- Orders & Shipping
Which shipping carriers do you use?
All orders are shipped internationally from our fulfillment center in Singapore using priority courier services, including DHL, FedEx, and UPS, to ensure reliable delivery to European destinations.
What is the order processing time?
Orders are processed within 1 to 3 business days following order confirmation. Orders placed on weekends or public holidays are processed on the next business day.
How long does delivery take?
Estimated transit time is 5 to 9 business days from the date of dispatch. Delivery timeframes are estimates and commence from the date of shipping, subject to customs clearance and local carrier operations.
How can I track my shipment?
You will receive automated email notifications sent to your registered email address at key milestones, including order fulfillment, arrival at the logistics hub, and local dispatch, complete with tracking information.
What happens if my delivery is delayed?
If your shipment exceeds the standard delivery window, please contact our support team. We will initiate an official investigation with the carrier. Depending on the carrier findings, we will issue a full refund or arrange a replacement shipment.
- Payments & Transactions
What payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard, and American Express, as well as digital payment solutions such as Apple Pay, Google Pay, and supported electronic wallets.
When is my payment charged?
Payment is authorized and captured securely at the time your order is placed. All transactions are processed through encrypted payment infrastructure.
Is my payment information secure?
Transaction processing adheres to stringent data security standards. Payment credentials are encrypted during transmission and are not stored on our servers.
- Returns, Refunds & Consumer Rights
What is your return policy for European customers?
In compliance with European consumer protection legislation, customers residing in the European Union have the right to withdraw from the purchase contract within 14 days from the day after physical receipt of the goods, without providing any reason.
How do I initiate a return under the 14-day withdrawal right?
To exercise the right of withdrawal, you must notify us of your decision by email at merchandiser@solidblackout.com within the 14-day period. Items must be returned unused, in their original packaging, and in a resalable condition. Return shipping costs for standard change-of-mind returns are the responsibility of the customer.
What should I do if my item arrives damaged or defective?
If you receive a product that is defective or damaged, please contact our customer support team via email within the statutory notification period and provide photographic evidence of the defect or damage.
Do I need to return defective or damaged items?
For verified defective or damaged items supported by photographic evidence, physical return of the item is not required. Upon verification, we will process a full refund or dispatch a replacement item promptly.
When will my refund be processed?
Approved refunds are processed using the original payment method within 14 days of receiving the returned goods or, in the case of defective items, upon confirmation of the photographic evidence provided.
- Company & Contact Information
Who operates this website?
This website is operated by Solidblackout, registered and operating from Singapore.
What is your business address?
81 Ubi Avenue 4, #01-07 UB.One, Singapore 408830.
How can I contact customer support?
You may reach our customer service team by telephone at +65 6385 0506 or by email at merchandiser@solidblackout.com.