FAQ and Delivery
Our team is here to assist you!
Common purchase queries answered
Orders and Shipping
Processing time refers to the time we need to prepare your order! Most products will take no longer than 24-48 hours to be ready for shipping. Please check description of each product for more information.
It depends on which item you ordered and where you live!
We have ready-to-ship products and custom made products.
Please check each item for more information about processing time.
– Standard Mail (no tracking included) 5-10 business Days
– Tracked Shipment 5-8 business days
– EU Express 3-5 business days
Rest of the World/Overseas:
– Standard Mail (no tracking included) 8-20 business days
– Tracked Shipment 8-15 business days
– Express 5-8 business days
Orders shipped overseas during a busy season with standard mail can take up to 30 days to arrive!
Please upgrade shipping if you’re in a hurry!
If you already placed your order and realized “oh snap, my address is wrong” – Don’t worry! Just try to message us as soon as possible regarding your order and we’ll change it!
We don’t have access to credit card information. Our trusted payment partners, whom you probably know already do that (like paypal!) and they don’t share that information with us.
All orders include Value Added Tax (VAT) in the price!
We ship worldwide with some exceptions.
Unfortunately we do not ship to: Brazil, China, Colombia, India, Indonesia, Lithuania, Malaysia, Mexico, Nigeria, Pakistan, Philippines, Qatar, Saudi Arabia, South Africa, Venezuela.
We make exceptions, please contact us if you are in one of these countries and really want to order from us.
Each order will come in one package. If you place multiple orders separately, they will ship in separate packages.
The shipping times on the order checkout are provided by the shipping company. Those are the average times the packages take to arrive to each country. Sometimes packages can be delayed, but they are never lost. In any case, we’ll help you mediate any issues with the shipping company to make sure you get the package!
Orders going overseas can take up to 30 days to arrive, especially if no shipping upgrade is added.
Please contact us if you need any clarification.
We ship from Portugal so every country inside the European Union will be free of taxes when ordering from our website.
Non EU countries may be subject to customs and import fees.
The exact amount of such fees are determined by your local customs laws.
We recommend checking with your local customs office for more information on import taxes, customs duties, and handling fees.
Solidpop doesn’t collect any portion of such fees and cannot be held liable for any taxes, duties, tariffs, or other fees assessed.
If customers refuse a package due to customs issues, including refusal to pay customs tax or duties, failure to provide requested documents, or other related issues, Solidpop will not be responsible for any refund or reshipment of the refused package.
If you need to swap an item
Returns and Exchanges
- We accept returns within 14 days like any EU based business. The items need to be unused and unopened in their original packaging. We do not accept returns in custom-made items, please check each item description for more information!
- In case of defective or wrong item was sent we will issue a refund of 100% of the value you paid.
- If you wish to return the item because you no longer want it, only the item value will be refunded, we will not refund the shipping cost.
This never happened before, but like every human, we also make mistakes! Do let us know and we’ll fix it for you!
Sometimes the postal services like kicking packages around. Did your order arrive broken? Not to worry, just send us a picture of the damages and we’ll sort you out with another package.
There should be a return address on your original package, if not, you can contact us to get an address if you don’t have it already.
You can contact us by pressing the message button or at [email protected]
Contact us as soon as possible so that we can change the address before we ship it!
If the package shipped already we can no longer change the address.
- We accept cancelations within 24h of the purchase however we charge a non-refundable fee of 3€ for the cancelation due to refund taxes and fees.
- After shipping the order we can no longer cancel it.
Delays are not caused by us, they are caused by the shipping company. We will mediate any issues with them to make sure you get the package, but we cannot issue refunds unless we have the package back.
However we’ll refund your order after 30-40 days (depending on the location) from the shipping date.
Before ordering, it’s very important to first read the description of the item you are purchasing.
If you scroll down on any mystery box, you can get very clear idea of the value you will get in your mystery box.
The mystery aspect of the boxes is the design, colors and flavors, not what items are actually included.
Also, we offer free shipping because it makes it easier for worldwide shipping BUT obviously we do have to pay to ship your order.
Most times, especially if ordering overseas from us in Portugal, shipping can come to be almost HALF the price you paid for it!
So just because it says “free shipping” doesn’t mean it was actually free, the price of the shipping is included in the mystery box price.
No shipping company in the world offers free international shipments, unfortunately.