All Help Topics
Order
Amending Order or Cancellation
We’re really quick at packing your order up which means we can’t make any changes once you’ve placed it. This includes changing the delivery option or payment method. If the order were placed after 1400 hours, please contact our customer service to make the amendments.
However, you may be able to cancel your order and place a new one instead. Please take note that a cancellation cannot be reversed.
To cancel your order, just follow these steps:
- Log into My Account and view your recent orders.
- Select the order you would like to cancel.
- Cancel the entire order via “cancel order” or cancel individual items via “cancel article”, and follow further instructions on the screen.
- You will receive a confirmation email if the cancellation was successful.
Address Change
Have you already placed your order, but would like to use another delivery address? If the order has not yet been packed or dispatched, you could either cancel the order and place a new order shipping to the new address, or contact our customer service directly to make the amendments.
If your parcel could not be delivered due to an invalid or changed delivery address, your parcel will be stored at the parcel center and returned to us after 7 days. We will refund you within 14 days of having received the returned item by way of the original payment method.
Shipping
Delivery time
Items marked with a delivery time of 1-3 business days will be shipped on the same working day via GLS, if the order is placed before 1400 hours. Once your order has been packed and dispatched, a tracking number will be automatically sent to your E-Mail to track the shipment.
Items marked with a delivery time of 7-9 business days will be shipped on the same working day via DSV Spedition, if the order is placed before 1100 hours.
Shipping cost
We offer free delivery and shipping within Germany. Packages are sent exclusively via GLS as parcels. We do not provide the coverage of bulky surcharge* for our products within Germany.
International Shipping
| European Countries | Parcels up to 15kg |
|---|---|
| Netherlands, Austria, Denmark, Belgium, Luxembourg | 14,90€ |
| Liechtenstein, Switzerland, Italy | 19,90€ |
| Croatia, Czech Republic, Estonia, France, Finland, Hungary, Ireland, Latvia, Lithuania, Monaco, Norway, Poland, Romania, Slovakia, Slovenia, Sweden, Spain*, | 24,90€ |
- Spain (ZIP codes 35, 38, 51, 52) of the Canary Islands is excluded from international shipping.
Please note that in addition to the special shapes, packages with a length of more than 130 cm up to a length of 175 cm, or wider than 80 cm, are also considered bulky items.
Payment
| Payment in advance | Please transfer the total amount of your order to our account. |
| Instant Transfer | Only for schools, authorities and companies that are registered in the Commercial and Companies Register. |
| Paypal | Pay simply and securely with just 2 mouse clicks. |
| Invoice | Use your trusted online banking. Thanks to the transaction confirmation, your order can be sent immediately – more quickly than usual in advance. |
| Mastercard and Visa | Pay easily and cashless with your Mastercard and Visa. |
Return and Refund
How can I return an article?
If a product does not meet your expectations, you can send it back to us within 30 days without any given reason. In the event that you have ordered a wrong product, or have just changed your mind after the order has already been shipped, the customer needs to cover the return cost. After receiving the package, we will give you a full refund by way of the original payment method.
We aim to refund you within 14 days of having received the returned item.
There might be circumstances where you might either receive an incorrect item or a faulty item. Please get in touch with our Customer Service team and they will gladly help you further. A return label will be sent to you for the return package after verification of the complaint. Please bear in mind that all items are inspected on return. In order to receive a full refund, all items must be returned to us undamaged/unused and in the same condition you received them with their original packaging.
The return package must be sent to:
SolarV GmbH
Am Kronberger Hang 2 (Halle1)
65824 Schwalbach am Taunus