Shipping policy
SHIPPING POLICY
Last updated: 17 July 2026
MADE-TO-ORDER PRODUCTS
All Solawen products are made to order by specialist fulfilment partners after your purchase is confirmed.
Products may be produced and dispatched from different fulfilment locations depending on the item ordered and the customer’s delivery address.
An order containing different product types may arrive in separate parcels.
PROCESSING TIME BEFORE DISPATCH
Prints and merchandise: typically 2–5 business days.
Framed and large-format products: typically 5–10 business days.
Processing times are estimates unless we have expressly agreed a guaranteed date with you.
During busy periods, public holidays or exceptional circumstances, production may take longer. We will contact you if we become aware of a material delay.
SHIPPING CONFIRMATION AND TRACKING
When an item is dispatched, we will send a shipping confirmation to the email address used for the order.
Tracking information will be included where tracked delivery is available.
Tracking may take a short time to update after a parcel has been handed to the carrier.
SHIPPING RATES
Shipping charges are displayed and calculated at checkout.
Standard tracked delivery is used where available.
The final shipping charge depends on the products ordered, delivery destination and fulfilment location.
ESTIMATED DELIVERY AFTER DISPATCH
United Kingdom: 2–5 business days.
European Union: 3–7 business days.
United States: 3–7 business days.
Rest of world: 7–14 business days, although delivery times may vary by destination.
These estimates begin after the order has been produced and dispatched.
They are carrier estimates and are not guaranteed delivery dates.
Public holidays, severe weather, customs processing, border controls, carrier disruption, remote delivery locations and other events outside our reasonable control may extend delivery times.
DELIVERY WITHIN THE AGREED PERIOD
We will deliver your order within the delivery period required by applicable consumer law or within any different delivery period expressly agreed with you.
Where no different delivery period has been agreed, UK and EU consumer orders will normally be delivered no later than 30 days after the order is placed.
If we become aware that delivery is likely to be materially delayed, we will contact you where reasonably possible.
If an order is not delivered within the agreed or legally required period, you may have the right to set an additional reasonable delivery deadline, cancel the order or receive another remedy under applicable consumer law.
SPLIT SHIPMENTS
Orders containing different products may be produced in different locations and delivered in separate parcels.
You will not be charged additional shipping merely because we divide an order into separate shipments.
Where available, separate tracking information will be issued for each parcel.
CUSTOMS, IMPORT DUTIES AND LOCAL TAXES
Orders delivered internationally may be subject to import VAT, customs duties, handling charges or other taxes imposed by the destination country.
Unless these charges are shown as included at checkout, they are normally collected by the local customs authority, postal service or carrier and are the customer’s responsibility.
Customs rules and thresholds vary between countries. Customers should check the rules applying in their destination before ordering.
Solawen does not control customs assessments or delays and cannot guarantee the amount of any charge.
Nothing in this section removes any responsibility that Solawen has under applicable tax, customs or consumer law.
ADDRESS CHANGES
Please check your delivery address carefully before placing your order.
If you notice an error or omission, contact us immediately at:
We will try to correct the address before production or dispatch, but changes cannot be guaranteed once fulfilment has begun.
Do not rely solely on changing an address in your customer account after an order has been placed, as this may not update an order already being processed.
INCORRECT OR INCOMPLETE ADDRESSES
Customers are responsible for supplying a complete and accurate delivery address.
If a parcel cannot be delivered because the address supplied by the customer was incorrect, incomplete or inaccessible, additional production, return or reshipping charges may apply.
We will explain any applicable charges before arranging another shipment.
Nothing in this section limits your rights where the address error was caused by Solawen, a fulfilment partner or the carrier.
UNCLAIMED AND RETURNED-TO-SENDER PARCELS
If a parcel is returned because it was unclaimed, refused without a legal basis, or could not be delivered for reasons attributable to the customer, please contact us.
We will review the circumstances and explain the available options.
Additional return, production or reshipping costs may apply where permitted by law.
A returned parcel will not automatically be resent until the delivery details and any applicable costs have been confirmed.
DELIVERY TO A SAFE PLACE OR NOMINATED PERSON
Where you instruct the carrier to leave a parcel in a nominated safe place, with a neighbour or with another person, delivery may be treated as completed when the parcel is delivered in accordance with those instructions.
This does not apply where the carrier leaves a parcel without your authority or fails to follow your instructions.
MARKED DELIVERED BUT NOT RECEIVED
If tracking shows that a parcel has been delivered but you cannot locate it, please first:
• check with other members of your household;
• inspect any nominated safe place;
• ask immediate neighbours;
• contact the local delivery office or carrier.
If the parcel is still missing, contact us as soon as possible at:
Please include your order number and tracking details.
We will investigate the matter with the fulfilment partner and carrier.
Please report the issue within 7 days of the delivery scan wherever possible, as this helps us begin the carrier investigation promptly.
This requested reporting period does not reduce any statutory rights you may have.
Where an investigation confirms loss or misdelivery, we will arrange an appropriate replacement or refund.
DELAYED OR LOST PARCELS
If tracking has stopped updating or your order has not arrived within the expected delivery period, please contact us.
A parcel that is delayed is not automatically considered lost. International shipments may be delayed by customs or local carriers.
We will investigate with the fulfilment partner and carrier and keep you informed where reasonably possible.
Please report a potentially lost parcel within 30 days of the estimated delivery date wherever possible, so that a carrier claim can be submitted promptly.
This requested reporting period does not reduce your statutory rights.
If a parcel is confirmed as lost, we will arrange an appropriate replacement or refund.
DAMAGED, DEFECTIVE, MISPRINTED OR INCORRECT ITEMS
Please inspect your order as soon as reasonably possible after delivery.
If an item arrives damaged, defective, misprinted, incomplete or materially different from what you ordered, contact us promptly at:
Please include:
• your order number;
• a description of the problem;
• clear photographs of the item;
• photographs of the outer and inner packaging;
• photographs of the shipping label where available.
Please retain the product and packaging until we confirm whether they are required for the investigation.
Where a claim is accepted, we will arrange an appropriate remedy, which may include a replacement, repair, full or partial refund, or another remedy required by applicable consumer law.
You will not be required to pay return postage for an accepted fault, damage or fulfilment-error claim.
RISK DURING DELIVERY
Unless you independently arrange your own carrier outside the delivery options offered by us, Solawen remains responsible for the goods until they are received by you or by a person you have identified to receive them.
RETURNS AND CANCELLATIONS
Information about change-of-mind returns, faulty goods, cancellations and refunds is available in our Returns, Refunds and Cancellations Policy:
https://solawen.com/policies/refund-policy
CONTACT
For shipping, tracking and delivery enquiries, contact:
Solawen
Please include your order number whenever possible.
This Shipping Policy does not affect any statutory consumer rights available to you.