Orders and Shipping

The orders are delivered once they've been confirmed and the total amount of the invoice has been received by SOLWE. Packages are generally dispatched within 2 working days (Monday to Friday) after receipt of payment and are shipped via the Spanish postal service Correos de España (Sociedad Estatal Correos y Telégrafos, S.A., www.correos.es) as registered mail and drop-off with signature. The orders are shipped in discreet packaging and contain a copy of the order's invoice. The goods are at the risk of SOLWE from the time when the goods are transferred to a carrier for delivery until they arrive at their destination as far as accidental loss or damage is concerned. Damaged products have to be reported and documented (e.g. taking a photograph) within 48h after reception to sales@solwe.com. Depending on the damage SOLWE will then decide to either replace the product partially or completely at its expense.

Shipping costs

Orders which exceed a total amount of 25,00€ (including taxes) are shipped for free, for smaller orders shipping fees of 7,0€ (including taxes) are charged. Shipping fees include handling and packing fees as well as postage costs. If the customer prefers a different way of shipping (e.g. messenger service) he needs to request a quote by e-mail to sales@solwe.com.

Delivery times

Once the parcel has been sent off, the delivery times under normal circumstances are 2 - 6 working days for shipments inside the European Union and 4 - 12 working days for shipments to any destination outside the European Union. The customer can always verify the current situation of the shipment accessing his customer account on www.solwe.com/online-shop or - in case he hasn't created a customer account - sending an e-mail to sales@solwe.com.

Any dates specified by SOLWE for delivery of the Goods are intended to be an estimate and are not binding. In case of force majeure or other circumstances that obstruct or impede the processing of the order, SOLWE has the right to cancel the order or to delay the delivery, even when the order should have been confirmed previously. In this case SOLWE shall not be liable for damages for non-performance and refund the customers' payment immediately in the case of cancellation. The delivery times will be extended while the special circumstances persist and the customer has not cancelled the order.

Rights of the customer

If SOLWE has not processed and sent off the order within a maximum time limit of four working days after receiving the full payment for the order, the customer can cancel the order by written notification to sales@solwe.com and is entitled to a refund of the full amount previously payed.

Once the order has been sent off, SOLWE shall not be liable for possible delays of the delivery times due to third-party responsibility. If the order is not delivered to the destination indicated by the customer within the estimated delivery time, SOLWE will try to track the shipment with its tracking number. SOLWE has 40 working days after the estimated date of delivery to locate the shipment. If within this period of time the whereabouts of the shipment can not be clarified, the customer is entitled to receive a new shipment totally free of charge or to cancel the order and get a refund of the full amount previously payed.

Obligations of the customer

The customer is fully responsible for delivery problems due to mistakes in the delivery address indicated. It's also the customers responsibility to comply with the custom rules and local laws in the country of destination.
When the order is shipped to the destination indicated by the customer but is returned to SOLWE because nobody at the destination of delivery accepted or picked up the order, SOLWE will keep and store the parcel for the client. If the client wants the order to be shipped again, he will be charged the corresponding additional shipping and handling fees. If the customer prefers to cancel the order at this point, SOLWE will refund the customer's payment minus the shipping and handling fees assumed by SOLWE until that moment.