Frequently Asked Questions

• Where are you located?
• We are located in Brisbane QLD and Sydney NSW. All of our products get shipped from Brisbane.

• Can I get my items personalised? Get I get stuff engraved on my my items?
• Unfortunately at this stage we do not offer personalised engraving on our products. 

• Can I use my discount code on sale items?
• No. We have set up conditions on the discount codes that you cannot use them on items that are already discounted, due to some who have been stacking them up and it actually caused us a massive financial loss. We do apologise for this inconvenience. For more information please see our discount code terms and conditions here.

• Are all items on the website in stock ready to be delivered and are you a drop shipping company?
• No we are not a drop shipping company, everything that we offer we have in our warehouse and everything that we have on our site that says "in stock" is ready to be shipped out within 24hrs. (during peak times please allows up to 48 hrs) If there are items that says out of stock, we will update that product once new stock has arrived. We will not continue selling our products if there is not stock so no long wait times.

• Do you have any store locations?
• No. We are purely located online. We don't offer click and collect. We do a flat rate Aust wide standard shipping rate of $9.95 for all orders under $99.00. For orders over $99.00, its free standard shipping. We currently ship via Aus post. 

• How will i be notified when my order has been fulfilled and can I track it?
• Once we have packed and sent your order you will receive a email with a tracking number. ( Please check your junk/spam folder) We also keep track of your orders as well to ensure that your package gets to you.  If for any reasons we notice any weird delays or anything out of the regular, we will contact you to keep you updated and we will contact Austpost you do not need to do anything we will handle it all.

• How Long does shipping take and why don’t you offer Express post?
• Outside of peak times we aim to get your order packaged and dropped to our nearest post office within 24 hours Monday to Friday. (sometimes due to circumstances outside of our control it may just be outside of 24 hours.) Shipping can take anywhere between 3 - 8 business days. But we have found for the more remote parts of of Australia shipping can take up to 10 days.  This is covered on our shipping page. During peak times please allow us 48 hours to get your order packaged and sent to the post office.
• Now for not offering express post, we are doing this for you the customer to save you alot of money. As Austpost cant guarantee their express post services as this time, if we did charge you the express post prices, you will find that you have paid far more for your items to arrive at the same timeframe as standard.  You can see more here in shipping policy. Once Austpost have resumed their Express post service we will begin to offer that. You can always check their updates here.

• I have a question and cannot find where to contact you?
• The most easiest way to contact us is via our email which is monitored all day and into the night.You can find our contact details on our Contact us page. If your question or concern is more complex we will reach out to you via phone ( but we will send you a text saying its us, just so you know its not another scam caller.) But if you do prefer to communicate just through email that is ok by us as well. We will work with you.

• If I have received a faulty product how do i get in touch?
• If you find your product has been damaged in shipping or your product is faulty please refer to our refund page here. If we find that it fits the criteria set out in our policy you will be refunded everything that you have paid including postage. Please note we do not offer refunds or exchange on change of mind products. Also please ensure that you contact us right away, but again refer to our refund policy page for more information.

• How do you pack our orders. Are they just thrown into a shipping box?
• Every single item of ours will come in their own individual packaging, we also ensure that there is sufficient foam and wrapping around your products, a we at Solkatt Designs think that packaging is just as important. So you can be rest assured your items are not just thrown into a box. 

• Why should I trust your company, when you have such a small amount of review's?
• As we are a brand new company, and even though we do have a reviews app that will send out review emails for the customers to fill in, we do understand that not everyone likes to fill these in. We do not want to be like some companies and make fake reviews to make us look better. We actually value what our customers have to say and feedback is greatly appreciated, cause if we don't know that something is not working and we are not told by you, then there is no way for us to find a better solution. (For example the issues some of customers faced with the straw lids.)
• So we really do value feedback and we also do offer a discount code for everyone who leaves us a review as we do know everyone is busy and we thank you for taking some of your time out of your busy day to do this for us.

• Why do you have your facebook messages turned off. I tried to contact you but there is no option on your page?
• Unfortunately we had no choice to disable this due to being inundated with scammer’s filling up our inbox. So we had to for our own sanity disable it on facebook. But you can contact us through here. 

• What payment options do you have?
• We have a range of payment options. We offer Afterpay, PayPal and all major credit cards. We are looking to be able to offer Zippay at a later stage. Our site is SSL protected and we do not store any of your banking or card information on our site. Our checkout has the highest security measure in place, so you can be rest assured that your details are safe.

• If i sign up to your newsletter can I unsubscribe at any time and how often do you send out emails?
• Yes you can always unsubscribe at any time. We do not like our own inboxes getting filled up constantly with marketing emails, so we will not be doing that with  our customers. We aim to send out a newsletter at least every 2-3 weeks or even just once a month. There is some perks of joining our newsletter, discount codes, be the first to know about any competition's we will be running, any new product lines and discount codes we will randomly put out just for our customers.

• 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.

• I have noticed on your social media pages accounts that look like you are asking me to click a link to collect a prize. Are these legit?
• NO THESE ARE NOT US!! We will NEVER ask you to click on any link on our social media posts to collect a prize. We will be in contact with the winners from our competition’s ourselves either through email or we will open up our Facebook messenger and reach out.  If at any time you are not sure it is us please email us. But I can not stress enough please do NOT click on any links. And also the same goes with emails. If you get any that you are not sure of please contact us right away on our contact us page here. 
• We do report these fake account's and we do let people know these accounts are not us but sometimes they do look so convincing. So please be careful online.

• I am not on your newsletter so how can i find out about new products, sales or discounts?
• We are active on social media. We only have one of each of these social media pages - Facebook, Instagram, Tiktok, Snapchat, Vimeo, Twitter and Pinterest. We don't advertise on all of these platforms, but we have had to claim our business name due to others claiming it and we didn't want any of our customers to be scammed. 

Last updated 27/10/2023