FAQ - Answers to the most frequently asked questions

General

Where are you located?

We are a purely online business based in Brisbane, QLD, so we do not have a physical store for pickups. All of our products are shipped from our Brisbane warehouse.

Do you have any store locations?

No. We are purely located online. We don't offer click and collect.

Can I get my items personalised or custom engraved?

Unfortunately at this stage we do not offer personalised engraving on our products. 

Why is it not recommended to put vacuum insulated bottles and cups into a dishwasher?

When vacuum insulated bottles and cups are exposed to the high temperatures and harsh detergents used in dishwashers, several negative effects can occur:

Compromised Insulation: The extreme heat and pressure inside dishwashers can damage the vacuum seal that keeps the insulation effective. This can lead to a loss in temperature retention properties, meaning your drinks may not stay as hot or cold for as long as they should.

Discolouration: The exterior materials of vacuum insulated bottles and cups may not be designed to withstand the heat and chemicals used in dishwashers. This can result in discolouration, fading, or even damage to the outer appearance of the item.

Potential Leaks: Dishwasher cycles can put stress on the seams and seals of the bottle or cup, potentially causing leaks or weakening the structure over time.

Overall, hand washing is the recommended method for cleaning vacuum insulated items to ensure their longevity and performance. It allows for gentle cleaning without subjecting the item to the harsh conditions of a dishwasher.

How can I get a replacement water bottle lid?

We’ve listened to your feedback. You can now order a replacement water bottle lid with a separate shipping cost of just $5.50. This option will be available at checkout when purchasing a lid on its own.

If your order includes more than just a water bottle lid, our standard shipping rates apply:

  • $9.90 flat rate shipping for orders under $99
  • Free shipping for orders $99 and over

Shipping

When will I receive my order?

We process and ship orders Monday to Friday. Our delivery timeframe has two parts:

1. Processing Time:
This is the time it takes us to pack your order.

  • Standard: 1-3 business days.
  • Peak Periods (e.g., sales, holidays): 2-3 business days.

Please Note: We process all orders in the order they are received. Selecting Express Post speeds up shipping, but does not let your order jump the processing queue. If you need your order urgently, please contact us before placing your order.

2. Shipping Time:
This is the time it takes for your order to be delivered after it leaves us.

  • Standard Delivery: 3-8 business days.
  • Remote Australia: 10-15 business days.

For the most detailed information, please see our Shipping Page.

How can I track my order?

Once your order is packed and sent, we will email you an Australia Post tracking number. (Please check your junk/spam folder if you don't see it!)

You can use this number to track your parcel on the Australia Post website.

We also proactively monitor all shipments. If we notice any significant delays or issues, we will contact you and handle the investigation with Australia Post directly. You don't need to do anything; we'll take care of it.

Do you ship internationally?

No, at this stage we only ship to Australia. We are looking to add international shipping in the very near future.

Can I change my order after it’s been placed?

If you've made a mistake with your order—whether it's the wrong item, quantity, shipping method, or delivery address—please contact us as soon as possible at sales@solkattdesigns.com. The sooner you reach out, the better the chance we can adjust your order before it is processed and shipped.

Unfortunately, once your order has been shipped, we are unable to make any changes.

Are your products in stock?

Yes! All products on our website are in our warehouse and ready to ship. If an item says "in stock," it will be dispatched within 24-48 hours (Mon-Fri). During peak times, please allow 48-72 hours.

We do not accept backorders. If an item is "out of stock," it cannot be purchased until it's restocked, ensuring you never have long wait times.

Will my items be packaged safely?

Yes. We pack every order with great care.

  • Individual Packaging: Every single item comes in its own dedicated packaging.
  • Extra Protection: We use sufficient wrapping to keep your items safe during transit.
  • Our Promise: We believe packaging is part of the experience. Your order will be packed securely and will never be just thrown in a box.

I have not received a tracking number/shipping confirmation?

Please allow 1-3 business days (Monday to Friday, excluding public holidays) for us to pack and send your order. Your tracking email will be sent the moment your order is dispatched.

If this time has passed and you still haven't received a shipping confirmation, please check your junk/spam folder first. If it's not there, contact us at sales@solkattdesigns.com and we will investigate for you.

Payment

What payment options do you accept?

We offer a wide range of secure payment options:

  • Afterpay
  • PayPal
  • Zip
  • Apple Pay
  • Google Pay
  • All major credit cards (Visa, Mastercard, etc.)

Is my payment information secure?
Yes. Our website is SSL protected, and our checkout has the highest security measures in place. We do not store any of your banking or credit card information on our site, so you can rest assured your details are safe.

Do you keep my payment details on file?

