SHIPPING POLICY
ALL SHIPMENTS
Shipments require a POD (proof of delivery). A person must be at the delivery address to receive the parcel. Otherwise, the courier must be notified in advance to ensure the parcel is left safely. Couriers will use their discretion regarding leaving parcels at a safe place. Couriers may also attempt delivery to a neighbour if nobody is at the delivery address.
Delivery tracking information will be sent via text or email with the information provided on the order.
Once dispatched, we are unable to redirect the package to a different address. It is the customer’s responsibility to coordinate with the courier.
Please don’t book a Plumber or Electrician until your products have arrived and are inspected.
FREE DOMESTIC SHIPPING (UK)
UK Mainland orders are shipped via a next working day delivery service†.
Orders placed before 12 noon will be dispatched the same day*. Orders placed after 12 noon will be dispatched the next business day.
Orders placed on weekends or bank holidays will be dispatched on the next business day. Delivery is not available on these days.
Tracking and delivery information will be sent after the order is dispatched.
On the delivery day, the courier will provide a 2 hour window for when they expect to deliver the order.
Normal business hours are Monday-Friday, 9am-5:00pm GMT – Shipping is not available outside of these hours.
Please Note : Post Brexit shipments from the UK to the EU are subject to the international delivery policy. This includes the Republic of Ireland. Please refer to the “International Delivery” section below.
† excluding Isle of Man, Isle of Wight, Scottish Highlands & Islands, Scilly Isles, Channel Islands & Northern Ireland. See rates below. *From the courier receiving the item.
INTERNATIONAL DELIVERY
Please note: Post Brexit shipments from the UK to the EU are subject to international delivery policy. This includes the Republic of Ireland, which is outside the UK for customs purposes following Brexit.
All orders are processed and shipped within 24-48hrs (excluding weekends and holidays). Normal business hours are Monday-Friday, 9am-5:00pm GMT – shipping is not available outside of these hours. The shipping cost will be calculated at checkout.
Import Duties & Taxes
Please be aware that international orders may be subject to import duties, taxes, and customs charges levied by the destination country’s authorities upon arrival. These charges are outside our control and are the sole responsibility of the customer. We are unable to refund or reimburse any import duties, taxes, or customs charges incurred. VAT is not charged on international orders, however tax and import fees are payable to customs on arrival.
Import charges are typically collected by the courier upon delivery and must be paid before the parcel is released. If you are unsure whether import charges apply to your order, we recommend contacting your local customs authority before placing your order.
After your order has been dispatched, you will receive an email/text notification with shipping confirmation and a tracking number. For European customers, delivery is estimated at approximately 3-5 business days.
| Region | Cost Per Parcel | Estimated Delivery Time |
|---|---|---|
| UK Mainland* | FREE | Next Business Day |
| Isle of Man, Isle of Wight, Scottish Highlands & Islands, Scilly Isles | £** | 2-5 Business Days |
| Europe 1: Netherlands, Luxembourg, Ireland, Germany, France, Belgium | £** | 1-2 Business Days |
| Europe 2: Switzerland, Denmark, Austria | £** | 2-3 Business Days |
| Europe 3: Czech Republic, Italy, Slovakia, Spain | £** | 2-3 Business Days |
| Europe 4: Finland, Estonia, Hungary, Poland, Portugal, Slovenia, Sweden | £** | 2-4 Business Days |
| Europe 5: Bosnia and Herzegovina, Bulgaria, Croatia, Greece, Latvia, Lithuania, Montenegro, Norway, Romania, Serbia | £** | 3-5 Business Days |
**
Calculated at checkout depending on order weight. Add items to the basket or contact us for price.
DO YOU SHIP TO P.O. BOXES?
Unfortunately, we do not offer shipping to P.O. boxes or BFPO addresses
FAILED DELIVERIES & RETURNED PARCELS
Our couriers will attempt delivery 2 times. After a second attempt, the package will be rerouted back to our warehouse, and a refund will be issued. If you would still like this item, you will need to reorder the item again.
If APC/DHL are unable to deliver due to an: incorrect address (entered by the customer), the customer’s refusal to pay duties, multiple failed attempts to reach the customer at the point of delivery, or otherwise, Adax by Solaire Heating Products is not responsible for payment of return shipping costs levied by the courier. Similarly, Adax by Solaire Heating Products is not responsible for the payment of re-shipping merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery and is non-refundable.
Most parcels will arrive within 24-48 hours, but on rare occasions the parcels can be delayed due to many factors outside of our, and often the courier’s, control. Due to this, we recommend not booking your plumber, heating engineer or electrician until the product is delivered and inspected. (Please check that all items are present as ordered.) This advice serves to save you costs and inconvenience in case anything does go wrong and you are stuck with a tradesman’s bill. Adax by Solaire Heating Products cannot and will not reimburse for tradesmen visits for any reason.
SERVICE DELAYS
Adax by Solaire Heating Products is not responsible for unexpected shipping delays caused by circumstances such as severe weather or natural disasters.
We are not responsible for unexpected shipping delays caused by circumstances related to the courier itself, such as clearance delays or other occurrences.
Any shipping fee is non-refundable. In cases such as these, please contact the courier directly with any inquiries about the status of your package.
Don’t book a tradesman until your products have arrived and are checked. We will not cover expenses due to delivery delay.
Delivery Tracking
Tracking information will not be available until your package has been dispatched and left our warehouse. Please note: for some international shipments tracking information may not be available up to 24 hours after courier has received the package. Once dispatched, you will receive a confirmation e-mail and a follow up text message with your tracking number. Once your order has shipped from our warehouse, please directly contact your courier with any inquiries about the status.