Shipping & Delivery Policy

Shipping & Delivery Policy

Thank you for visiting and shopping at SOLLEN (www.sollenwatch.com). Lumina Time Atelier LLC is committed to providing absolute transparency regarding our shipping processes, transit times, and delivery costs.

Please review our comprehensive shipping and delivery terms below prior to placing your order.

1. Global Multi-Warehouse Fulfillment Network

To ensure timely delivery and reliable inventory distribution, SOLLEN operates a dual fulfillment network:

  • US Warehouse (City of Industry, CA): Fulfills regional domestic shipments and processes authorized returns.
  • Global Brand Fulfillment Center (Guangzhou, China): Serves as our master precision manufacturing, quality control inspection, and global international dispatch center.

Depending on real-time stock allocation and destination proximity, your package will be dispatched from the optimal facility.

2. Order Processing & Handling Time

  • Handling & Inspection: All timepiece orders undergo standard security verification and rigorous physical quality inspection before handover.
  • Handling Time: Dispatched within 1 – 3 business days (Monday – Friday, excluding statutory holidays).
  • Tracking Notification: You will receive an automated shipping confirmation email with your carrier tracking number as soon as the package is dispatched. Please allow 24 to 48 hours for courier tracking telemetry to reflect live updates.

3. Shipping Zones, Rates & Estimated Transit Times

Shipping rates and estimated transit times are calculated based on your destination and selected service tier:

1. United States (Continental & Worldwide Zone)

  • Standard Shipping (Orders $99.99 USD and above): FREE (Transit time: 7 – 12 business days)
  • Standard Shipping (Orders under $99.99 USD): $2.99 USD (Transit time: 7 – 12 business days)
  • Express Shipping: $12.99 USD (Transit time: 4 – 8 business days)

2. United States - Remote Areas (US Far: Alaska, Hawaii, Outlying Territories)

  • Standard Shipping: $19.90 USD flat rate (Transit time: 7 – 15 business days)

3. Australia (AU)

  • Standard Shipping (Orders $399.00 USD and above): FREE
  • Standard Shipping (Orders under $399.00 USD): $15.99 USD (Transit time: 5 – 15 business days)

4. Europe Special Group (Austria, Belgium, Czech Republic, and selected regions)

  • Standard Shipping (Orders $199.00 USD and above): FREE
  • Standard Shipping (Orders under $199.00 USD): $6.99 USD (Transit time: 5 – 16 business days)

5. Worldwide (Canada, France, Germany, and other global destinations)

  • Standard Free Shipping (Orders $99.99 USD and above): FREE (Transit time: 7 – 12 business days)
  • Standard Shipping (Orders under $99.99 USD): $2.99 USD (Transit time: 7 – 12 business days)
  • Express Shipping: $12.99 USD (Transit time: 4 – 8 business days)

6. Liechtenstein

  • Standard Shipping: $59.99 USD flat rate (Transit time: 7 – 30 business days)

Note: Transit timeframes apply to business days and represent courier estimates. Remote destinations, peak seasonal volumes, or customs inspection may extend delivery windows.

4. Tracking Your Order

We partner with reliable postal and express carriers including USPS, UPS, FedEx, DHL, and premium dedicated international line-haul couriers. You can track your shipment anytime by clicking the Track Order link in our website footer or using the carrier portal with your waybill number.

5. Customs, Taxes & Duties

  • United States: Most orders shipped to domestic US addresses fall under statutory de minimis limits and incur no unexpected border taxes.
  • International Orders: Certain jurisdictions outside the United States may assess localized import duties, VAT, or clearance surcharges dictated by national trade regulations. Any statutory import fees are the recipient's responsibility.

6. Address Accuracy & Modifications

  • Address Verification: Please review your shipping address and contact telephone number before completing payment. We cannot assume responsibility for parcels delivered incorrectly due to erroneous customer data entry.
  • Modifications: If you need to revise your delivery address, please contact our support desk within 12 hours of order placement. Once parcels are collected by the logistics partner, in-transit rerouting cannot be executed.

7. Transit Insurance, Damaged or Lost Shipments

  • Transit Protection: Every timepiece is fully insured against catastrophic damage or loss during transit.
  • Damaged on Arrival: Inspect your package immediately upon delivery. If the timepiece or packaging arrives visibly damaged, retain all outer cartons and contact sollensupport@sollenwatch.com within 5 days with photos/video evidence.
  • Lost Parcels: If your tracking stops updating for more than 10 consecutive business days, contact us to initiate an official carrier tracer. We will arrange a prompt replacement or full refund once the carrier verifies loss.

8. Customer Support

If you have questions regarding logistics, rates, or an active order, please reach out to our customer care team:

  • Legal Business Name: Lumina Time Atelier LLC
  • Brand Store: SOLLEN (sollenwatch.com)
  • Customer Support Email: sollensupport@sollenwatch.com
  • Direct Line: +1 (314) 203-6156
  • Support Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)