SHIPPING & DELIVERY POLICY
SHIPPING & DELIVERY POLICY
Last updated: 31 August 2026
At SOLLA, we aim to make your shopping experience as simple and reliable as possible. This Shipping & Delivery Policy explains how we process, dispatch and deliver your orders.
1. ORDER PROCESSING
Orders are generally processed within 1–3 business days after payment has been successfully received.
Orders are not normally processed or dispatched on weekends or Australian public holidays.
During busy periods, promotional events or product launches, processing times may be slightly longer.
Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.
2. DELIVERY TIMES
Delivery times depend on your location and the shipping method selected at checkout.
Estimated delivery timeframes are:
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Australia: approximately 3–10 business days
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International: approximately 7–20 business days
These timeframes are estimates only and are not guaranteed.
Delivery may take longer during peak periods, public holidays, severe weather, courier delays or other circumstances outside our reasonable control.
3. SHIPPING COSTS
Shipping costs are calculated and displayed at checkout based on your delivery address, order size and the available shipping method.
If we are offering a free shipping promotion, the applicable conditions will be displayed on our website or at checkout.
4. TRACKING YOUR ORDER
Where tracking is available, you will receive a tracking number by email once your order has been dispatched.
Please allow some time for tracking information to become active after your order has been handed to the carrier.
You can use the tracking information provided to monitor the progress of your delivery.
5. DELIVERY ADDRESS
Please make sure that your delivery address is correct and complete before placing your order.
SOLLA is not responsible for delays or additional costs resulting from an incorrect or incomplete delivery address provided by the customer.
If you notice an error in your delivery address after placing your order, please contact us as soon as possible at:
We will do our best to assist, but we cannot guarantee that the address can be changed once an order has been processed or dispatched.
6. DELIVERIES THAT ARE DELAYED
Although we work with delivery providers to ensure orders arrive within the estimated timeframe, delays can occasionally occur.
Delays may be caused by:
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Courier or postal service disruptions;
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Severe weather;
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Public holidays;
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High shipping volumes;
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Customs processing;
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Incorrect delivery information; or
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Other circumstances outside our reasonable control.
If your order is delayed beyond the expected delivery timeframe, please contact us at sav@solla.com so that we can assist you.
7. LOST OR MISSING ORDERS
If your tracking information indicates that your order has been delivered but you cannot locate it, please:
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Check around your property and any safe delivery locations;
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Check with household members or neighbours; and
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Contact the relevant delivery provider using the tracking information.
If you are still unable to locate your order, please contact SOLLA at sav@solla.com and provide your order number.
We will make reasonable efforts to assist with locating the shipment.
8. DAMAGED ORDERS
If your order arrives damaged, please contact us as soon as possible.
Please provide:
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Your order number;
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A description of the damage; and
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Clear photographs of the packaging and damaged product.
We will assess the issue and work with you to determine the appropriate solution.
Where a product is faulty or damaged in a way that gives rise to a remedy under Australian Consumer Law, your rights will not be affected by this policy.
9. INTERNATIONAL SHIPPING
Where international shipping is available, customers are responsible for providing accurate delivery information.
International orders may be subject to customs duties, import taxes, fees or other charges imposed by the destination country.
Any such charges are generally the responsibility of the customer unless otherwise stated at checkout.
SOLLA cannot guarantee the delivery timeframe for international orders, as customs clearance and local postal services may cause delays.
10. CUSTOMS AND IMPORT DUTIES
For international orders, the destination country may impose customs duties, taxes or other import charges.
These charges are determined by the relevant authorities and are outside SOLLA's control.
Customers are responsible for complying with the import regulations applicable in their country.
11. FAILED DELIVERY
If a delivery cannot be completed because the customer provided an incorrect address, failed to collect the parcel or otherwise prevented delivery, additional shipping costs may apply if the parcel needs to be re-sent.
If the parcel is returned to SOLLA, please contact us at sav@solla.com to arrange the next steps.
12. SHIPPING RESTRICTIONS
Certain products or destinations may be subject to shipping restrictions.
If we are unable to ship your order to the address provided, we will contact you and, where appropriate, arrange a refund for the affected order.
13. CHANGES TO AN ORDER
If you need to make a change to your order, please contact us as soon as possible at:
We cannot guarantee that changes can be made after an order has entered processing or has already been dispatched.
14. AUSTRALIAN CONSUMER LAW
Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law (ACL).
Where a product is lost, damaged or otherwise fails to meet applicable consumer guarantees, you may have rights and remedies under Australian law.
15. CONTACT US
If you have any questions regarding shipping or delivery, please contact our customer support team:
SOLLA Customer Support
Email: sav@solla.com