Shipping policy
Processing times
In-stock items are usually dispatched within 48 hours, Monday to Friday during business hours. This does not include backpacks or pre-order items.
During sale and launch periods, please allow up to 2 to 3 working weeks for your order to be processed and dispatched, plus shipping time.
Pre-order items
Pre-orders run in two-week windows and ship within 4 to 6 weeks of closing. The closing date and shipping window for each piece are shown on its product page. Dispatch dates are estimates and may change due to circumstances outside our control.
If you order in-stock items with pre-order items, the whole order ships together once your pre-order pieces arrive, so your in-stock items may take longer.
Custom backpacks
Please allow around 8 weeks for embroidery and shipping on custom backpacks. If ordered with other items, everything ships together once the backpack is ready.
Changes to custom embroidery must be requested on the same business day the order is placed. Changes after this cannot be actioned.
Australia wide shipping
$12 Standard: 3 to 6 working days after dispatch
$15 Standard PO Box and Parcel Locker: 3 to 6 working days after dispatch
$30 Express: 1 to 5 working days after dispatch
$100 Wholesale: 2 to 8 working days after dispatch
Pick up: 1 to 3 working days
International shipping
$25 Standard: 6 to 10 business days plus processing time
$150 Wholesale: 6 to 10 working days plus processing time
International customers are responsible for all import duties, customs and local taxes charged by their country. We are unable to advise what these fees might be, so we recommend contacting your country's customs office for charges and rates.
Once your order is dispatched
Once parcels are dispatched, we are no longer responsible for any transit issues. Shipping insurance can be selected at checkout. For shipping queries once dispatched, please contact Australia Post.
If you still need help, email us at hello@soll.com.au.
Returns and exchanges
All return or exchange requests must be emailed to hello@soll.com.au first. Items sent back without a request will not be accepted.
Custom backpack orders are excluded from refunds and exchanges unless faulty. Sale items are final sale.
As a small business, we only offer exchanges or refunds on damaged or faulty items. Please email us within 7 days of receiving your order. Custom backpacks have a 6-month warranty for faults.
Cancellations
Cancelling an order after it has been placed incurs a $10 cancellation fee. Please email hello@soll.com.au as soon as possible. Orders that have already been dispatched cannot be intercepted.