FAQs

Quick answers to common questions about solidfence.

General Questions

What is solidfence?

solidfence is a UK home decor studio operated by JACKSONS JOINERY & FENCING LIMITED. We curate high-quality home decor pieces designed to bring warmth, character, and lasting style to every room.

Where are you based?

We are a UK-registered company based in Cleveland, England. Our registered address is 88 Coronation Road, Loftus, Cleveland, TS13 4PS.

Do you have a physical showroom?

At this time, we operate exclusively online through solidfence.shop. This allows us to keep prices fair and reach customers across the entire United Kingdom.

Orders & Payment

What payment methods do you accept?

We accept all major debit and credit cards including Visa and Mastercard, processed securely through Stripe. All transactions are encrypted and PCI-DSS compliant.

What currency are prices listed in?

All prices on our store are listed and charged in Great British Pounds (£ GBP).

Will I receive an order confirmation?

Yes. As soon as your payment is processed, an order confirmation email will be sent to your registered email address. If you do not see it within a few minutes, please check your spam or junk folder.

Can I cancel or change my order after placing it?

We process orders quickly to ensure fast delivery. If you need to cancel or modify an order, please contact us immediately at support@solidfence.shop. We will do our best to accommodate your request before the item is dispatched.

Shipping & Delivery

Where do you ship?

We ship exclusively within the United Kingdom. We do not currently offer international shipping outside of mainland UK addresses.

How much is shipping?

We charge a flat rate of £7.00 GBP per order, regardless of size or destination within the UK. This covers fully tracked courier delivery.

How long will my order take to arrive?

Total estimated delivery time is 3–6 business days from the moment you complete payment. This includes 1–2 business days for handling and 2–4 business days for transit.

How can I track my order?

Once your package is dispatched, you will receive an automated email containing a live tracking link. Please allow up to 24 hours for the courier tracking link to update its initial status. You can also visit our Track Your Order page.

Returns & Refunds

What is your return policy?

We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return. Items must be unused, unaltered, and in their original packaging. Please review our full Return & Refund Policy for complete details.

Who pays for return shipping?

Customers are responsible for paying their own shipping costs for returning an item. We recommend using a tracked service or shipping insurance, as we cannot guarantee refunds for items lost or damaged in transit.

How long do refunds take to process?

Once your returned item is delivered and inspected, approved refunds are processed immediately back to your original payment method. It takes approximately 7 business days for the funds to appear in your account.

What if my item arrives damaged?

Please inspect your shipment immediately upon arrival. If an item is defective, damaged, or incorrect, contact us at support@solidfence.shop or call +44 7418 335183 within 48 hours of delivery. We will arrange a replacement or prepaid return label at our expense.

Product & Care

Are your products high quality?

Absolutely. Every item in our collection is carefully selected for its material quality, craftsmanship, and durability. We inspect products before dispatch to ensure they meet our standards.

How do I care for my home decor items?

Care instructions vary by product. Where applicable, specific care guidelines will be included with your item or detailed on the product page. For general advice, feel free to contact our support team.