Help and contact
FAQ
ONLINE SHOPPING
No, the purchase can be made without registration. To do so, after adding products to the basket, please select the "I am buying as a guest" option.
In the Solar E-shop you can pay with a fast online transfer, Blik, credit card or cash at the courier in case you choose COD delivery method. On our website we have also made available a 30-day deferred payment that you can use by choosing Paypo.
The order status is available after logging in under "Order History". Information about the status of your order will also be sent to the e-mail address and telephone number you provided during registration. If you are making a purchase as a guest, notifications about the status of your order are sent by email and text message.
Order confirmation, which is also a return form, will be sent in the parcel.
Orders are dispatched via InPost. The standard delivery cost of a paid order is PLN 12. The cost of delivery of a COD order is PLN 20. For orders with personal collection at a retail store, delivery cost is PLN 0. The fee for shipment, depending on the selected option, is fixed, regardless of the number of the items ordered and package dimensions. It is also possible to send the goods abroad; the cost of such shipment is determined individually (for this purpose, please contact the e-shop hotline).
For paid orders, we dispatch the goods within 2 working days of the Customer's payment being received, and the total delivery time to the Customer is between 1 and 3 working days.
For COD orders, we dispatch the goods within 2 working days, and the total delivery time to the Customer is between 1 and 3 working days.
For orders with personal collection in a retail store, the total delivery time to the selected store is between 2 and 5 working days.
Once your order is complete and the courier has picked up your parcel, your parcel is on its way to the address you provided.
The tracking option is activated when your parcel leaves our warehouse. In the email with information on sending your order you will find a link that will allow you to find out where your parcel is at the moment.
Important! Please note that the order tracking function is not immediately active. The package tracking option will be available 24 hours after the order has been shipped from the warehouse.
The order tracking function is not available for the delivery option of shipment to a retail store.
If the delivered parcel raises the Customer's doubts and the packaging suggests damage to the goods inside, or the content of the parcel is not consistent with the order, the Customer is obliged to refuse to accept the parcel, write a report in the courier's presence and inform the e-shop hotline about this fact. We will make every effort to send you a new product or refund your payment as soon as possible.
Your order may have been cancelled due to one of the following factors:
- the payment has not been finalized,
- communication between the payment system and our database has been hindered,
- the product ordered was unavailable during order completion process.
We apologize for the inconvenience. If the product you have ordered is not available, we will contact you to present the solutions available.
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FAQ
SHOPPING IN STORE
To check whether there is a Solar store in your area, use the shop search engine available on our website.
The address, telephone number and opening hours of each of our stores are available on the search engine website.
In a retail store you can pay by cash, debit or credit card, Gift Card and using the funds from refunds registered on your Solar Club Card or Gift Card.
If the amount of your purchases exceeds the balance of your Solar Club Card or Gift Card, you can pay the difference in cash or by card.
Yes, if the product you are looking for is not available in the retail store, the sales assistant will order it for you in our e-shop with free delivery. You just need to indicate the product you wish to purchase, enter the necessary contact details and pay for the order at the store.
Yes, within 14 days of purchase you can return or exchange a product bought at a retail store. We will credit your refund to your Gift Card or Loyalty Card. Refund funds are valid for an unlimited period of time.
Products bought in outlet stores can only be exchanged in outlet stores.
Yes, within 14 days of receiving your order you can return it at any retail store offering the current collection. The store staff will ask you to attach a return form (you will receive it together with your order).
Important! The store only accepts returned goods; refunds will be processed by the e-shop within 14 days after the return is registered.
If the product you are looking for is not available in the retail store, the store staff may order it for you in two ways:
- by placing an order for you in the e-shop as described above;
- by taking goods from another retail store (maximum 3 products in one order). For such an order we charge a courier service fee of PLN 12. The fee will be reimbursed upon receipt of the order within 3 days of the day on which the Customer is informed of the availability of the goods in the store (reimbursement for products at regular prices; courier fee is not reimbursed in the case of discounted products).
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FAQ
RETURN and EXCHANGE
You can return your order within 14 days of receiving it from the e-shop or making a purchase in the retail store.
You can return goods bought in a retail store in any store offering the current collection.
We will credit your refund to your Gift Card or Loyalty Card. Refund funds are valid for an unlimited period of time.
Products bought in outlet stores can only be exchanged in outlet stores.
You can deliver the returned products together with the return form in several ways:
- by making the return in a retail store offering the current collection;
- by sending the returned goods using a Parcel Locker. Go to www.szybkiezwroty.pl and select the E-shop from the list of SOLAR stores. You will receive a free shipping code for your Parcel Locker, valid for 72 hours;
- by sending the returned goods at your own expense to the following address: Magazyn E-sklep, ul. Torowa 11, 61-315 Poznań.
It takes up to 14 days to process the refund and transfer the money back. We make every effort to reduce this time to a minimum. We will notify you of changes to the status of your return by e-mail.
In the e-shop, the exchange of goods consists in returning the products in accordance with the return procedure and placing a new order.
You can exchange products bought at retail stores in any retail store if the store has the specific product. Go to any Solar retail store with the product you intend to exchange. After presenting the proof of purchase, the store employee will replace the product at the current price.
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FAQ
CLICK AND COLLECT
- at any Solar store offering the current collection;
- from any Parcel Locker FIND PARCEL LOCKER>
Yes, if the product you are looking for is not available in the retail store, the sales assistant will order it for you in our e-shop with free delivery. You just need to indicate the product you wish to purchase, enter the necessary contact details and pay for the order at the store. We will deliver the order, depending on your preferences: to the store, to a Parcel Locker or to the address provided.
