Shipping policy

Updated: Thursday, 21st May 2026

1. Overview: This policy sets out the shipping and delivery terms that apply to all orders placed via solidmetalwear.com. All orders are packed and dispatched by hand, directly from the United Kingdom.

This policy should be read in conjunction with our Returns & Refund Policy, which governs the handling of returned, refused, and undeliverable parcels, as well as replacement and store credit provisions.

2. Order Details - No Amendments After Purchase: Once an order has been placed and processed, no changes can be made to the order details. This includes, without limitation, the delivery address, product selection, and size. Orders will be dispatched to the address exactly as entered at checkout.

If you identify an error immediately after placing your order, please contact us without delay via Live Chat or email. We will endeavour to assist, but cannot guarantee that amendments are possible once processing has commenced. If the order has already entered dispatch, it will be shipped to the address on the order.

SOLID. Metalwear accepts no responsibility for failed or misdirected deliveries arising from incorrect address information supplied by the customer.

3. Processing & Dispatch Timeframe: We aim to process and dispatch all orders within 3 to 5 working days from the date of order confirmation. Working days are Monday to Friday, excluding UK public holidays.

Estimated delivery timeframes apply from the date of dispatch - not from the date of purchase. A dispatch confirmation email will be sent once your order has been shipped. Where applicable, this will include a tracking reference.

During periods of high demand, promotions, or exceptional circumstances, processing may take longer than the standard timeframe. Where a delay of more than 7 working days is anticipated, we will notify you by email.

4. Shipping Options & Estimated Delivery Times: We ship via Royal Mail and other trusted carriers, selected at our discretion according to your destination and chosen service. All delivery timeframes stated during checkout are estimates only and are not contractual guarantees. Carriers do not guarantee delivery dates on standard services, and neither can we.

Customer-facing tracking is not guaranteed on any service - we monitor all shipments internally and can confirm delivery status upon request.

5. Tracking Information: As above, we do not guarantee the provision of customer-facing tracking on any order, regardless of the service selected at checkout. All shipments are monitored internally and we are able to confirm delivery status on our side where required.

A tracking reference may be included in your dispatch confirmation email where the carrier makes one available. Where a reference is provided, you may use it on the carrier's website, though the level of detail available to customers varies by service and destination and is outside our control.

If you have a concern about the status of your delivery, please contact us directly and we will check the shipment status on your behalf.

6. Packaging & Discretion: All orders are dispatched in plain black outer packaging with no external branding, product names, or descriptive markings.

Shipping labels will include a sender address as required by Royal Mail and applicable carrier regulations. If complete discretion is essential, we recommend arranging delivery to a trusted address.

7. Duties, Taxes & Customs: All orders delivered to addresses within the United States of America are shipped on a Delivered Duty Paid (DDP) basis. Applicable US import duties and taxes are calculated and included within the product price at checkout. However, we cannot guarantee that no additional customs charges will be demanded from the customer upon delivery.

All international orders outside of the United States are dispatched on a Delivered Duty Unpaid (DDU) basis. This means:

  • The customer is solely responsible for any import taxes, customs duties, VAT, or local carrier handling charges levied by the destination country
  • These costs are not included in the product price or shipping fee paid at checkout
  • Customs processing timescales and associated costs are determined by the destination country's authorities and are entirely outside our control

We strongly recommend that customers verify their local import regulations and applicable duty thresholds before placing an order. If delivery is refused due to non-payment of customs or import charges, the provisions of Section 9 (Undeliverable & Returned Orders) and our Returns & Refund Policy will apply. No refund will be issued in such circumstances.

8. Customs Declarations: In accordance with international shipping regulations, we are legally required to accurately declare the contents of all parcels on customs documentation. We are unable to omit, falsify, or misrepresent customs declarations.

All international shipments are declared under the appropriate jewellery and metal goods tariff code. An example description used on customs documentation is:

"Silver Metal Ring - Personal Adornment"

9. Undeliverable & Returned Orders: If a parcel is returned to us for any of the following reasons, the provisions of our Returns & Refund Policy apply in full:

  • An incomplete, incorrect, or undeliverable address was provided at checkout
  • The parcel was not collected within the carrier's holding period
  • Multiple failed delivery attempts occurred
  • The customer refused to accept delivery
  • Applicable customs charges, import duties, or VAT were not paid by the recipient

In all such circumstances, monetary refunds will not be issued and original shipping costs are non-refundable. Returned parcels will be held for 30 days from the date of return. Re-shipping is available upon payment of the applicable re-posting fee. Store credit may be offered at our discretion, net of shipping and handling costs. Please refer to our Returns & Refund Policy for full details.

10. Delivery Issues — Lost, Missing, or Damaged in Transit: If your order is recorded as delivered but has not been received, please take the following steps before contacting us:

  • Check all accessible locations at the delivery address, including letterboxes, porches, outbuildings, and communal areas
  • Check whether a household member, neighbour, or building concierge has accepted the parcel on your behalf
  • Verify that the delivery address provided at checkout was correct
  • Review the carrier's tracking information for delivery notes, photographs, or signature records

If the parcel remains unlocated, contact us within 14 calendar days of the recorded delivery date. We will open a formal investigation with the carrier, which may take up to 10 working days to conclude.

Where tracking confirms delivery to the correct address and no carrier error is identified, we may require a signed written declaration and a crime reference number from the relevant police authority before any further action can be taken.

Damaged in transit: If your parcel arrives visibly damaged, contact us within 14 calendar days of delivery with clear photographic evidence of both the outer packaging and the item. We will raise a formal claim with the carrier and, where transit damage is confirmed, will arrange a remedy in accordance with our Returns & Refund Policy.

Lost in transit: Where a parcel appears genuinely lost - not delivered and with no carrier movement for an extended period - contact us and we will raise a formal loss claim with the carrier. We will follow the carrier's investigation process and provide updates as the matter progresses. A resolution will be sought once the carrier concludes their investigation.

11. Events Outside Our Control: SOLID. Metalwear accepts no liability for delays or failures caused by circumstances outside our reasonable control, including but not limited to: severe weather events, industrial action, port or customs authority delays, civil disturbances, carrier network failures, or other force majeure events.

Where a delay arising from such circumstances appears significant or ongoing, we will liaise with the carrier and act in accordance with their guidance. We will communicate with affected customers where reasonably practicable.

Our liability for delays or losses caused by events outside our reasonable control is excluded to the fullest extent permitted by applicable law.

12. Fraud Prevention: To protect the integrity of our business and the security of our customers, the following applies:

  • Orders may only be placed via solidmetalwear.com or through expressly authorised retail partners
  • Suspicious or potentially fraudulent orders may be held, delayed, or cancelled at our discretion. Where an order is cancelled on this basis, a full refund will be issued
  • We reserve the right to request identity or payment verification for orders that trigger our internal screening criteria

Initiating a chargeback in respect of a legitimate order where goods have been delivered as described may constitute payment fraud. We reserve the right to investigate and contest any chargeback we consider unfounded, and to pursue recovery through legal channels where warranted. Incidents of fraud may be reported to the relevant authorities.

13. Liability - SOLID. Metalwear accepts no liability for:

  • Delays caused by carriers, customs authorities, weather events, industrial action, or any other circumstances outside our reasonable control
  • Loss or damage arising from incorrect or incomplete delivery information provided by the customer at checkout
  • Missed deliveries or returned parcels resulting from customer refusal, non-collection, or non-payment of applicable customs charges
  • Parcels delayed, held, or seized by customs authorities
  • Any indirect, consequential, or economic loss arising from shipping delays or delivery failures

Our total liability in respect of any order is limited to the value of the goods purchased, excluding shipping costs, except where such limitation is prohibited by applicable law.

14. Changes to This Policy: We reserve the right to amend this Shipping Policy at any time without prior notice. Amendments take effect upon publication. The version of this policy in effect at the time your order is placed will govern that order.

15. Contact: For all shipping and delivery enquiries, please contact us at:

  • Email: hello@solidmetalwear.com
  • Live Chat: www.solidmetalwear.com

We aim to respond to all enquiries within 3-5 business days.