Shipping, Exchange, Refund & Return Policy
Shipping/Postage Policy
All items are freshly made and carefully packed by The Solid Bar Company Team immediately prior to shipping from Faringdon, Oxfordshire. 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 postal system.
For now, and until customer feedback determines otherwise, we will remain solely with the Royal Mail. As such we aim to normally have all orders prepared, packed and shipped within 2-3 working days of receipt of the order.
However, please note that we cannot ship items on Bank/Public Holidays but will action them within our normal shipping criteria, as above, asap afterwards!
Customers should note that we offer different options for shipping your orders - you choose at check out:
UK Shipping:
- 1. If you live locally near Faringdon, Oxfordshire you an choose to collect from our drop off point in the town centre
- 2. Within the UK the first is a standard Royal Mail rate post and this does not include tracking - this is classed as Royal Mail second class postal service.
- 3. There is the option for to select First Class postal service.
- 4. The standard domestic shipping is charged at just £2.99 for orders up to £35 - from £35 upwards all domestic orders are shipped free of charge.
- 5. If your needs are urgent and/or you require a faster alternative shipping method please contact us by email and we will advise if this is possible.
International Shipping:
- 1. International orders are sent by Royal Mail International Standard Rate service - this is not tracked.
- 2. The second international option is slightly more expensive but has guaranteed tracking for your order and the package must be signed for to confirm delivery.
- 3. 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 (these are the Royal Mail's postage terms!).
Where Do We Ship to?
Currently we offer domestic shipping throughout the United Kingdom (including England, Scotland, Wales and Northern Ireland)
Additionally we offer international shipping to Australia, Austria, Belgium, Canada, Cyprus, Denmark, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hong Kong, Ireland, Isle of Man, Italy, Luxembourg, Malaysia, Monaco, Netherlands, New Zealand, Norway, Portugal. Spain, Sweden, Switzerland, the Middle East, the Far East and United States - so pretty much everywhere - if you're not on the list just drop us an email and we'll get right back to you with a solution!
If you live in any other country not listed above and wish to purchase our products then please just ask and we will advise of the appropriate shipping rates by return.
Customs and other Border Charges
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. Unfortunately, neither can we 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 endeavour 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. You must notify us of any defect or damage within 14 days of purchase; we will inspect the returned item and then proceed with a replacement or refund as warranted. Please also note that the product must be completely unused untouched and untampered with and in the original package.
If 14 days have gone by since your order was shipped, unfortunately we cannot offer you a refund, credit note or product exchange. 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.
Gifts
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.
Shipping Returns
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.
Please note that our return policy only lasts 14 days AND the product must be completely unused untouched and untampered with and in the original package. If 14 days have gone by since your order was shipped, unfortunately we cannot offer you a refund, credit note or product exchange.
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 other retail store, in such circumstances you must comply with that specific store's return policy.
Remember, We Cannot Accept Returns Without Prior Authorization.