Frequently Asked Questions (FAQ)

1. How Quickly Can You Answer My Question?

We answer messages and emails in the order they are received and respond promptly. We mostly reply within 24 hours of receiving a message or email.

2. Can I Change My Shipping Address After My Order Has Been Placed?

Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it’s not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order number so we can attempt to correct it before your package departs. There’s no guarantee we can make the change, especially once it leaves our warehouse, but we’ll do everything we can!

3. Will My Order Come In One Package?

Depending on the size of your order, you may receive separate packages that could arrive 1–2 business days apart.

4. Out Of Stock / Backordered Items

If any of your items are out of stock, we will email you to let you know when we expect to ship them. If the items are unlikely to be restocked within two weeks, we will automatically refund you for those items.

5. I Received A Damaged Item, What Do I Do?

We apologize if your shipment didn’t arrive in perfect condition! Please contact us with your name and order number for further assistance.

6. How Can I Track My Order?

Simply go to the "Track My Order" link on our homepage or in the main menu and enter your tracking number. If you need further assistance, our team is always happy to help.

7. Why Isn’t My Tracking Number Working?

Sometimes tracking numbers will only work after they have been scanned by the courier, or they may only function on domestic orders. If your tracking number doesn’t work after 48 hours, please contact us so we can verify your shipment.

8. What Do I Do If Something Is Missing Or Damaged In My Order?

If any purchased items are missing or damaged, please contact us immediately to resolve the issue. We have a 30-day money-back guarantee from the delivery date of your order, so make sure to contact us within that time frame.

9. Can I Return My Product?

We always aim to ensure our customers love our products, but if you need to return an order, we’re happy to help. Email us directly and we’ll walk you through the process.

10. Who Bears The Shipping Cost?

We will cover return shipping costs for defective products. For any other returns (including customer remorse), the customer must cover the actual return delivery cost.

11. Contact & Support

You can reach us in several ways:
Email: info@solarvoxgreen.co.uk
Phone: +44 333 090 5684
Address: 125 London Road, Burgess Hill, RH15 8LU

Business Hours: Monday – Friday: 9:00 AM – 6:00 PM (GMT+1), Saturday – Sunday: Closed, Public Holidays: Closed.

We reply to most queries within 24 hours (excluding weekends and public holidays). For faster assistance, please include your order number (if applicable) in your message.