FAQ - Answers to the most frequently asked questions

Getting Started

We are based in Brisbane QLD and Sydney NSW but we are purely online. All of our products get shipped from Brisbane.

No. We are purely located online. We don't offer click and collect. We do a flat rate Aust wide standard shipping rate of $11.99 for all orders under $99.00. For orders over $99.00, its free standard shipping. We currently ship via Aus post. 

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

 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.

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.

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

Outside of peak times we aim to get your order packaged and dropped to our nearest post office within 24-48 business hours Monday to Friday. (Sometimes due to circumstances outside of our control it may just be outside of 48 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 10-15 days.  This is covered on our shipping page. During peak times please allow us 48-72 hours to get your order packaged and sent to the post office.

If you require Express Post for any decanters, please contact us for the additional charges. You can see more here in shipping policy. 

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

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.

You can track your orders via the Australia post website.

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.

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 24-48hrs Monday to Friday. (during peak times please allows up to 48-72 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.

Every single item of ours will come in their own individual packaging, we also ensure that there is sufficient wrapping around your products, as 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.

Please allow 24-48 business hours for us (Mon-Fri excluding public holidays) to pack and send your order. If this allocated amount of time has passed please don't hesitate to contact us at sales@solkattdesigns.com and we will investigate for you.

Payment

We have a range of payment options. We offer Afterpay, PayPal, Zippay, Applepay, Googlepay and all major credit cards. 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. 

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.

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.

Yes and No. We have set up conditions on the discount codes that you cannot use them on some 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.

No. Our discount codes are not transferable and depending on each codes individual T&C's may only be used once per customer.

Returns

If you find your product has been damaged in shipping or your product is faulty please refer to our refund page. 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.

Accidents are inevitable, but regrettably, as the damage in question was not our responsibility, Solkatt Designs and its affiliated companies and subsidiaries cannot be held accountable for any harm caused by the user or owner. Our Refund & Exchanges policy details how we handle such occurrences. Glass, like many other glassware items, is delicate and prone to breakage, requiring careful handling to prevent damage, unlike steel which is more durable.

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

Please refer to 12 month internal structure limited warranty

Other

It is very common for glassware, especially hand-blown pieces, to have small air bubbles. These bubbles form naturally during the glass-blowing process when air gets trapped in the molten glass as it’s shaped and cooled. This is a normal part of the craftsmanship and does not mean your product is faulty. In fact, these air bubbles add character, making each piece truly unique and one-of-a-kind.

Our 650ml water bottles are designed to fit in most car cupholders. However, for larger sizes like the 950ml and 1.2L bottles, we recommend measuring your car’s cupholder and checking the bottle’s specifications on the product page, as some imported cars may have larger holders. Please note that our 1.9L bottles are too large and will not fit in standard 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.

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!

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

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.

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.

leak spill proof travel insulated travel cups solkatt designs

Still need help? Send us a note.

Contact Us