FAQs
What size do I order?
All items are true to size unless specified otherwise in the products description. Please refer to the 'size chart' on products for more specific measurements.
When will you restock a specific item?
Please sign up to the back in stock alerts on the sold out product to be emailed once an item is back in stock. If you have a particular item you are after please email hello@soll.com.au for an updated ETA.
Do you offer discounts?
Keep up to date with any current promotions by signing up to our newsletter or keeping an eye out on our social media channels. (If you sign up to our newsletter you will receive 10% off your first order too!)
What payment methods do you accept?
We do offer Afterpay and Paypal. We also accept VISA, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay.
Something is wrong with my order
If you receive the wrong item or something is missing from your order then send us an email to hello@soll.com.au and we will endeavor to sort it out for you as soon as possible.
I want to change or cancel my order
Get in touch with us via email hello@soll.com.au as soon as possible to ensure we can action this before it is sent out. If you order has already been dispatched we will be unable to intercept it.
Please note if you wish to cancel your order after it has been placed you will incur a $10 cancellation fee.
How do I contact Soll?
If you have any questions, suggestions or feedback please feel free to get in touch via our contact page here or email direct to hello@soll.com.au
Where do I sign up to the mailing list?
Click here to sign up! to sign up!
Shipping & Returns FAQs
When can I expect to receive my order?
1-5 business days processing time + your selected shipping time.
Please keep in mind we are a small team. If you place an order during our sale period, it can possibly take up to 2-3 working weeks to be processed and despatched + further shipping time.
For more information, please find our shipping and processing information here.
How do I track my order?
Once dispatched you will receive your tracking number via email. If you are having any trouble with tracking please email us hello@soll.com.au.
Do you offer exchanges?
At this point being a small business, we only offer exchanges or store credits if the item is damaged or faulty. All enquiries regarding exchanges need to be emailed to hello@soll.com.au.
Sale items are final sale and are not able to be returned for an exchange or store credit unless approved as faulty.
How can I return my items?
All enquiries regarding returns or exchanges need to be emailed to hello@soll.com.au. Items sent back to us without first requesting a return will not be accepted.
All custom backpack orders are excluded from refunds or exchanges unless faulty.
Sale items are final sale and are not able to be returned for an exchange or refund.
Do you offer pick-up?
Yes! We now offer pick-up from our new location, 2/4 Naxos way, Keysborough, Victoria, Australia.
Backpack FAQ
What is the turnaround for personalisation?
Please allow 1-3 weeks for embroidery plus shipping times.
How big is the small vs the large size?
Our small size is 32cm x 25cm and our large size is 40cm x 31.5cm.
How much are the personalised backpacks?
Our small size is $49.95 and the large size is $69.95 embroidery is an additional $22 for either size.
What are the colour options for embroidery?
We have the following thread colours: black, white, blue, blush, camel, cream, forest, lilac, pink, dark purple, mint, dark blue, dark mustard, seafoam and light blush.
Anything else?
If you have any other questions or feedback please get in touch via our contact us page or email direct to hello@soll.com.au