Shipping policy
This shipping policy explains delivery costs, the delivery area, processing and delivery times, the order cut-off and what happens if a parcel is delayed, lost or damaged. It applies to every order placed in the SoleVair online shop.
1. Shipping costs
Shipping is free on every order - there is no minimum order value and no shipping charge is added at checkout. Every parcel is insured and sent with tracking at no extra cost. Prices shown in the United Kingdom market are in British Pounds (GBP) and include applicable taxes.
2. Delivery area
This shipping policy and its delivery promises apply to deliveries within the United Kingdom. If the checkout accepts another destination country, delivery to that country is possible, but the delivery times stated here are calculated for UK deliveries and may differ elsewhere.
3. Processing time
Your order is processed and handed to the carrier within 1-2 business days (Monday to Friday). Orders are not processed on Saturdays, Sundays or public holidays.
4. Order cut-off
Orders placed on a working day (Monday to Friday) by 1:00 PM GMT/BST (UK time) enter processing the same working day. Orders placed after 1:00 PM GMT/BST (UK time), or on Saturdays, Sundays or public holidays, enter processing on the next working day.
5. Dispatch confirmation and tracking
As soon as your parcel is handed to the carrier, you receive a dispatch confirmation by email containing your personal tracking link. If the email does not appear, please check your spam folder first - and see Track Your Order for the full tracking process. If you still cannot find it, contact us and we will send the link directly.
6. Delivery time (transit)
From handover to the carrier, delivery takes 5-8 business days (Monday to Saturday). Delivery is made to the delivery address you provide at checkout.
7. Total delivery time
From the processing time (1-2 business days, Monday to Friday) and the delivery time (5-8 business days, Monday to Saturday), the total time from order to delivery is 6-10 business days.
Example: if you order on a Monday before 1:00 PM GMT/BST (UK time), your order is handed to the carrier by Tuesday or Wednesday (1-2 business days of processing). Delivery is then expected between Monday and Friday of the following week (5-8 business days of transit, Monday to Saturday).
8. Delays
In rare cases - for example during carrier disruptions or public holidays - delivery can take longer than stated. Tracking can also pause for a day or two while a parcel moves between carrier hubs; this does not usually mean anything is wrong. If your parcel clearly exceeds the total delivery time of 10 business days, contact us at info@offen.de and we will investigate with the carrier straight away.
9. Lost or damaged parcels
Every parcel is insured. If your parcel is lost in transit, or arrives damaged, contact us at info@offen.de with your order number - and, for damage, a photo of the parcel and the affected item. We will arrange a replacement or a full refund and handle the carrier claim ourselves; you will not be left to chase the carrier.
10. Wrong delivery address
If you notice an error in your delivery address after ordering, contact us immediately. As long as the order has not been handed to the carrier we can usually still correct the address. After handover, a correction is no longer possible in most cases; if a parcel is returned to us because of an incorrect address, we will contact you to arrange the next steps.
Related policies
Refund policy · Payment Policy · Track Your Order · Terms of service
Contact
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