What Happens After I Place an Order with You?
Once you place an order with us online or via the telephone, you'll receive an initial order confirmation email. This email confirms the products ordered, the total order amount and the delivery lead time in working days.
Afterwards, we send the order to our Logistics Team who will complete everything prior to it being handed to the carrier.
Once our Logistics team complete all the checks, a further email will be sent detailing the dispatch and confirming the expected delivery date and time. If the items in the order are shipped from different warehouses, the order will be split and confirmed in this email also.
Please note, if the order contains VELUX branded products, a tracking email will be sent from VELUX so it's possible to track the shipment. Unfortunately, we are unable to provide a tracking email for any Solstro purchased items. This can only be tracked inhouse with a member of our Customer Service Team.
Our delivery partners are DX Freight, XPO and Geodis (only in Northern Ireland).
In the event you’d like to amend or cancel your order, please contact a member of our Customer Service Team on 01592 806 611 or email us at firstname.lastname@example.org with a copy of your order number and a brief explanation of how you’d like us to proceed with your order.
Please note, the order processing time scales are relatively quick, and it may not always be possible for us to amend of cancel an order. Should this be the case, we would always inform you of the outcome and usually ask you to refuse the delivery.