Frequently asked questions
Payment
Which payment methods are accepted? We accept credit card, PayPal, iDEAL and SEPA direct debit. All available options will be displayed at checkout.
Why was my payment rejected? Possible causes are incorrect card details, missing credit or a technical problem with the payment provider. Check your details or contact your bank.
How do I receive an invoice? You can request the invoice directly at checkout - it will then be sent to you by e-mail.
Is cash on delivery possible? No, cash on delivery is not offered. Please choose one of our online payment methods.
Can I redeem discount codes or vouchers? Yes, discount codes and gift vouchers can be entered at checkout.
Is my payment secure? Yes, we use encryption and a PCI-compliant payment system to protect your transactions.
When will I receive my order confirmation? Immediately after successful payment we will send you a confirmation e-mail with all order details.
How does a refund work? Contact our customer service with your order details. We will process your request in accordance with our returns policy.
Where can I find my order history? After logging in, you will find all previous orders and payments under „My account“ → „Order history“.
Shipping
What shipping conditions apply? We ship according to the DDP principle (Delivered Duty Paid) - you do not have to worry about customs clearance or pay additional customs duties.
Shipping destinations and service providers: USA via UPS Express (except Alaska and Hawaii), UK via local DPD Express, Europe via UPS/DPD/DHL Express.
European DDP countries: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal and Spain. Shipments within Europe (except Great Britain) are processed via Germany.
Further shipping destinations: United Arab Emirates (Dubai only), South Africa, Vietnam and West Malaysia (except Kalimantan).
Approximate delivery times: USA 10-15 days, UK 7-12 days, Europe 8-13 days, UAE (Dubai) 12-18 days, South Africa 15-25 days, Vietnam 3-5 days, West Malaysia 4-8 days.
For countries outside this list, customs clearance must be carried out by the buyer. A business licence may be required.
How are the shipping costs calculated? The costs depend on the weight, destination and shipping method and are displayed at checkout.
What to do if a consignment is delayed or lost? Contact our customer service - we will help you clarify the issue.
How do I track my order? You will receive tracking information by e-mail and can also view the delivery status in the „Order history“ section of your account.
Do I have to pay customs duties? Not in most cases. Canada and Denmark are currently exceptions.
How long does the delivery take in total? Depending on the product, stock processing takes 1 to 5 days, the subsequent delivery time 7 to 15 days.
Security
How secure is the website? We protect your data and transactions with encryption, firewalls and regular security checks.
What happens to my personal data? Your data will not be sold or passed on and will only be used for order processing and customer service.
Is my payment data protected? Yes, our PCI-compliant payment system ensures that your payment information is reliably protected.
How do I recognise a secure password? Combine upper and lower case letters, numbers and special characters. Avoid easy-to-guess details such as dates of birth and change your password regularly.
How can I recognise that I am on the real website? Check the URL and look for the lock symbol in the address bar - it indicates that the connection is encrypted and the website is authentic.
How do I report suspicious activity? Contact our customer service immediately. We will follow up any information and take appropriate measures.
How do you protect against phishing? We have set up anti-phishing measures to protect you from fraudulent emails and fake websites.
Returns
Can I still change my order? Yes, changes are possible until 23:00 (PDT / UTC-7) on the day of order. Please contact us at info@solavape.de.
How does a return work? We grant a 15-day right of return. The item must be returned unused, labelled and in its original packaging; proof of purchase is also required.
Procedure: Contact us at info@solavape.de. Once authorised, you will receive a return label and further instructions. Please do not return any items without prior authorisation - such returns cannot be accepted.