All items are freshly made and carefully packed by The Solid Bar Company Team immediately prior to shipping. In the past we have used two of the 'major private carrier' companies but our experience with them proved that their 'hub and spoke' systems have neither proved cost effective nor timely for our customers and ourselves and so we have reverted to using the the Royal Mail.
So for now, and until customer feedback determines otherwise we will remain solely with the Royal Mail. As such we aim to have all orders prepared, packed and shipped within 2-3 working days of receipt or the order.
Customers should note that we offer two options for shipping your orders. The first is a standard Royal Mail rate and this does not include tracking. The second option is slightly more expensive but has guaranteed tracking for your order and the package must be signed for to confirm delivery. International Tracked & Signed items are tracked in the UK and overseas. You can view progress of your item online right through to delivery.
Please also note that if your package is lost/damaged or undelivered then we will replace/refund, as is your choice, only if you have chosen the tracked shipping option at checkout.
If you have not chosen the tracked shipping option, but opted for the non-tracked shipping option, we are limited to a maximum refund or exchange value of GBP 20.
Customs and other Border Charges
Unfortunately on occasion we are aware that certain country's border and customs officials can delay shipments from the UK and may also levy additional importation charges on shipped items.
We have no control over this practice and must advise that any and all such charges remain the responsibility of the importing party i.e. the customer.
We can not intervene in this process in anyway to either influence the charges being waived or to expedite their process time.
Refunds - if applicable
Our policy lasts 14 days. If 14 days have gone by since your order was shipped, unfortunately we cannot offer you a refund, credit note or product exchange.
In the rare event that you may be dissatisfied with any of our products, or in any other circumstances, please contact us in the first instance, quoting your order reference number, with your concerns by email or call us on +44 7540 091353, and we will endeavor to resolve matters to a mutually satisfactory conclusion.
Please note that our sales and customer service hours are Mon to Fri: 9-5 UTC and Sat to Sun: Closed.
If we consider that the circumstances warrant refund pursuance, and to ensure that you are eligible for the refund process, the returned items need to be unused and returned in the original packaging.
Refunds procedure - if applicable
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and also notify you of the approval or rejection of your refund. If you receive a refund, the cost of our shipping will be deducted from your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment; this is normally processed within 30 days.
Late or missing refunds - if applicable
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us by email.
Sale items - if applicable
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges - if applicable
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email and await our response before sending your item. At that time we will advise of the full return address.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, send us an email outlining the full circumstances of your return request and await our response before sending your item. At that time we will advise of the full appropriate address that accepts returns.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of our shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over GBP50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Our apologies, but we (The Solid Bar Company web direct) cannot accept returns of items that have been purchased through any retail store, in such circumstances you must comply with that specific store's return policy.
Remember, We Cannot Accept Returns Without Prior Authorization.