Return or Exchange an Item Ordered from Sólleria?

If you wish to return or exchange your order, you have 30 calendar days from the delivery date to request a return or refund. Please note the following conditions:

Returns and Exchanges:

Products must be returned in their original condition, accompanied by the invoice or a copy of the invoice in the case of a partial return.
You may return products free of charge using our prepaid return label system. Please contact our Customer Service at hello@solleria.com to receive your prepaid return label by email.
If the item was a gift, you may only exchange it for another item of the same value. Please contact Customer Service to arrange the exchange.

Conditions for Returning Customized or Special Items:

Customized or made-to-order items are non-returnable and non-refundable as they are created specifically for you.
For hygiene and safety reasons, items that have been used, unsealed, or damaged after delivery cannot be returned or exchanged, unless the product is defective.

How to Return or Exchange Your Item:

Log into your account and navigate to the "Your Orders" section.
Click "Ask for an Exchange or Refund" and follow the instructions, including:

Selecting the item(s) to be returned and providing the reason for the return.
Choosing your shipping method (e.g., package pick-up at home, with an appointment).
Downloading and printing your prepaid return label (if not handled by a courier such as UPS).

If you are unable or do not wish to use the prepaid return label service, please contact Customer Service, and we will record your return. In this case, you are responsible for the return shipping costs and must use a recognized shipping carrier that provides proof of shipping and delivery. Sólleria is not responsible for lost, misdirected, or late returns if you choose an independent carrier.

Refunds:

Once we receive your returned product in its original condition, you will be refunded within 14 days, including the original shipping costs. Please note that Sólleria does not offer refunds for items purchased as gifts unless defective.

Do Special Return Conditions Apply to Any Products?

At Sólleria, certain products may have specific return conditions. Please review the details below for products that require special attention when returned: