FAQ

Delivery

How long will my order take to arrive?

Most items ship from our Australian warehouse partners: dispatch takes 1–3 business days, then delivery takes 2–7 business days for metro and regional addresses, or up to 10 business days for WA, NT, TAS and remote postcodes. Items in our imported range ship from an overseas warehouse partner and take 7–14 business days, tracked. A few large or made-to-order items, like our pergola kit, can take longer — this is always noted on the product page. See our Shipping & Delivery page for full detail.

How are bulky items like outdoor settings or greenhouses delivered?

Bulky items travel by road freight rather than a standard courier, and are delivered to your front door at ground level — the driver won't carry items inside, upstairs, or to a room of your choice. You'll need to provide a phone number and a street address (freight can't go to a PO box or parcel locker), and someone may need to be home to receive it. Any freight surcharge is calculated and shown at checkout, before you pay.

How do I track my order?

You'll get a tracking number by email as soon as your order is dispatched. If your order ships from more than one warehouse, you may receive more than one parcel, each with its own tracking number.

Do you deliver to WA, NT, TAS and remote areas?

Yes. Delivery to these areas takes a little longer — up to 10 business days from dispatch — and some remote postcodes attract a freight surcharge, which is always shown at checkout before you pay.

Is delivery free?

Yes, on orders over $149, to metro and regional addresses. Orders under $149 have a flat $9.95 delivery fee. Remote-postcode freight surcharges, where they apply, are shown at checkout before payment.

Returns, faults and warranty

Can I change my mind and return something?

Yes. We accept change-of-mind returns within 30 days of delivery if the item is unused and in its original packaging. You pay the return postage (we'll quote bulky-item return freight upfront), and we refund the item price within 5 business days of it reaching us. See our Returns & Refunds page for full conditions.

What if my item arrives damaged or faulty?

Email us with your order number and photos of the item and its packaging, ideally within 7 days of delivery so we can sort it out quickly with our freight partners — though your rights don't expire after 7 days. We'll arrange a repair, replacement or refund at no cost to you, including return freight.

Do products come with a warranty?

Most items in our Australian-warehouse range carry an additional 12-month Solano Home warranty on top of your rights under the Australian Consumer Law, which apply to everything we sell regardless of warranty period. Imported-range items may carry a different manufacturer's warranty, shown on the product page.

Payments and pricing

What payment methods do you accept? Can I use Afterpay or Zip?

We accept Shopify Payments (major credit and debit cards), PayPal, Afterpay and Zip, and Shop Pay instalments where offered. Afterpay and Zip are available at checkout for eligible orders — select either as your payment method and follow the prompts.

Ordering

Do items come assembled?

Most items arrive with straightforward flat-pack assembly and instructions included; where an item needs more involved assembly, or arrives ready to use, this is noted on the product page. We don't currently offer an installation service.

What happens if an item I've ordered is out of stock?

We'll email you with the choice of a backorder with an updated delivery estimate, a substitute item, or a full refund.

Can I change or cancel my order after placing it?

Contact us as soon as possible at solanohomedesign@gmail.com. If your order hasn't been dispatched yet, we can usually amend or cancel it and refund you in full.