Shipping & Delivery Policy

Last updated: 18 September 2026

1. Overview

This Shipping & Delivery Policy applies to all orders placed through solidmetalwear.com.

By placing an order with SOLID. Metalwear, you confirm that the shipping information supplied at checkout is complete and accurate and that you have reviewed the delivery terms applicable to your order.

This policy should be read alongside our Returns & Refund Policy and Terms of Service.

Nothing in this policy is intended to exclude or restrict any statutory consumer rights which cannot lawfully be excluded.

2. Customer Responsibility for Delivery Information

Customers are responsible for ensuring that all information supplied at checkout is complete, accurate and suitable for successful delivery.

This includes the recipient name, house or building number, street name, apartment or unit number where applicable, town or city, state, province or region where required, postal or ZIP code, destination country, telephone number and email address where requested.

Orders are prepared and shipped using the information submitted by the customer at checkout.

SOLID. Metalwear is not responsible for delivery failures resulting from incorrect, incomplete, outdated or otherwise inaccurate information supplied by the customer, to the fullest extent permitted by law.

3. Address Amendments

Customers who discover an error in their delivery information should contact us immediately.

We will make reasonable efforts to amend an address where an order has not yet entered processing or dispatch, but we cannot guarantee that an amendment will be possible.

Once an order has been dispatched or handed to a postal or carrier network, the delivery address cannot normally be changed by SOLID. Metalwear.

Submitting corrected information after dispatch does not amend the address attached to the parcel already in transit.

4. Processing & Dispatch

We normally aim to process and dispatch orders within 3–5 working days.

Working days are Monday to Friday, excluding UK public holidays.

Delivery estimates begin from the date of dispatch rather than the date the order was placed.

A dispatch confirmation will normally be issued once the order has left our fulfilment process.

5. Delivery Estimates

Delivery periods displayed on our website or at checkout are estimates unless expressly stated otherwise.

International delivery can be affected by circumstances outside our direct control, including customs processing, local postal networks, security inspections, carrier delays, weather disruption, industrial action, public holidays and local delivery restrictions.

Where applicable law gives a customer rights in relation to delayed delivery, those rights remain unaffected.

6. Customs, Import Duties, Taxes & Charges

International orders may be subject to customs duties, import VAT, handling charges, clearance fees or other charges imposed by the destination country or local carrier.

Where an order is sold on a Delivered Duty Unpaid basis, these charges are the responsibility of the recipient.

Customers are responsible for checking the import requirements applicable to their destination before placing an order.

SOLID. Metalwear has no control over charges subsequently imposed by foreign customs authorities, postal operators or local carriers.

A customer's refusal or failure to pay legitimate customs charges does not constitute an error by SOLID. Metalwear.

7. Customer-Caused Delivery Failure

A Customer-Caused Delivery Failure occurs where an order cannot be successfully delivered for reasons attributable to the customer or recipient rather than SOLID. Metalwear.

This includes situations where the delivery address is incorrect or incomplete, a house or building number is missing, an incorrect postcode or ZIP code has been supplied, recipient details are inaccurate, the parcel is not collected from a collection point, delivery notifications are ignored, repeated delivery attempts are unsuccessful because the recipient is unavailable, delivery is refused, customs duties or other charges are not paid, an unsuitable delivery address has been provided, information requested by the carrier or customs authority is not supplied, or the shipment is otherwise abandoned by the recipient.

Where the carrier records one of these circumstances, we may rely on the carrier's tracking information, return reason, electronic records or other available evidence when determining how the order will be handled.

8. Returned-to-Sender Parcels

Where a shipment is returned because of a Customer-Caused Delivery Failure, the original order will be treated as having failed because of information, an omission or an action attributable to the customer rather than an error by SOLID. Metalwear.

Such a return does not automatically create an entitlement to a refund, replacement or re-shipment.

Any rights which the customer has under mandatory applicable consumer law remain unaffected.

Original shipping charges, customs costs, carrier charges and other costs which have already been incurred are non-refundable to the extent permitted by law.

Where additional charges are incurred because a parcel is returned to the United Kingdom, including return postage, carrier handling, customs administration or third-party processing charges, we reserve the right to take those reasonable costs into account when determining any amount otherwise due to the customer, where permitted by law.

9. Third-Party Returns Processing & Destruction

For hygiene, product-integrity and operational reasons, returned and undeliverable parcels may be routed directly to an independent third-party returns and disposal provider.

Returned goods processed through this system are not returned to saleable inventory and may be destroyed immediately upon processing.

