Shipping & Delivery Policy

Thank you for choosing SOLLEN (www.sollenwatch.com). To provide you with the most secure, efficient, and transparent shopping experience, we have established this comprehensive Shipping & Delivery Policy. Please review the following terms carefully before completing your purchase.

By placing an order on our store, you agree to the terms outlined below.

1. Shipping Options, Rates & Estimated Transit Times

We offer worldwide shipping to almost all international destinations. Shipping costs and delivery methods are dynamically processed at checkout based on your total order value and selected service tier.

Standard Shipping

  • Orders $199.00 USD and Above: FREE (Complimentary worldwide delivery).
  • Orders Under $199.00 USD (including orders under $35.99 USD): Flat rate of $9.90 USD.
  • Estimated Transit Time: 5 - 8 Business Days from the date of dispatch.

Expedited Shipping

  • All Orders: Available worldwide for a flat upgrade fee of $15.99 USD.
  • Estimated Transit Time: 3 - 5 Business Days from the date of dispatch.

Please Note: Estimated transit times are provided by our carrier partners and are not strictly guaranteed. Delivery to remote regions or during peak shopping seasons may take slightly longer.

2. Order Processing, Dispatch & Warehouse Routing

  • Processing Time: All orders undergo standard security verification and quality checks. Your order will be processed, packed, and ready for dispatch within 12 to 24 hours of placement. Most orders achieve next-day dispatch.
  • Intelligent Multi-Warehouse Routing: SOLLEN operates a sophisticated global fulfillment network. To minimize delivery times, your order will automatically be routed and fulfilled from our nearest regional overseas fulfillment center.
  • Central Warehouse Guarantee: In the event that a specific timepiece model or variation is temporarily out of stock at your local regional warehouse, your order will be dispatched directly from our Brand Central Fulfillment Center in Mainland China. We utilize premium international express lines to ensure there are no severe impacts on your estimated delivery window.
  • Business Days: Processing and shipping timeframes apply to business days only. This excludes weekends (Saturday and Sunday) as well as public holidays in both the origin country and the destination country.

3. Customs, Duties, Taxes & Import Fees

  • International Shipments: Since we ship globally, your package may be subject to import duties, customs taxes, and localized VAT depending on the regulations of your destination country.
  • Responsibility: Unless explicitly stated at checkout as a prepaid duty option, all import duties, taxes, and customs clearance fees are the sole responsibility of the recipient.
  • Refusal of Package: If you refuse a shipment due to unexpected import fees, the carrier will return the package to us. In such cases, the original shipping costs, return shipping fees, and any customs penalties assessed will be deducted from your final refund.

4. Real-Time Order Tracking

  • Tracking Email: As soon as your package is scanned and leaves our fulfillment facility, our system will generate an automated shipping confirmation email containing your unique Tracking Number.
  • Activation Window: Please allow 24 to 48 hours for the courier tracking link to become fully active and display real-time updates.
  • How to Track: You can track your parcel anytime by entering your number on major global carrier websites (such as UPS, DHL, FedEx, or USPS) or by visiting the "Track My Order" link on www.sollenwatch.com.

5. Delivery Restrictions & Address Modifications

  • Address Verification: To prevent fraud and delivery failures, please ensure your shipping address, phone number, and postal code are entered with absolute accuracy. We are not liable for packages delivered to an incorrect address provided by the customer.
  • PO Boxes and APO/FPO/DPO Addresses: Premium expedited couriers (like DHL and FedEx) cannot deliver to PO Boxes or military addresses. If you input a PO Box or military address, your package will automatically be downgraded to standard local postal services (such as USPS), which may extend the transit time.
  • Address Changes: If you need to modify your shipping address, please contact our support team within 12 hours of placing your order. Once an order has been handed over to the courier and a tracking number has been issued, we cannot change the delivery address or reroute the package.

6. Shipping Insurance, Lost or Damaged Packages

  • Full Transit Insurance: Every high-value timepiece dispatched from our facilities is fully insured against theft, loss, or catastrophic damage during transit.
  • Lost Package Claims: If your tracking information has stalled for an extended period or the carrier reports transit damage, please contact the SOLLEN Customer Service team within 10 business days of the item's dispatch date. We will immediately initiate a formal tracer investigation with the carrier. Once a package is confirmed lost or the carrier accepts liability, we will send a replacement free of charge or issue a full refund.
  • Stolen Packages: If the carrier's tracking data shows "Delivered" but you have not received your package, please check with neighbors or local property management first. SOLLEN is not responsible for packages stolen from your doorstep or secure property after verified carrier delivery.

7. Order Discrepancies, Defects & Packaging Disclaimer

  • 5-Day Reporting Window: Upon receiving your package, inspect the contents immediately. If the item is defective, damaged during unboxing, or if you received the wrong item, you must notify our customer support team within 5 days of delivery.
  • Required Evidence: When contacting us regarding a defect or discrepancy, you must provide clear photographs or video footage of the item, the retail box, and the external shipping label.
  • Usage Restrictions: If you believe your order is incorrect or defective, DO NOT wear, resize, or alter the watch, and do not remove any plastic protective films. Utilizing or wearing the watch voids our ability to process an immediate exchange or replacement.
  • Packaging Disclaimer: Due to the strains of long-distance international transit, external cardboard sleeves or shipping boxes may occasionally experience minor creasing or scuffing. Provided the timepiece itself is pristine and fully functional, SOLLEN reserves the right to offer alternative brand packaging and cannot guarantee that the outer paper box will arrive in museum-grade condition.

8. Returns & Shipping Cost Deductions

If you choose to return an item due to personal preference, a change of mind, or sizing issues (unrelated to manufacturing defects or order errors), the actual original shipping costs incurred by SOLLEN to send the item to you will be deducted from your total refund amount. For full details regarding return parameters and eligibility, please consult our separate Returns & Refund Policy.

9. Contact Us & Customer Support

If you have any questions regarding your shipment, need assistance tracking a package, or need to report a transit issue, our dedicated customer success team is here to assist you.

  • Customer Support Email: sollensupport@sollenwatch.com
  • Official Website: www.sollenwatch.com
  • Response Time: We strive to respond to all shipping-related inquiries within 24 to 48 business hours. (Please allow additional response time during weekends and major holiday periods).