Shipping policy
At SolarMask, we do everything we can to dispatch your order quickly and carefully. Below you’ll find our full shipping policy, clear and with no surprises.
1. Processing time
We dispatch all orders within 24 hours on working days.
🕒 Working days = Monday to Friday
📦 Orders placed on Saturday or Sunday will be processed and dispatched on Monday.
2. Delivery time (indication)
The final delivery time depends on the carrier, but we use the following guidelines:
🇳🇱 Netherlands: 1–2 working days
🇧🇪 Belgium: 1–2 working days
🇩🇪 Germany: 2–4 working days
🇫🇷 France: 2–4 working days
⚠️ These delivery times are indications and not guarantees.
The actual delivery time may vary due to high volumes at the carrier, sorting centres or external circumstances.
3. Delivery charges
Good news:
✔ All orders over €100 are delivered free of charge
Valid for: the Netherlands, Belgium and Germany
4. Carrier & Track & Trace
The carrier may vary per order (PostNL, DHL, DPD or other partners).
This is automatically determined by our fulfilment system.
You will always receive a Track & Trace code as soon as your parcel has been registered with the carrier.
5. Delays
We always process and dispatch within the promised time, but:
👉 We are not responsible for delays caused by the carrier
(e.g. sorting errors, public holidays, high volume, weather conditions).
Of course, we will always help you resolve any issues.
6. Missing parcel – standard procedure
Has your parcel been marked as delivered according to Track & Trace, but you haven’t received it?
Then follow these steps:
- Check whether the parcel has been delivered to neighbours or to a collection point.
- Check your letterbox, garden, shed, porch or delivery point.
- Wait 24 hours – sometimes a parcel is scanned as “delivered” too early.
- Then contact us via contact@solarmask.eu.
We will then initiate an investigation with the carrier; this usually takes 7–14 days.
During the investigation, we cannot yet send a replacement product or issue a refund.
As soon as the carrier acknowledges the parcel as lost, we will resolve the issue immediately.
7. Damaged delivery
Has your product been delivered damaged?
Please report this within 48 hours via:
📧 contact@solarmask.eu
Please include:
- Photo of the product
- Photo of the damage
- Photo of the packaging + shipping label
We always resolve this efficiently and promptly.
8. Incorrect address entered
Have you accidentally entered the wrong address?
Please contact us as soon as possible.
📧 contact@solarmask.eu
If your order has not yet been processed, we will be happy to amend it for you.
