Shipping & Returns Policy

At SOLEM, we are committed to providing the highest quality products and a seamless shopping experience.

Our policies are designed to ensure your Australian-designed light arrives safely and that you are fully satisfied with your purchase.

Domestic Shipping (Australia)

1. Order Processing & Dispatch

  • Handling Time: Orders for in-stock items are typically processed and dispatched from our Melbourne workshop within 2-4 business days.

  • Made-to-Order Items: Products that are made-to-order (e.g., custom finishes, specific wiring) will have an estimated lead time clearly specified on the product page.

  • Tracking: You will receive a shipment confirmation email containing your tracking number once your order has been dispatched.

Note on Fragility: Given the delicate nature of our lighting, all shipments are fully insured and sent via trusted carriers with Signature on Delivery required. We do not offer Authority to Leave (ATL).

2. Damaged or Lost Items

SOLEM is responsible for the goods until they are delivered to you.

  • Damage in Transit: If your order arrives damaged, please notify us immediately (within 48 hours of delivery) by emailing us at [Your Email Address] with your order number and clear photographic evidence of the damaged packaging and product. We will arrange a free replacement or a full refund under our transit insurance.

  • Lost in Transit: If an item is confirmed lost by our carrier, we will immediately process and ship a replacement unit at no extra cost.

Returns & Exchanges (Australian Orders)

1. Australian Consumer Law (ACL) Guarantees

Under Australian Consumer Law, you are entitled to a refund, repair, or replacement if a product fails to meet a consumer guarantee (e.g., if the product is faulty, unsafe, significantly different from the description, or does not do what it is supposed to).

  • Major Fault: You can choose a refund or replacement.

  • Minor Fault: We will choose to repair the item for free within a reasonable time, or offer a replacement or refund.

  • Return Costs (Faulty): If the item is confirmed to have a fault covered by the ACL, we will cover the reasonable cost of return shipping.

2. Change of Mind Returns

We understand that selecting lighting is an important decision. As a gesture of goodwill, we offer a voluntary Change of Mind return policy under the following strict conditions:

  • Timeframe: You must notify us within 14 calendar days of receiving your order.

  • Condition: The product must be returned unused, unassembled, and in its original, undamaged packaging, in as-new, saleable condition.

  • Exclusions: This policy excludes made-to-order or custom-finished products (which are clearly marked as such on the product page).

  • Fees & Costs:

    • The customer is responsible for all return shipping costs.

    • A 15% re-stocking fee will be deducted from your refund to cover handling and repackaging costs associated with high-value goods.

    • The original shipping costs paid are non-refundable.

International Shipping

SOLEM offers worldwide shipping to select countries.

1. International Processing & Insurance

  • Processing: Standard handling times apply (2–4 business days for in-stock items).

  • Carrier: We use Express International Courier services only (e.g., DHL, FedEx) with full insurance and tracking to ensure secure delivery of high-value, fragile items.

  • Shipping Rates & Delivery Times: These are calculated at checkout based on the destination and item weight. Estimated delivery is typically 5–15 business days but can vary due to customs clearance.

2. Customs Duties, Taxes, and Fees

  • Responsibility: The customer (recipient) is solely responsible for all customs duties, import taxes, brokerage fees, and any other charges levied by the destination country. These fees are not included in your product or shipping cost and are determined by your local customs office.

  • Refusal of Delivery: If an international order is refused upon delivery due to the refusal to pay duties and taxes, the cost of original shipping, return shipping, and any accrued customs charges will be deducted from your refund.

3. International Returns (Exchanges/Change of Mind)

  • We do not accept returns or exchanges for Change of Mind on international orders.

  • For international orders that arrive damaged or faulty, please follow the Damaged or Lost Items process above. We will work with you to provide a replacement or refund covered by the ACL.

Customer Service & Further Enquiries

For any questions regarding our products, shipping timelines, returns process, or technical assistance, please do not hesitate to contact our customer service team.

We are committed to providing prompt and clear support for all your SOLEM enquiries.

  • Email: hello@solem.design