Frequently asked questions

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Shipping & Delivery

How does Shipping & Delivery work?

So you've made an order? Welcome to the SolaSpot family!

 

Solar Home Plaques

 

Our custom-made plaques are manufactured in Adelaide and shipped directly from our workshop.

Our solar garden lights are shipped directly from our wholesale suppliers in Victoria or New South Wales, using Australia Post.

 

These products have different dispatch times. If you order both, they will arrive in separate parcels with separate tracking information.

When will my order arrive?

Custom-made plaques: Please allow 2–3 weeks from placing your order to dispatch. We aim to dispatch sooner wherever possible, but recommend allowing the full three weeks.

 

Orders are grouped into weekly production batches, starting on a Monday. Your plaque is manufactured during that Monday-to-Friday production week, then packaged and dispatched the following week.

 

For example, if you order on a Wednesday, your plaque enters production the following Monday and is scheduled for dispatch the week after production.

 

Solar garden lights: These are generally dispatched within approximately two days directly from our wholesale supplier in Victoria or New South Wales.

 

Delivery time is additional to dispatch time and depends on your location and Australia Post’s standard shipping timeframes. Regional and remote deliveries may take longer.. 

How do I track my order?

We’ll email your tracking information when your shipment is arranged.

For plaques, shipping labels may be created in advance as part of our batch processing. Your tracking may initially show that shipping information has been received, with further updates appearing once the carrier receives your parcel.

If your order contains both plaques and garden lights, you’ll receive separate tracking information for each shipment.

I think my order is lost / hasn't been delivered

Check your tracking for delivery updates, collection instructions or delays. If it shows delivered, check your safe place and with other members of your household.

If you still cannot locate your parcel, or tracking has stopped updating beyond the expected delivery timeframe, email support@solaspot.com.au with your order number so we can help investigate.

Can I change my delivery address?

Email support@solaspot.com.au as soon as possible with your order number and correct address.

We’ll update it if your order has not progressed too far through dispatch. Garden lights are generally dispatched quickly, so please contact us promptly. Once a parcel has shipped, address changes may not be possible.

Do you ship Internationally?

We offer selected custom-made plaques to customers in the United States through our US storefront.

Our solar garden lights are currently available for delivery within Australia only. Available products and delivery destinations are shown at checkout.

Can I send an order as a gift?

Yes! Enter the recipient’s address as the delivery address at checkout, and use your own email address if you would like to receive the order and tracking updates.

Please allow for the relevant production and delivery timeframe when ordering for a special occasion.

 

Will my plaque and garden lights arrive together?

No. Plaques ship from our Adelaide workshop, while garden lights ship from our wholesale suppliers in Victoria or New South Wales.

They are dispatched separately and may arrive on different days. You’ll receive tracking information for each parcel.

Returns & Exchanges

Do you have a returns policy?

Yes. Please see our Refund Policy for full details.

 

Because our plaques are custom-made using your chosen details, we do not accept plaque returns or exchanges for change of mind.

 

Our plaques are covered by our 30-Day Satisfaction Guarantee, subject to its terms. If you have a concern about the quality or finish, contact us within 30 days of delivery.

 

If any product—including a solar garden light—is faulty, damaged or incorrect, please contact us so we can arrange an appropriate remedy.

 

Your rights under Australian Consumer Law apply in addition to our guarantees and policies.

How long do I have to return products?

For a claim under our plaque 30-Day Satisfaction Guarantee, contact us within 30 days of delivery.

This timeframe does not limit your rights under Australian Consumer Law. If a product develops a fault, contact us with your order details so we can assess the issue.

Please contact us before sending anything back so we can provide the correct return instructions.

Can I return my order for a refund?

Custom-made plaques cannot be returned simply because you change your mind.

A return or refund may be available under our plaque 30-Day Satisfaction Guarantee, subject to its terms.

For faulty, damaged or incorrect products, we’ll provide the appropriate repair, replacement or refund in accordance with Australian Consumer Law.

Email support@solaspot.com.au with your order number, a description of the issue and photos where helpful.

Do I have to pay for returns?

If we confirm that your product is faulty, damaged or incorrect, we’ll arrange return shipping or reimburse reasonable return shipping costs where applicable.

For returns under our voluntary plaque satisfaction guarantee, we’ll confirm any return shipping costs when reviewing your request.

Please contact us before posting your item.

How long does it take for my return / exchange to be processed?

Once we receive any required information and, where necessary, the returned product, we’ll assess your request and explain the next steps.

Processing time depends on the issue and whether a repair, replacement or refund is required. Custom-made replacement plaques may require production time, which we’ll confirm with you.

How long does it take for my refund to be processed?

Once approved, refunds are processed to your original payment method within 10 business days, or sooner where required by law.

Your bank or payment provider may take additional time to display the funds in your account.

Payment

How secure is your payment?

Payments are processed through our secure checkout and payment providers. We do not receive or store your full card details.

What payment types do you offer?

The payment methods available for your order are displayed at checkout. Available options may vary depending on your device and payment provider.

Do you have payment plan options?

Where available, buy-now-pay-later options are displayed at checkout. Approval, repayment schedules and any fees are subject to the provider’s terms.

How do I use a discount code?

Enter your code in the discount-code field at checkout and select Apply.

Check that the discount has been applied before completing payment. Codes are subject to their offer conditions and may not be combined with other promotions.

I forgot to use my discount code?

Email support@solaspot.com.au with your order number and discount code as soon as possible.

We’ll check whether the code was eligible for your purchase and whether an adjustment can be made.

What currency is the store in?

Prices and payments on our Australian storefront are in Australian dollars (AUD).

Contact Us

I have an issue with my order, what can I do?

Email support@solaspot.com.au with your order number and a description of the issue.

For product concerns, include photos or a short video where helpful so we can assess the problem and assist you.

I need to cancel or change my order?

Contact us as soon as possible with your order number and requested change.

For custom-made plaques, changes or cancellations may be possible before production begins. Once production has started, we generally cannot accept changes or cancellations for change of mind.

Garden lights are usually dispatched quickly, so changes or cancellations may not be possible once your order has been processed or shipped.

This does not affect your rights under Australian Consumer Law.

How do I contact you?

Email support@solaspot.com.au. If your enquiry relates to an existing order, include your order number so we can help you more efficiently.

How do I provide feedback?

We’d love to hear about your experience. Send your feedback to support@solaspot.com.au.

Photos of your installed plaque or garden lights are always welcome!

Where are you located?

SolaSpot is based in Adelaide, South Australia, where we custom-make and assemble our plaques.

Our solar garden lights are dispatched directly from our wholesale suppliers in Victoria or New South Wales.

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