ORDERING AND PAYMENT METHODS
How do I pay for my order online?
During the checkout process on the payment page you will be able to select your preferred payment method. You will be able to see the payment methods for you depending on your delivery country.
Credit and Debit Cards
We accept the following debit and credit cards as methods of payment through Payzone or PayPal:
- Visa / Visa Electron
- Mastercard
- Switch / Maestro
- Solo
PayPal
We offer an alternative secure payment method via PayPal. You can pay with PayPal without entering your debit or credit card details.
PayPal Information
1. How can I use PayPal?
Select PayPal as the payment method and follow the onscreen instructions. You will redirected to PayPal where you need to choose the PayPal funding source you wish to use for your order.
2. Can I use PayPal without opening a PayPal account?
You can now pay with PayPal without the need to open an account. This means PayPal will not hold onto your details after purchase. PayPal limit the number of account free transactions to 10.
3. PayPal errors
Unfortunately sometimes there are problems creating or processing PayPal Orders. Here are some of the errors you might receive while creating your order:
- If you are redirected to an error page or do not receive an online confirmation email from us then it is likely that an error prevented the creation of the order. If you are not sure please log into your Solosport customer account. If the order does not appear there within 5 minutes then it was not successfully created. If you receive an email from PayPal stating that you have paid for your order but do not receive an email from Solosport, please log into your account and check that the order was successfully created there. If it was not please Contact Us quoting your name, Solosport account email address, paypal account email address, the items that you ordered and any vouchers that you used. We will then be able to recreate the order and find your PayPal payment to link it to.
- If using Switch/Maestro with PayPal: While you are placing your order when you are redirected to PayPal they put you in a loop asking for your card details which are already registered with them and you have used with PayPal before. Even if you re-enter the details it brings up another error message. PayPal have suggested entering the details of a different card. If you need further help with this problem please contact PayPal.
- ‘The buyer is restricted’ – PayPal have placed restrictions on your account and we are unable to proceed with your order. Please contact PayPal to resolve this issue with them. Alternatively you may change your payment method and pay by card directly to Solosport. Please update your Solosport account with the card your wish to pay with then Contact Us for further help to do this.
- ‘The buyer cannot pay, transaction rejected’ – PayPal believes you are unable to pay for your order. Please contact PayPal and then let us know when the issue is resolved and we can retry to process your order. Alternatively you may change your payment method and pay by card directly to Solosport. Please update your Solosport account with the card your wish to pay with and Contact Us if you require our assistance.
- ‘The funding source is missing’ – The funding source you chose to use to pay for your order is no longer connected to your PayPal account or your order. Please contact PayPal to resolve the issue . Alternatively you may change your payment method and pay by card directly to Solosport. Please update your Solosport account with the card your wish to pay with then Contact Us for further help to do this.
- ‘Transaction refused due to risk model of the buyer’ – PayPal have run a risk model against your account for security reasons and believe your account may be high risk and will not allow us to proceed with your order. Please contact PayPal to resolve this issue. Alternatively you may change your payment method and pay by card directly to Solosport. Please update your Solosport account with the card your wish to pay with then Contact Us for further help to do this.
Why can’t I see prices in my local currency?
As we receive all payments in UK £ the currency conversion is completed by your bank/credit card company. Rates can be found on their website.
When will I be charged?
Payment will be authorised immediately after security checks from your bank issuer, worldpay or PayPal have been completed.
Why has my card been declined?
There can be a number of reasons why your card has been declined. For more information please contact your card issuer or email [email protected]
SHIPPING AND DELIVERY
UK Delivery
Delivery is FREE on orders of £50 or above within UK.
For our International Delivery information, please click here.
For your convenience you can choose any delivery address, be it at work, home, a neighbour or somewhere else. All we ask is that your billing address matches your registered card details (otherwise payment won’t pass our checkout security checks). Most parcels require a signature, unless specified otherwise when ordering.*
When your order has been dispatched, we will send you an email informing you of the delivery method and a tracking number if applicable. If you are not around when the courier attempts delivery then they will leave a card informing they called. If you would like the package left at the local post office after an unsuccessful attempted delivery, then please state this on the delivery instructions at checkout, and our couriers will do their best to accommodate.
In most cases delivery will be on Monday – Friday between 9am and 9pm. If we dispatch your parcel using Royal Mail, a Saturday delivery may also be attempted.
24 Hour Delivery option
We are able to offer 24 hour delivery on most products to UK Mainland addresses for orders placed through the website before 1pm. The cost of this service is £5.40 + VAT. If your parcel is able to be sent on a 24 hour delivery and your address qualifies we will offer you the option of this service at stage 3 of the checkout process. If you place your order after 1pm and select the Expedited Delivery option delivery will be attempted 2 days after ordering. Our 24 hour couriers only deliver Monday to Friday, so any orders placed before the cut-off time on a Friday will be delivered the following Monday.
Unfortunately we are unable to offer a 24 hour service for UK Highlands, Offshore Islands, Northern Ireland or Channel Islands at this time.
Please select your location below to see the relevant delivery costs:
UK Mainland
Delivery is FREE on orders of £50 and above within Mainland UK (excluding Highlands, Offshore Islands & Northern Ireland). Delivery is free as per our standard service.
