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FAQ's

Returns and Exchanges

How long does it take to process a return?

Depending on your Location it may take up to 21 working days.

What if I change of mind my mind and want a refund?

We do not refund or accept returns for change of mind. All sales are final. If you do however wish to exchange your item for another item or colour you may.  However the cost of shipping to and from will be at your own expense. During the time of Corona Virus we will be much more strict on these guidelines. See below.


Can I exchange for different sizes or colours?

Yes, only if your item is clearly unused, in the same condition you received it in and is in original packaging. Please note - the cost of posting the original item back to us and then posting the new one out will be at the expense of the customer. If the exchanging item is of less or higher value you will be charged accordingly upon the exchange transaction.

What is SoL's Warranty policy?

if you experience a factory fault within the first 14 days, from date of purchase you can connect to us over email to request for a replacement. A factory fault can be defined by a visible impairment on the glass which causes the product to leak or break out of your own control, and has not faced any knocks, falls or bumps. You will be required to supply photographic evidence of the case for any action to be taken. 

 

Shipping and Delivery

How much does shipping cost?

This can be calculated during your check out experience and is all relevant to your location and post code.

How long does it take for my order to come?

Depending on your location it may take anywhere between 2-7 working days.

Oops I have put the wrong shipping address?

That’s okay! Please email us directly as soon as you can with your customer order number and if your items are not sent out yet, we can update it in the system. We pride ourselves in customer experience, so please always get in touch. 

Can I track my order?

Yes, you will receive an automatic email with your tracking information once you complete the order. If you do not receive this email, please email us and we can happily provide this information for you.

Can I change, cancel, my order after it has been processed?

If your order has not been shipped out from our warehouse, yes you can. If your order has been shipped you will need to wait for it to be delivered, and follow the relevant steps to have the item exchanged. However please keep in mind we do not refund orders based on change of mind as per the above.

 

Product Questions

Can my SoL break?

Yes our products are all hand blown glass, which means they are breakable. SoL is made by humans and not machines, it is in fact a higher quality production process and therefore more durable but that doesn’t mean they don’t break - Glass is Glass!

Is my cup recyclable?

Absolutely - it is however important to contact your local council for the correct way to recycle. 

Can I put my SoL Cup in the dishwasher or microwave?

Absolutely! All of our cups are designed to be dishwasher and microwave safe however our SoL bottle is not. All of our bottles come with a handy cleaning brush which makes cleaning of them a breeze.

What’s the silicone? How can I clean it?

Our silicon is 100% food grade and BPA free plant based material. Clean it with warm, soapy water, scrub it well. It is also dishwasher safe.

Can I put more than coffee in my cup?

Of course SoL Mate! Hot, cold, warm, freezing! Our cups can hold your acai smoothie, celery juice, soy mocha frappuccino! Whatever tickles your fancy.

Where can I buy my cup instore?

We have an amazing range of stockists. Contact us to find your closest

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