Shipping Policy & Return Policy
SHIPPING POLICY
Processing Time
All orders are processed within 1–3 business days after payment confirmation.
Shipping Times
🇩🇪 Germany: 7–15 business days
🇪🇺 European Union & 🇬🇧 UK: 10–20 business days
🇨🇭 Switzerland | 🇩🇰 Denmark | 🇫🇮 Finland | 🇵🇱 Poland: 10–20 business days
🇺🇸 USA: 7–15 business days
🇨🇦 Canada: 10–20 business days
🇦🇺 Australia: 10–20 business days
🌍 Rest of World: 15–30 business days
Please note that delivery times may vary slightly due to high demand or external factors.
Shipping Costs
Shipping costs are included in our product prices — no surprise fees at checkout. What you see is what you pay.
Customs & Import Duties
Our products are shipped from international warehouses.
For orders within Germany and the European Union, VAT is included in the product price and collected at checkout (USt-IdNr.: DE453000509). No additional tax charges will apply upon delivery for EU customers.
For orders outside the European Union (USA, Canada, Australia, Rest of World), customs duties or import taxes may apply upon delivery depending on your country's regulations. These charges are the responsibility of the customer and are not included in our product prices.
Order Tracking
Once your order ships, you will receive a tracking number via email. Track your order at 17track.net.
Lost or Delayed Orders
If your order hasn't arrived within the estimated timeframe, please contact us at hello@solaynestoreeuropa.com and we'll investigate immediately.
RETURN POLICY
We offer a 30-day return policy for your complete peace of mind.
Eligibility
To be eligible for a return, your item must be in the same condition as when you received it — unused, with tags attached, and in its original packaging. You will also need your receipt or proof of purchase.
How to Initiate a Return
To start a return, please contact us at hello@solaynestoreeuropa.com. Once your return is accepted, we will send you instructions on how and where to send your package.
Approved returns should be sent to:
Solayne Store
Aktienstr. 139
45473 Mülheim an der Ruhr
Germany
Items returned without a prior return request will not be accepted.
Return Shipping Costs
We cover return shipping costs for all accepted returns — no cost to you.
Damaged or Defective Items
Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately with photos or video as proof, and we will arrange a replacement or full refund at no cost to you.
Exceptions — Items Not Eligible for Return
Certain items cannot be returned, including:
- Perishable goods (food, plants)
- Custom or personalized items
- Personal care/hygiene products
- Hazardous materials, flammable liquids or gases
- Sale items and gift vouchers
European Union — 14-Day Right of Withdrawal
In addition to our 30-day policy, EU customers have the statutory right to cancel or return their order within 14 days without giving any reason, provided the item is in its original condition with tags and packaging. Proof of purchase is required. To exercise this right, please use our EU Withdrawal Form
Refunds
Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund. If more than 15 business days have passed since approval, contact us at hello@solaynestoreeuropa.com