If the basket value is under £50 a charge of £2.95 + VAT will be added to the basket for delivery to Mainland UK.
Please allow up to 7 working days for delivery, although most parcels will arrive within 1-2 days.
UK Highlands, Offshore Islands and Northern Ireland
Delivery is FREE on orders totalling over £50.00 to UK Highlands, Offshore Islands and Northern Ireland. Orders under £50.00 will be charged £5.95 delivery.
Unfortunately we are unable to offer a 24 hour service for UK Highlands, Offshore Islands, Northern Ireland or Channel Islands at this time.
UK Channel Islands
Orders delivered to the Channel Islands are eligible for VAT FREE sales and when totalling over £50.00 (Excluding VAT) will be delivered FREE of charge. Orders under £50.00 will be charged standard £3.90 delivery.
International Delivery
We arrange deliveries worldwide by using Couriers or Air Mail. Delivery charge are dependent on weight of the order.
PLEASE NOTE – you will be responsible for any import charges or custom duty charges that may be imposed by your country.
Delivery times will vary but we will ship your order as quickly as possible.
Please contact us if you wish to request a special arrangement or shipping estimate on [email protected]
Unfortunately we are unable to offer a 24 hour service for UK Highlands, Offshore Islands, Northern Ireland or Channel Islands at this time.
* Please note that if opting to receive your parcel without a signature (requesting it to be left round back of house, or in a porch etc.) Solo Sport Brands does not accept liability for any parcels which have been delivered but go missing. Our excellent customer service team will of course help investigate with the courier as to the parcel whereabouts, normally resolving the matter very quickly.
What happens if im out when the courier comes?
Our orders require a signature to acknowledge receipt upon delivery. The signature of the person accepting delivery at the address will be proof that safe delivery of the order has been received.
RETURNS, REFUNDS AND EXCHANGES
Returns
For a goodwill refund or exchange* items must be unused and returned in the original packaging (swimwear must still have the hygiene strip in place) and in a re-saleable condition within 14 days of receipt of your goods. Please ensure your items are accompanied with copy of order number.
Faulty goods
All of our products come with the standard manufacturer’s warranty. If any product we supply fails prematurely due to a manufacturing defect we will provide you with a refund or a replacement.
Please ensure that you inform us as soon as possible after receiving your goods of any damage to avoid any delays in receiving a replacement or refund. Due to the highly technical nature of some of the products we sell, in the event that the product has been used at least once, we will need to send it to the manufacturer to confirm that the product defect is due to a manufacturing fault – our suppliers will always come back to us within 28 days maximum (normally much quicker) and we will get in contact with you on hearing their findings.
What if I have received my parcel, but they were not the goods ordered?
Mistakes are rare, but they do happen. In the unlikely event that we have sent you the incorrect goods, then first of all we apologise. We want to make sure that we rectify this as soon as possible and ensure that we get the goods you ordered to you. In this event, please contact Customer Services on 015396 22322, where one of our advisors will be happy to assist you. They will email/send you a free returns label, which means you will be able to send the parcel back to us without incurring any postage costs. Please note it is our policy not to reimburse any postage costs as we provide this free service, and will always instruct our customers to use it. Customers must always send back their order with a copy of original order – this will ensure we can process your return quickly.
Exchanges
Should you wish to return a non-faulty product for an exchange, the following applies:
A full refund will be given (less postage) or exchange goods sent out upon receipt of the goods. We will, however, refund the postage back to you if the need for an exchange is as a result of a mistake made by us (e.g. we sent out the incorrect size).
You must take reasonable care of the goods whilst they are in your possession. What do we mean by reasonable care? We would consider that reasonable care has not been taken of the goods, for instance, if you have used them to an extent beyond what would be reasonable if examining them in a shop before purchase.
The goods must be returned to us within 14 days of receipt, in the original packaging, with all the original labels attached and the swimwear must still have the hygiene strip in place. To return at your own expense to the address below.
Should you wish to exchange an item we will charge you postage to send you your exchanged item, even if the item is over £50.
How do I make a return?
If you wish to make a return, then you can simply parcel your item back up with a copy of original order and return it back to us at the address below.
We do strongly recommend that if you do send something back to us, you use a recorded delivery service and retain your proof of sending in case it gets lost in transit. This means that if your parcel is lost in the post you will then be able to claim from the carrier for the goods that were lost. If you return your parcel via a form of delivery that is not guaranteed then we will not accept responsibility if the parcel is lost or damaged.
Returns address
Returns Department,
Solosport Brands Ltd
Unit 2B, Toll Bar
Sedbergh
Cumbria
LA10 5HA
United Kingdom
Telephone: +44 (015396 22322
Unacceptable returns
If you return an item to us outside of the terms of our returns policy and your statutory rights do not apply we may not refund you. The item may be returned to you at your expense and you will be notified of this and any other charges. If you choose to send the item back to us again, or refuse to accept delivery, this will be deemed as an irreversible instruction for us to dispose of your goods without further notice. This will not constitute any admission that we have failed to honour in full our obligations to you in full and will not constitute any unlawful action against the goods.
*(i.e where there is no legal right to a refund or exchange under the Distance Selling Regulations or otherwise).