Customers should therefore understand that a parcel being physically returned through the carrier network does not necessarily mean that the product is returned to SOLID. Metalwear's saleable stock or becomes available for re-shipment.

Our third-party processing and destruction procedure does not, by itself, remove any statutory refund or other rights which a customer may have under applicable law.

However, where the return arose solely because of a Customer-Caused Delivery Failure, the customer will not automatically be entitled to recover the purchase price merely because the carrier ultimately returned the shipment.

10. Refunds Following Customer-Caused Delivery Failure

Where SOLID. Metalwear correctly processes and dispatches an order using the delivery information supplied by the customer, but delivery fails because of a Customer-Caused Delivery Failure, we do not ordinarily provide a monetary refund, replacement or free re-shipment, except where required by applicable law.

This applies where an order is returned because of an incorrect or incomplete address, non-collection, refused delivery, failure to pay applicable import duties, VAT, customs fees or carrier charges, or any other customer-caused delivery failure.

Any refund which we are legally required to provide will be handled in accordance with applicable consumer law.

Nothing in this section affects a customer's rights where the failed delivery was caused by SOLID. Metalwear, including circumstances where we dispatch an order to an address materially different from the address correctly supplied by the customer.

11. Discretionary Goodwill Remedies

Where there is no legal obligation on SOLID. Metalwear to provide compensation, we may nevertheless choose to offer a goodwill resolution at our sole discretion.

This may include a replacement item, store credit, a voucher or discount, a partial refund, a full refund or re-shipment on payment of additional postage.

Any goodwill remedy is voluntary, will be considered individually based on the circumstances of the order, does not constitute an admission of liability, does not establish an entitlement to the same remedy on another order, does not amend this policy and does not establish a precedent for future claims.

Unless we expressly confirm otherwise, any discretionary credit, replacement or refund may exclude postage, customs costs, return charges, third-party processing costs and other reasonable costs already incurred.

12. Where SOLID. Metalwear Is at Fault

The customer-responsibility provisions above do not apply where the delivery problem was caused by an error attributable to SOLID. Metalwear.

This may include circumstances where we dispatch to an address different from the correctly submitted checkout address, dispatch the wrong product, fail to dispatch an accepted order or otherwise fail to meet an obligation for which we are legally responsible.

Where we are responsible, the matter will be handled in accordance with applicable consumer law and our Returns & Refund Policy.

13. Lost Parcels

An order is not considered lost merely because it has exceeded an estimated delivery date.

Where a shipment appears to be genuinely lost, we may require completion of the carrier's investigation procedure before determining the appropriate resolution.

Where the loss is attributable to a carrier appointed by SOLID. Metalwear, we will deal with the customer's rights in accordance with applicable law.

This is distinct from a parcel that is undeliverable because incorrect or incomplete delivery information was supplied by the customer.

14. Tracking & Carrier Records

Carrier tracking, delivery scans, attempted-delivery records, customs records, return-to-sender records and similar electronic carrier information may be used when investigating a delivery dispute.

We may ask customers to allow the carrier's investigation or return process to conclude before determining the appropriate resolution where this is reasonable and does not conflict with applicable statutory rights.

15. Chargebacks

Customers should contact us before initiating a payment dispute so that we have an opportunity to investigate the matter.

Where a chargeback is submitted relating to an order that was correctly fulfilled and where the delivery failure resulted from incorrect information, non-collection, customs non-payment or another act or omission attributable to the customer, we reserve the right to provide the payment provider with relevant evidence.

This may include checkout records, the delivery address supplied with the order, dispatch records, tracking information, carrier records, customer correspondence, customs or return-to-sender information and the shipping terms applicable when the order was placed.

Nothing in this section prevents a customer from exercising any lawful rights available through their payment provider.

16. Evidence of Address Supplied

The delivery details recorded against the order at the time checkout is completed will normally be treated as the delivery information supplied by the customer.

Customers are responsible for reviewing their order confirmation promptly and notifying us immediately if they identify an error.

We recommend retaining your order confirmation for reference.

17. Our Liability

Nothing in this policy excludes or limits liability where doing so would be unlawful.

Subject to that qualification, SOLID. Metalwear is not responsible for losses arising solely from inaccurate or incomplete information supplied by the customer, refusal or non-collection of an order, or failure to satisfy destination-country import obligations.

18. Policy Changes

We may update this Shipping & Delivery Policy from time to time.

The version applicable to an order will normally be the version published and forming part of the applicable terms when that order was placed.

19. Contact

For shipping and delivery enquiries, please contact us at hello@solidmetalwear.com and include your order number.