Orders

To request an invoice

We issue invoices as soon as an order has been entirety shipped. When an order comprises several parcels, the last parcel must have been shipped in order to trigger the issuing of the invoice. Invoices are automatically sent to the email address entered at the time of order. They are also available in My Account. To access your invoices, select “Order tracking and invoices” in the left-hand side menu of My Account. If the invoice has been generated, just click on the icon in the “Invoice” column to download it.

To request a change

Invoices cannot be edited once they have been issued. It is in particular not possible to subsequently include a company name or a VAT number. If you are ordering in a professional capacity, we invite you to contact us at contact@solaari.com

You have refused a parcel due to the fact it was damaged or the order had been cancelled, or it was returned by the carrier who was not able to deliver it to its recipient. A parcel for mainland France is generally returned to us within 1 to 2 weeks.

When we receive a parcel that could not be delivered, an email is sent to the account’s email address in order to know what to do with the order. This email allows you to tell us what you prefer:

• Order reshipped to the same address;
• Order shipped to a different address;
• Refund.

It is also possible for you to contact us in advance so that we identify your wish: we will then be able to implement the agreed process without the need for additional steps when receiving the parcel. If the returned parcel contains a part sent to the After-Sales Department and not a new order, the only option possible is reshipping it. When a parcel is going to be or has already been returned, please feel free to contact us. Together, we can open a case and take note of your instructions in order to save time down the line.

Has your order arrived with the parcel in good condition but an item is missing? First of all, make sure it has not been shipped in a separate parcel. Every email containing the shipping confirmation of your order states – parcel by parcel – the exact content. You may also find a delivery slip inside the parcel. If the missing item is not listed on this slip, it means that it has been shipped in a separate parcel: everything is fine!

Have you received all the parcels for your order, but an item is missing? Contact us immediately at support@solaari.com for us to be notified as soon as possible.

Please follow these instructions in order to enable you to claim if necessary:

The packaging is in good condition: accept the parcel

Check the contents of the parcel without delay and, if possible, in the presence of the carrier or otherwise just after his departure. If one or several items are damaged, it is imperative that you notify us within 72 hours using the form below. It is also imperative that you send the carrier a letter with acknowledgement of receipt within 72 hours specifying your contact details, the parcel number, the circumstances of delivery, the reservations stated on the delivery slip as well as the damaged items with their value. Should you not take these steps, the possibilities for you to subsequently claim may be limited, if not impossible. Please also keep the packaging (parcel) in support of the matter in order to, if need be, provide evidence of a possible transportation problem.

The packaging is slightly damaged: specify reservations and accept the parcel

Has the parcel suffered an impact or damages? Please specify what the parcel has suffered through precise and detailed reservations on the carrier’s slip. State “DAMAGE”, followed by a precise description of the damage observed. For example, indicate “top left corner a little crushed”, or “wet box”. A “subject to unpacking” note has no value.

Check the contents of the parcel without delay and, if possible, in the presence of the carrier or otherwise just after his departure. If one or several items are damaged, it is imperative that you notify us within 72 hours using the form below. It is also imperative that you send the carrier a letter with acknowledgement of receipt within 72 hours specifying your contact details, a reference to the transport, the reservations stated on the delivery slip, the circumstances as well as the damaged items with their value. Should you not take these steps, the possibilities for you to subsequently claim may be limited, if not impossible. Please keep the packaging (parcel) in support of the matter in order to, if need be, provide evidence of a transportation problem and support the reservations.

The packaging is very damaged or has been opened: do not open nor accept the parcel

Has the parcel been crushed in one or several locations, it is slashed, it is wet, it is open or does it bear adhesive which is not the original? Unless you are certain that the items are in perfect condition, do not open nor accept the parcel! Please contact us as soon as possible via the form below.

Contact details of the carrier to be used when sending the recorded letter with acknowledgement of receipt:

Chronopost International

Service Client

3 avenue Gallieni

CS70103

94254 Gentilly Cedex France

CANCELLATION DURING THE FIRST HOUR

You can cancel an order yourself from My Account up to an hour after having placed it. Orders paid by card will be promptly refunded.

We commit to refunding you at the latest 14 days from the date of your request (if we have not received the product on the 14th day, refund may be delayed until you supply a proof of shipment). In reality, the average time observed is 5 to 8 days.

CANCELLATION AFTER ONE HOUR

After one hour, the order is deemed finalised. Our priority will be to prepare and ship it to you as soon as possible. However, if you still wish to cancel it, you can quickly notify us using our Contact Form. 

We cannot guarantee a positive response to cancellation requests received an hour after the order has been recorded. We will do our best to ensure you are satisfied, but beyond a certain stage of preparation, it may not always be possible to block the shipment. In the event your request could not be taken into account, you will of course have the possibility to exercise your right of withdrawal if you do not want to keep the equipment.

CONTACT US

A question? Feel free to contact us at solaari.com

You have placed an order and want to change it. Is this possible?

We will be happy to respond to your request to change your order (addition, replacement or cancellation of an item, change of delivery address…) at any time when possible. However, as the status of an order can change very quickly, the possibilities of change may be limited. Please always contact us as promptly as possible.

We can change an order providing its preparation has not started, i.e. displaying one of the following statuses on My Account:

Payment authorised;

Forwarded to the management centre.

Once its preparation has started, it is no longer possible to change the order: please contact us quickly so that we can explore possible solutions together.

CONTACT US

A question? Feel free to contact us at support@solaari.com

My Account allows you to track the progress of your orders at any time. Once connected (you can click here to log in), the Order tracking and invoices section will provide you access to the order tracking feature.

CONTACT US

A question? Feel free to contact us at support@solaari.com