No we do not store any of your payment methods in our systems. Here is our privacy policy, if you do have any questions that are not answered on our privacy policy please don't hesitate to contact us.

Do you offer preorders?

At this stage we will not be offering preorder's. We will however notify our customers on our newsletter first when we are about to be launching new products and collection.

My discount code won't apply. Why?

There are a couple of reasons your code might not be working:

  • The code has expired.
  • The items in your cart are ineligible.

Our discount codes cannot be "stacked" on top of items that are already discounted, such as sale items or bundles. We apologise for this, but it's a necessary step to protect our business.

For a full list of exclusions, please visit our Discount Code Terms and Conditions.

Are there any other discount code restrictions?

Yes. Our discount codes are not transferable. Additionally, most codes are limited to a single use per customer, but this can vary. Please see the terms and conditions for each specific discount code for full details.

Returns

What do I do if my item is damaged or faulty?

If your order arrives damaged or you believe a product is faulty, please contact us immediately and review our Refund Policy Page for instructions.

If we find that your item fits the criteria set out in our policy, you will be refunded the full amount, including your shipping costs.

Please note: We do not offer refunds or exchanges for "change of mind" purchases. All details are covered on our refund policy page.

I accidentally damaged my product and would like a replacement?

We're sorry to hear that! Accidents happen, but regrettably, Solkatt Designs cannot be held accountable for damage caused by the user or owner after the product has been safely received.

Our glassware products, unlike our durable steel items, are delicate and require careful handling.

While our Refund & Exchanges Policy covers shipping damage and manufacturing faults, it does not cover accidental, user-caused breakage.

My water bottle isn't retaining its temperature. What should I do?

A: We offer a 12-month limited warranty on the internal structures of all our stainless steel drinkware, which includes the vacuum seal and insulation.

If your bottle has stopped insulating correctly within this period, please refer to our 12-Month Internal Structure Limited Warranty page for full details and instructions on how to make a claim.

Other

I noticed a small air bubble in my glassware.

Small air bubbles are a very common and natural part of the glass-blowing process, especially for hand-blown items. They occur when air gets trapped in the molten glass as it's shaped. This is not a fault; rather, it's a sign of craftsmanship that adds character and makes your specific piece truly unique.

Will your water bottles fit in my car's cupholder?

650ml Bottles: Yes, our 650ml bottles are designed to fit in most standard car cupholders.

950ml & 1.2L Bottles: These larger sizes may not fit all cupholders. We recommend checking the bottle's dimensions (on the product page) and measuring your car's cupholder first, as some vehicles have larger holders.

1.9L Bottles: These bottles are too large and will not fit in standard car cupholders.

Does the travel coffee cups fit in cupholders?

Yes, our range of insulated coffee cups is designed to fit in almost all standard car cupholders, ensuring a convenient and secure fit for your on-the-go coffee or tea.

Do you sell water bottle carry bags?

No, we currently do not sell water bottle carry bags. While there are no plans to create them at this stage, you never know what the future might bring!

What size drink bottle is best for young children?

We recommend our 650ml water bottles for young children. With a width of 7.5cm, they are perfectly sized for little hands to grip comfortably. Plus, the double-walled construction ensures no condensation forms on the outside, preventing any slips. This is the same high-quality construction used across all of our stainless steel drinkware range

Can I easily add ice cubes to your water bottles?

Yes! All of our water bottles feature a wide-mouth opening, making it easy to add ice cubes—perfect for keeping your drinks cool during scorching Aussie summers.

Where can I find your promotional terms and conditions?

You can find the terms and conditions for all of our promotions, including newsletter offers, discount codes, giveaways, and our monthly gift card draw, at the bottom of every page on our website. Alternatively, you can visit them directly here: Solkatt Designs Promotional T&Cs.

How do I spot a fake account or scam competition message?

Your security is our priority. Please be aware of fake accounts.

Our Official Process:
If you win one of our competitions, we will contact you directly. This will be either from our official email address or by us opening a private message from our official Facebook Page.

Red Flags (Scammers):

  • We will NEVER ask you to click a link in a social media post, comment, or bio to "claim your prize."
  • We will NEVER ask for personal or financial details via a social media link.

What to do if you're unsure:
If you receive any message (on social media or in an email) that looks suspicious:

  1. DO NOT CLICK ANY LINKS.
  2. Contact us immediately via our official Contact Us Page to verify it.

We are always reporting these fake accounts, but they can be very convincing. Please be careful.

Still need help? Send us a note.

Shop Stress-Free: Quick Delivery, Easy Returns

Free standard shipping Australia-wide.

Orders dispatched in 1-2 business days for prompt delivery.

Get hassle-free returns with our FREE 30-day return policy for damaged or faulty items.

Questions? Reach out for rapid assistance from our Brisbane team.