Shipping policy

Shipping & Delivery Policy

Last updated: 11 September 2026

At Solide Online Store Ltd, we aim to process and deliver every order safely and efficiently. This Shipping & Delivery Policy explains how orders are processed and delivered through our online store.

1. Delivery Area

Solide Online Store delivers within the United Kingdom.

Delivery availability may vary depending on the customer's postcode, product availability and the delivery service available for the order.

Customers will be shown the applicable delivery options and charges during checkout where available.

2. Order Processing

Orders are processed after successful payment and confirmation.

We aim to prepare orders as promptly as reasonably possible. Processing times may vary depending on:

  • The products ordered;

  • Product availability;

  • Order volume;

  • The delivery location; and

  • Operational circumstances.

Orders containing food and grocery products may require additional handling to ensure that products are prepared appropriately for delivery.

3. Delivery Times

Delivery times provided at checkout or communicated by Solide are estimated delivery times unless a specific delivery date or time has been expressly confirmed.

Delivery may occasionally take longer due to circumstances outside our reasonable control, including courier delays, traffic, severe weather, public holidays, operational disruptions or other unforeseen circumstances.

Where we become aware of a significant delivery delay, we will endeavour to communicate this to the customer.

4. Delivery Charges

Delivery charges, where applicable, will be displayed during checkout before the customer completes the purchase.

Delivery charges may vary depending on the delivery destination, order size, delivery service and any promotional offer applicable at the time of purchase.

Where free delivery is offered, the applicable conditions will be clearly stated.

5. Accurate Delivery Information

Customers are responsible for providing complete and accurate delivery information at checkout.

This includes:

  • Full delivery address;

  • Postcode;

  • Contact telephone number where requested; and

  • Any relevant delivery instructions.

Solide cannot be held responsible for delays, failed deliveries or additional delivery costs resulting from incorrect or incomplete information supplied by the customer.

6. Receiving Your Delivery

Customers should ensure that someone is available to receive the delivery where required.

Where a customer is unavailable, the delivery provider may:

  • Attempt delivery again;

  • Leave the order in an appropriate location where permitted;

  • Leave a delivery notification; or

  • Return the order to the delivery provider or Solide.

The exact procedure may depend on the delivery provider and the circumstances of the delivery.

7. Failed Deliveries

If a delivery cannot be completed because the customer is unavailable, the address is incorrect, access cannot be obtained, or delivery instructions cannot reasonably be followed, additional delivery arrangements may be required.

Where additional delivery costs are incurred because of information or circumstances attributable to the customer, the customer may be responsible for those costs, subject to applicable law.

For perishable food products, Solide may be unable to resend or resell products that have been returned or held outside appropriate storage conditions.

8. Delayed Deliveries

We understand that delivery delays can be frustrating. While we work with delivery providers to minimise delays, we cannot guarantee that every delivery will arrive within an estimated timeframe.

If your order has not arrived within the expected delivery period, please contact us at:

info@solide.store

Please provide your order number so that we can investigate the delivery.

9. Missing Deliveries

If you believe your order has not been delivered, please contact us as soon as possible.

We may investigate the matter with the relevant delivery provider and may request additional information from the customer.

Customers should provide their:

  • Order number;

  • Name;

  • Delivery address; and

  • Any relevant delivery information or evidence.

10. Damaged Deliveries

Customers should inspect their order as soon as reasonably possible after delivery.

If an item arrives damaged, spoiled, expired or otherwise defective, please contact Solide within 7 days of purchase.

Clear and adequate photographic or video evidence may be required to assist with our investigation.

Please retain the affected product and packaging until the complaint has been reviewed.

For more information, please refer to our Refund & Returns Policy.

11. Food and Perishable Products

Food and grocery products require appropriate handling and storage.

Once an order has been delivered, customers are responsible for storing food products appropriately and following any storage instructions provided on the product packaging.

Solide cannot be responsible for deterioration caused by improper storage or handling after delivery.

12. Delivery Restrictions

Certain products or delivery destinations may be subject to restrictions.

If we are unable to fulfil an order to a particular location or deliver a particular product, we may contact the customer to arrange an alternative solution.

Where an order cannot be fulfilled and payment has already been made, an appropriate refund will be arranged where applicable.

13. Delivery Tracking

Where tracking is available, customers may receive tracking information from Solide or the relevant delivery provider.

Tracking information is provided to assist customers in following their delivery but does not guarantee a particular delivery time.

14. Public Holidays and Exceptional Circumstances

Delivery and processing times may be affected by UK public holidays, peak periods and exceptional circumstances.

During particularly busy periods, customers may experience longer processing or delivery times.

We recommend placing orders in advance where products are required for a specific occasion or date.

15. Changes to Delivery Information

If you need to change your delivery address or delivery instructions after placing an order, contact us as soon as possible at:

info@solide.store

We cannot guarantee that changes can be made after an order has been processed or dispatched.

16. Contact Us

For shipping and delivery enquiries, please contact:

Solide Online Store Ltd

Email: info@solide.store
Additional Contact Email: solideonlinestore@gmail.com

Please include your order number when contacting us about an existing order.

We will endeavour to assist with delivery enquiries as soon as reasonably possible.

17. Consumer Rights

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or replace any rights or remedies that customers may have under applicable UK consumer protection law.

Where applicable law provides a customer with a right or remedy relating to delivery, those rights will continue to apply.