FAQ
Frequently Asked Questions (FAQ)
Solayne Store Europa
📦 Shipping Questions
Do you ship to my country?
Yes! We ship to all EU, EEA, UK countries and internationally. Shipping rates and delivery times are calculated at checkout based on your location.
Where do you ship from?
We ship from two warehouses depending on the product:
- 🇩🇪 EU Warehouse (Germany) — Fast delivery within Europe
- 🇨🇳 China Warehouse — Standard international delivery. Products shipped from China are clearly marked on the product page and at checkout.
How long does shipping take?
Delivery times depend on the product and your location:
- 🇩🇪 EU Warehouse (Germany) — Fast Delivery: Germany: 1–3 business days | EU/EEA: 3–7 business days
- 🇨🇳 China Warehouse — Standard Delivery: EU/EEA: 7–21 business days | International: 14–30 business days
You can check which warehouse a product ships from on the product page.
Is VAT included for China shipments?
Yes! For all shipments to EU/EEA countries, VAT is included in the product price. There are no surprise charges or customs fees upon delivery.
How much does shipping cost?
Shipping costs vary based on product weight, size, and your delivery address. To check the exact shipping cost before placing your order:
- Go to any product page
- Scroll down below the product images
- Enter your address in the shipping rate calculator
- Your exact shipping cost will be displayed before you add to cart or buy now
⚠️ Why is shipping expensive for large items?
Large and heavy items such as cat trees, whelping boxes, playpens, and pet strollers require special oversize shipping due to their size and weight. This results in higher shipping costs. We always recommend checking the shipping calculator on the product page before ordering so there are no surprises at checkout.
Will I receive a tracking number?
Yes! Once your order is dispatched, you will receive a tracking number by email. You can use this to track your delivery in real time. All orders — including those shipped from China — include tracking.
Can I combine multiple products in one order?
Absolutely! Simply add all the products you want to your cart. The system will automatically calculate the combined subtotal and shipping cost for your entire order at checkout.
🔄 Returns & Refunds
What is your return policy?
We offer free returns within 30 days of delivery. Items must be unused, in original condition, and in original packaging.
How do I return an item?
Contact us at info@solaynestoreeuropa.com or hello@solaynestoreeuropa.com with your order number and reason for return. We will send you return instructions within 2 business days.
When will I receive my refund?
Refunds are processed within 7–14 business days after we receive and inspect the returned item. The refund will be issued to your original payment method.
Do I have the right to withdraw from my order? (EU customers)
Yes! Under EU law (Directive 2011/83/EU), you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. Please visit our Shipping & Returns Policy page for full details or download the EU Model Withdrawal Form.
💳 Orders & Payments
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex), PayPal, and other secure payment methods available at checkout.
Can I change or cancel my order?
Please contact us as soon as possible at info@solaynestoreeuropa.com if you need to change or cancel your order. Once an order has been dispatched, we are unable to cancel it.
Is my payment secure?
Yes! All payments are processed securely through Shopify Payments with SSL encryption. We never store your payment details.
🐾 Products
Are your products suitable for all pets?
Our products are specifically designed for cats and dogs. Each product page includes detailed specifications, dimensions, and suitability information to help you choose the right product for your pet.
Do you offer products shipped from within the EU?
Yes! Many of our products are stocked in our EU warehouse in Germany, offering fast 1–7 business day delivery across Europe with no customs issues.
📧 Contact Us
Can't find the answer you're looking for? We're happy to help!
📧 info@solaynestoreeuropa.com
hello@solaynestoreeuropa.com
📞 +49 176 84256266
🌐 solaynestoreeuropa.com
Solayne Store Europa — Aktienstr. 139, 45473 Mülheim an der Ruhr, Germany
