FAQ
Ordering
How do I place an order?
Pick your size and colour on the product page, add the piece to your cart and follow the checkout. You will receive an order confirmation by email as soon as the order is placed. If the confirmation does not arrive, check your spam folder or contact us.
Can I change or cancel my order?
Yes - as long as your order has not yet been handed to the carrier. Email info@offen.de with your order number as soon as possible and we will change or cancel it if it has not been dispatched. Once the parcel is with the carrier, the 14-day return right applies instead.
Delivery
How much is delivery?
Delivery is free on every UK order. There is no minimum spend, and every parcel is insured and sent with tracking.
How long does delivery take?
Orders placed by 1:00 PM GMT/BST (UK time), Monday to Friday, start processing the same working day. Processing takes 1-2 business days (Monday to Friday) and delivery a further 5-8 business days (Monday to Saturday), so you can expect your order within 6-10 business days in total.
How do I track my order?
Your dispatch confirmation email contains the tracking link for your parcel. If you cannot find it, check your spam folder - or see Track your order for the full process.
Returns and refunds
How do returns work?
You have 14 days from delivery to return an item. Register the return first by email to info@offen.de with your order number - you will receive the return address with our confirmation. Please do not send a return before registering it.
When do I get my refund?
Once your return arrives and has been checked, we refund within 5 business days to your original payment method. Return postage for a refund is paid by you unless the item is faulty or incorrectly delivered - in that case we cover it.
Can I exchange an item instead?
Yes, and exchanges are free. If a size or colour does not work, register the exchange by email within 14 days of delivery. We reserve and dispatch the replacement as soon as your exchange is registered - you do not wait for your return to reach us - and we cover both the return postage and the replacement delivery. If your size or colour is no longer available, we tell you straight away and refund instead.
Products and sizing
What sizes does SoleVair carry?
Tops, knitwear and outerwear run from XS to 3XL, with selected styles up to 4XL. Trousers and jeans are sized by waist in inches, from 28 to 42; where a label shows a letter in brackets - for example 32 (M) - both refer to the same size. Sizing is shown consistently across the shop.
How do I choose between two sizes?
Email info@offen.de with the product and the two sizes you are weighing up and we will help you decide. If the delivered size does not work out, the exchange is free within 14 days of delivery.
Will colours match between products?
The range is built around one muted palette - greens, camels, greys, navys, creams and blacks - so pieces from different categories are designed to sit together. Each product page lists the exact colours available for that piece.
Payment
Which payment methods can I use?
All payment methods available for your order are shown at checkout before you confirm. At checkout you can currently pay by credit or debit card (the checkout shows Visa, Mastercard and Maestro), with PayPal - including card payment through PayPal's guest checkout - and with the Shop Pay express option. The checkout is always the definitive list for your order. The amount is charged when you place the order. Details: Payment Policy.
Contact
How do I reach you?
By email at info@offen.de, by phone on +49 176 64148260, or through the contact form. Support hours are Monday to Friday, 8:00 AM to 2:00 PM GMT/BST (UK time), for both email and phone.
Business information
SoleVair - Ronny Slotosch (sole trader)
Jügesheimer Weg 32, 63500 Seligenstadt, Germany
info@offen.de
+49 176 64148260
Support hours: Monday to Friday, 8:00 AM to 2:00 PM GMT/BST (UK time), email and phone