Shipping policy
Shipping Policy
Last updated: 21 August 2026
At Solenna Co., we aim to prepare and dispatch orders as quickly as possible.
This Shipping Policy applies to orders placed through our website for delivery within the United Kingdom.
Order Processing
Standard orders will normally be processed and dispatched within 3 business days of the order being placed.
Business days are Monday to Friday and exclude UK bank holidays.
Orders placed on weekends or bank holidays will begin processing on the next business day.
During particularly busy periods, promotions, launches, adverse weather, courier disruption or other circumstances outside our reasonable control, processing or delivery may occasionally take longer.
Express Orders
Where an Express Delivery option has been purchased at checkout, your order will be prioritised and expedited for dispatch.
Express delivery relates to faster processing and/or delivery using the express service selected at checkout.
While we will make reasonable efforts to dispatch express orders as quickly as possible, delivery times remain subject to the relevant courier's service and circumstances outside our reasonable control.
Free Delivery
We offer free standard UK delivery on orders containing 2 scoops or more.
Orders containing fewer than 2 scoops may be subject to the applicable delivery charge shown at checkout.
If an express delivery option is selected, any additional express delivery charge will be displayed before payment is completed.
Tracking
Tracking is included with all orders.
Once your order has been dispatched, tracking information will be provided using the contact details supplied when placing your order.
Please allow a short period after dispatch for the courier's tracking system to update.
Delivery Times
Any delivery times displayed at checkout or provided after dispatch are estimates unless expressly stated otherwise.
Estimated delivery times begin from the date your order is dispatched, not necessarily the date the order is placed.
Solenna Co. cannot guarantee a specific delivery date where delays are caused by circumstances outside our reasonable control, including:
-
Courier delays;
-
Adverse weather;
-
Bank holidays;
-
Industrial action;
-
Incorrect or incomplete delivery information;
-
Local delivery disruption; or
-
Other unforeseen events.
Nothing in this policy affects any delivery rights you have under UK consumer law.
Delivery Addresses
Customers are responsible for ensuring that the delivery address entered at checkout is complete and accurate.
Please check your delivery information carefully before submitting your order.
If you notice an error after placing your order, please contact us as soon as possible at:
We will do our best to amend the address where the order has not yet been dispatched, but we cannot guarantee that changes will be possible once fulfilment has begun.
Incorrect or Incomplete Addresses
If an order cannot be delivered because an incorrect or incomplete address was provided, the parcel may be returned to us by the courier.
Where a parcel is returned due to customer-provided address information, additional postage charges may apply if the customer requests that the order is sent again.
This does not apply where the delivery issue was caused by an error on our part.
Missed Deliveries
If no one is available to receive a delivery, the courier may:
-
Attempt redelivery;
-
Leave the parcel in a designated safe place;
-
Deliver it to a neighbour where permitted; or
-
Redirect it to a local collection point.
Please follow the instructions shown through your tracking information.
Delayed Orders
If your tracking information has not updated for an unusual period or your parcel appears significantly delayed, please contact us at:
Please include your order number so that we can investigate the delivery with the courier where appropriate.
Lost Parcels
If you believe your parcel has been lost in transit, please contact us so that we can investigate with the delivery provider.
Where a parcel is confirmed as lost before successful delivery, we will provide an appropriate resolution in accordance with your statutory rights.
Damaged Parcels
If your parcel arrives visibly damaged, please photograph the outer packaging and the affected products where reasonably possible and contact us as soon as possible.
Please email:
and include:
-
Your order number;
-
A description of the issue; and
-
Clear photographs where available.
Delivery Confirmation
A parcel may be considered delivered where the courier's tracking information confirms successful delivery to the address provided, an authorised safe place, or another location permitted by the courier's delivery instructions.
If tracking shows your order as delivered but you cannot locate it, please:
-
Check around the delivery location;
-
Check any nominated safe place;
-
Check with members of your household;
-
Check with neighbours where appropriate; and
-
Review the courier's tracking information.
If you still cannot locate your parcel, please contact us and we will assist with an investigation.
UK Delivery Only
Solenna Co. currently delivers within the United Kingdom only.
We do not currently offer international shipping through our online store.
Orders placed using unsupported delivery locations may be cancelled and refunded.
Changes to This Policy
We may update this Shipping Policy from time to time to reflect changes to our delivery services, courier arrangements, pricing or applicable legal requirements.
The version of the policy in effect when your order is placed will generally apply to that order.
Contact Us
For any questions relating to dispatch, delivery, tracking or shipping, please contact:
Solenna Co.
Email: Solennaco@outlook.com