Shipping policy

Last updated: 1 September 2026

This policy explains how long your order takes, what it costs, where it ships from and what happens when something goes wrong along the way. It forms part of our Terms & Conditions.

At a glance

	Standard shipping
Cost	Free on every order, no minimum spend
Where we deliver	Australia only
Processing time	1 to 3 business days
Delivery time	7 to 12 business days after dispatch
Tracking	Included, sent by email at dispatch
Customs charges	Normally none, and anything the border does charge is covered by us

Processing and delivery times are estimates, not guarantees. A business day means a day other than a Saturday, Sunday or public holiday in the Australian State or Territory your order is being delivered to.

Free shipping

Standard shipping is free on every order to an Australian address. There is no minimum spend, no threshold to reach and no handling fee added at checkout.

If we ever offer an express or priority service, the option and its price will be shown at checkout before you pay.

Where we deliver

We deliver to addresses in Australia, including regional and remote areas. We do not currently deliver outside Australia.

We can deliver to residential addresses, business addresses and parcel lockers. We cannot deliver to PO boxes for every carrier, so if you use a PO box and the carrier cannot deliver there, we will contact you for an alternative address.

Where your order ships from

Your order is prepared at our overseas fulfilment centre and travels to Australia, where an Australian carrier or a local delivery partner completes the final part of the journey.

This is why our delivery window is 7 to 12 business days. Please allow the full window before getting in touch, and contact us at support@sollaine.com if it passes.

Processing time

We aim to process and dispatch orders within 1 to 3 business days of your payment being authorised.

Orders placed on a weekend or a public holiday are processed on the next business day. During sale periods and around public holidays processing can take a little longer, and we will say so on our website when that is the case.

Delivery time

Once dispatched, orders usually arrive within 7 to 12 business days. Regional and remote addresses can take a few days longer.

Delivery can be affected by circumstances outside our reasonable control, including carrier delays, customs inspections, public holidays, severe weather, incorrect address information and local service disruptions.

If you are ordering for a specific date, please allow extra time. We cannot guarantee a delivery date unless we have expressly agreed one with you in writing.

Tracking

When your order is dispatched you will receive a shipping confirmation email with a tracking number or link.

Tracking can take a few days to become active after a parcel is handed to the carrier, and scans can pause for several days while a parcel is in transit or being transferred between carriers. This is normal and does not usually mean the parcel is lost.

Please monitor your tracking and arrange collection or redelivery when the carrier asks you to. If the tracking has not moved at all for 10 business days, email us at support@sollaine.com and we will chase it with the carrier.

One parcel per order

Everything you order is packed and sent together, so your order arrives as a single parcel with a single tracking number.

In the rare case that we do need to send an order in more than one parcel, we will tell you, you will receive a tracking number for each, and it costs you nothing extra. If part of your order has arrived and the rest has not turned up within a week, contact us and we will look into it.

If your address is wrong

Please check your delivery address carefully at checkout. If you spot a mistake, email support@sollaine.com straight away with your order number and the correct address. We can usually still fix it before dispatch.

If you pay with PayPal, the address we receive is the delivery address held in your PayPal account, so please check that it is the one you want before you approve the payment.

Once an order has been dispatched we cannot change the address. If the parcel comes back to us because of an address error, the section below applies.

If your parcel is returned to sender

A parcel can be returned to the sender when the address was incomplete or incorrect, when delivery was refused, or when it was not collected within the carrier's holding period.

Where that happens we will contact you, and you can choose a full refund or ask us to send the order again.

We resend at our own cost where the parcel came back for a reason that was not your doing, for example where we or the carrier made a mistake with the address, where the carrier did not attempt delivery, or where you were never told a parcel was waiting for collection.

We ask you to cover the actual cost of resending only where the parcel came back because the delivery address you gave us was incomplete or incorrect, or because you did not collect it after the carrier told you it was waiting. We quote that actual cost first and add no margin or handling fee. If you would rather not pay it, the full refund stays available to you. Nothing here affects your rights under the Australian Consumer Law.

Where a parcel is disposed of by the carrier and cannot be recovered, we will work with you to find a fair outcome.

If tracking says delivered but you have not received it

First, please check around your property, with anyone else at the address, and with your neighbours, and check whether the carrier left a card or delivered to a nearby collection point. Parcels marked as delivered often turn up within a day or two.

If it does not turn up within three business days, contact us at support@sollaine.com with your order number. We will open an enquiry with the carrier.

Your order is our responsibility until it is delivered to you. If a parcel is lost in transit and cannot be located, you choose whether we send a replacement or refund you in full, and we will action your choice within 5 business days.

This does not apply where a parcel was delivered to an address you supplied incorrectly, or was forwarded on by a mail-forwarding service.

If your parcel is late

Contact us if your order has not arrived within 20 business days of dispatch. We will investigate with the carrier and keep you updated.

If we cannot fulfil your order within a reasonable period, you can ask us to cancel it and we will refund the products that were not delivered.

Customs, duties and GST

The price you pay at checkout is the price of your order. Goods arriving in Australia with a customs value of A$1,000 or less are not charged duty or GST at the border, and almost every Sollaine order falls into that category, so normally there is nothing to pay on delivery. Because your order travels as a single consignment, it is the total value of that consignment that counts at the border.

Where import GST, customs duty or a processing charge is nevertheless payable at the Australian border on an order placed with us, Sollaine covers it. You will not be asked to pay it as a condition of receiving your parcel. If a carrier or the border authority does collect such a charge from you, email the receipt to support@sollaine.com and we will reimburse you.

Sollaine is not currently registered for Australian GST, because our Australian GST turnover is below the registration threshold. We therefore do not add Australian GST at checkout and do not issue Australian tax invoices showing GST. We monitor our registration obligations and will update our website and policies if this changes.

Changing or cancelling an order

You can change or cancel your order at any time before it has been packed for dispatch. Email support@sollaine.com with your order number as soon as you can and we will tell you straight away whether it is still possible.

Once an order has been packed or dispatched it can no longer be changed or cancelled, and our Return & Refund Policy applies instead.

Damaged, faulty, wrong or missing items

If your order arrives damaged, contains the wrong item or is faulty, our Return & Refund Policy explains what to do and what you are entitled to. There is no fixed deadline for reporting a fault. Contact us whenever the problem appears.