If the product you are looking for is not available in the retail store, the store staff may order it for you in two ways:
- by placing an order for you in the e-shop as described above;
- by taking goods from another retail store (maximum 3 products in one order). For such an order we charge a courier service fee of PLN 12. The fee will be reimbursed upon receipt of the order within 3 days of the day on which the Customer is informed of the availability of the goods in the store (reimbursement for products at regular prices; courier fee is not reimbursed in the case of discounted products).
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FAQ
COMPLAINTS
Deliver the goods complained about, together with the proof of purchase (order confirmation or order number) in a way convenient to you:
- send it to the following address: Solar Company S.A., ul. Torowa 11, 61-315 Poznań, with a note "E-sklep" (E-shop) (please enclose the complaint form available here>
- deliver the product complained about, together with its proof of purchase, to a Solar retail store. In the store, the staff will ask you for some information necessary to make a complaint.
You can file the complaint at any Solar store offering the current collection or at a Solar outlet. The staff will ask you for some information about the product defect and for some personal data which are necessary to make a complaint.
Important! Please ensure that you enclose proof of purchase with your complaint.
Complaints are processed within 14 days of receipt. We make every effort to reduce this time to a minimum.
In the case of complaints about products purchased at a retail store, the staff of the shop where the complaint was made will be informed by phone about the way in which the complaint has been handled. If you do not provide your telephone number, you will be informed by letter sent to the correspondence address specified in the complaint.
In the case of complaints about products purchased online, we will inform you of the outcome of the complaint by e-mail, phone or letter (depending on the address details provided).
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FAQ
GIFT CARD
You can buy a Gift Card at any retail store offering the current collection. The minimum value of the purchased Gift Card is PLN 100.
The funds on your Gift Card are valid for an unlimited period of time.
Payment using a Gift Card is possible in all Solar retail stores offering the current collection and Solar outlets. If the value of your purchase is higher than the amount on the Gift Card, you can pay the difference in cash or by credit card.
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FAQ
SOLAR CLUB
You can join the programme:
- during your visit at a retail store offering the current collection; Complete the membership form, in which you will be asked to provide your personal data, accept the Terms and Conditions and enjoy the benefits of the Solar Club;
- by going to MY ACCOUNT tab in the Solar E-shop, where you can add your existing Solar Club Card to your account or create a new one (Important! In order to link your Solar Club Card to your e-store account you must have the same e-mail address specified for both accounts).
The Programme Participant can accumulate points that are registered on the Solar Loyalty account. The points are obtained for the purchase of products at regular prices, in retail stores and in the E-shop, except for outlets. The points collected will entitle you to receive a discount voucher worth PLN 100 as defined in Article 1.11 of the Terms and Conditions of Sales and Customer Relations >
As a programme participant, you may receive:
- a PLN 100 voucher awarded for one-time purchases for PLN 1000, or PLN 1500 for points collected within 6 months. We reward every purchase of models at regular prices, without any discounts. Every PLN 1 equals 1 point;
- birthday voucher - it is awarded to a Customer who bought goods at regular prices for a specific amount in the past calendar year (from January to December);
- free delivery - purchases registered on the Card for a total amount of PLN 2000 or more entitle the Customer to free courier delivery (in the current or next season) for orders carried out between retail stores at the Customer's request.
You can check your points balance, transaction history or the value of the discounts granted in several ways:
- in the MY ACCOUNT tab on the Solar website (option available to users who have linked their Solar Club Card to their E-shop account);
- when visiting a retail store by showing the Solar Club Card to the staff;
- by phone, contacting the E-shop Hotline or the Customer Relations Department (before we provide information on the balance of points or discounts, we will ask for some personal data to verify it with the data recorded on the Solar Club Card).
All information about the scope of processing of personal data at Solar Club is described in Item 4 of the Privacy Policy.
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FAQ
HOW TO FIND A PRODUCT
To find a product you are interested in, you can use the search engine on our website. Enter the product name or its reference number e.g. ZA033456, in the "search" field. You can also browse the product categories on our website and search for the product you are interested in by image.
On the product sheet you will find additional product information, such as: available sizes, composition and maintenance method, as well as the availability of individual sizes in our retail stores.
If the product you are looking for is not available on our website, we encourage you to use one of the two options:
- Check product availability in retail stores - enter the postal code or city name in the product sheet and you will see the availability of the selected product in the location specified;
- Notify of availability - this option allows you to subscribe to a waiting list for the product. In case the product is available again in the E-shop, you will be notified by email. The notification option is used by many Customers, so it may happen that the product is purchased by another person interested.
You can use one of the three options:
- find the product on the www.solar.com.pl website, click the "Availability" link on the product sheet and enter the postal code or city name, and you will see the availability of the selected item in the location specified;
- contact the E-shop Hotline or the Customer Relations Department;
- contact the selected retail store by phone.
For each model, it is possible to display on our website information about the actual measurements of the garment for each size. To see the garment measurements in the product sheet, click the "Check product measurements" link.
If you have any additional questions, please contact the E-shop Hotline.
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E-SHOP ACCOUNT
In the "My orders" tab you will find the history of your orders and their current status.
You will find there both your current orders and the completed ones.
In the "My Addresses" tab you can add or change your billing and delivery addresses.
In the "Notifications" tab you can manage your subscriptions to e-mail and text message notifications.
In the "Account details" tab you can change your details and you telephone number, as well as your E-shop account password.
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