Can't find the answers you need below? Contact our customer service team.
klantenservice@sola-cutlery.com
Order & Pay
How do I place an order?
Our products can be ordered in the webshop. In the webshop, add a product to the shopping cart. Open the shopping cart to check out its contents. Review your order, enter your address details and email address. Choose a payment method and complete the payment. After a successful order, you will immediately receive a confirmation on the screen.
In addition, we will send a confirmation of your order to the email address you provided. Unfortunately, our staff cannot accept or place orders by phone.
Can I change or cancel my order?
Are you having doubts about your order, did you not order the right item, or would you like to change your order? Unfortunately, it is not possible to change or cancel an order that has already been placed.
Did you order the wrong product? You can request a QR code or return label online and return your order.
Can I have an order sent as a gift?
No, unfortunately that is not possible. At this moment, we do not offer gift wrapping or the option to add a personal message to your order.
A product is sold out. When will it be back in stock?
Are you looking for a product that is no longer in stock? Please feel free to send an email to our customer service with the name of the product in question. We are happy to look into it for you!
Which payment methods do you accept?
You can easily pay for your order in our webshop via iDEAL/Wero, credit card (Mastercard and Visa), Apple Pay, or afterwards via Klarna.
I have not received an order confirmation, what now?
You can easily order, pay for, and have your products delivered to an address within the Netherlands or Belgium via our website. Once your order has been received, you will automatically receive an order confirmation email. When entering your details, please ensure that you provide the correct email address. Have you not received a confirmation email?
Please contact our customer service.
Where can I find my invoice?
As soon as your order has been shipped, you will receive the order confirmation via email. Would you like to receive an invoice? Please contact our customer service.
Send
What are the shipping costs?
For orders with an order value over € 40,-, shipping within the Netherlands and Belgium is free. For orders with an order value lower than € 40,-, the shipping costs are € 6.95 in the Netherlands and € 8.95 in Belgium.
For Germany, the minimum order value for free shipping is € 60,-. Orders with a lower order value pay € 9.95 in shipping costs.
What is the delivery time?
We cannot accept returns on certain items. This is clearly indicated before purchase.
When will I receive my order?
If you place your order on business days before 2:00 PM, we will ship your package the same day via DHL. Do you order after 2:00 PM, on the weekend, or on a public holiday? Then your order will be processed and shipped via DHL on the next business day. Packages shipped within the Netherlands are generally delivered the following business day.
You can have your order from the Sola webshop delivered to any address you choose within the Netherlands and Belgium.
I have not received a Track & Trace. What now?
Haven't received a Track & Trace code within two working days of placing your order? Something may have gone wrong, for example, due to a typo in the email address provided. In that case, please feel free to contact our customer service. We are happy to help.
I have not received my order. What can I do?
Have you received a confirmation email for your order and an email from DHL with a Track & Trace code, but your order has not been delivered? Please check the status of your package using the Track & Trace code.
If the Track & Trace indicates that your package has been delivered, but you have not received anything, please contact DHL to locate your package.
If you are unable to resolve the issue with DHL or if there are other problems with the delivery, please contact our customer service department.
My order arrived damaged or incomplete. What should I do?
We do our utmost to process your order carefully and deliver it complete. However, something may unexpectedly go wrong during transport.
Therefore, please check immediately upon receipt whether your order is complete and whether the products are undamaged. Is an item missing or have you received a damaged product? Please contact our customer service as soon as possible.
To process your report correctly, we ask you to notify us of a missing or damaged item within 48 hours of receiving your order. Unfortunately, we can no longer process reports made after this period.
Returns
How do I return my order?
You have the right to return your order within 14 days of receipt without giving any reason. You can easily return your order using the DHL return label or the QR code that you can request via your account.
Step 1: Log in to your account
Open your order via the link in your order confirmation or log in directly to
your account via our website. Log in with your email address and the code you receive
by email.
Step 2: Request a return
Choose ‘Request a return’ and follow the steps shown on the website.
Step 3: Pack and return label
Pack the unused products in the original packaging or in protective packaging suitable for shipping. Use the DHL return label or the QR code.
Step 4: Ship
Go to the nearest DHL parcel point or DHL parcel locker and ship your parcel. Keep the shipping receipt with the track & trace code until your return has been fully processed.
For returns, we charge € 6.95 in the Netherlands, € 8.95 in Belgium, and € 9.95 in Germany. This amount will be deducted from the purchase amount to be refunded.
To which address should I send my return shipment?
You can send your return shipment to the address below:
Sola B.V.
Van Reenenweg 155
3702 SJ Zeist
What is your return policy?
To process your return, we ask that you
take the following conditions into account:
- You return the product within 14 days of receiving your order.
- The return period begins on the day you, or a person designated by you, received the order.
- The product is unused, undamaged, and in its original packaging.
- The return shipment has been registered online in advance.
Are there any return fees?
Yes, for returning an order we charge return shipping costs of € 6.95 in the Netherlands and € 8.95 in Belgium.
In the event of a full return, you will receive a refund of the full purchase amount, including the original shipping costs, if you paid them. The return costs of € 6.95 in the Netherlands, € 8.95 in Belgium, and € 9.95 in Germany will be deducted from this amount.
In the event of a partial return, you will receive a refund for the purchase price of the returned products. In this case, the return costs of € 6.95 in the Netherlands, € 8.95 in Belgium, or € 9.95 in Germany will also be deducted from the amount to be refunded.
When will I receive my refund?
We will refund the amount within 14 days of receiving your return, provided the product is received in good condition. For a successful return, we ask that you return the product unused, undamaged and
in the original packaging.
You will not receive a separate confirmation of the receipt or processing of your return.
How do I return a purchase from the store in Zeist?
For purchases made at our store in Zeist,
a different return policy applies.
- Exchanges or returns are possible within 14 days, exclusively upon presentation of the original receipt.
- The item must be unused and in its original packaging.
- We do not provide cash refunds. Any refunds will be processed exclusively via debit card refund to the same card used for the original payment.
- You may also choose to exchange the item or receive a store credit.
This policy applies only to in-store purchases. For
online orders, the statutory 14-day right of withdrawal applies (as
described above).
Warranty
How long is the warranty on my product?
Legal guarantee
You are entitled to a good product. This means that a
product must meet what you can reasonably expect from it, taking into account the type of product, the price, and the intended use. If a product does not meet these requirements, you are entitled to free repair, replacement, or – if that is not
possible – a refund of the purchase price. These legal rights
apply independently of our manufacturer's warranty and within a reasonable period after purchase.
Manufacturer's warranty
Our products are covered by a manufacturer's warranty against
material and manufacturing defects under normal domestic use.
- 10-year warranty on stainless steel products with the
Sola logo. - For other products, such as non-stick pans, kitchen knives, and accessories, the warranty period stated on the relevant product page applies.
Please note: The warranty period does not mean that a
product will remain free from normal wear and tear or
signs of use throughout that entire period. The expected lifespan also depends on the degree and nature of
the use.
What is not covered by the warranty?
The following situations are generally excluded from the
warranty:
- Wear and tear due to normal or intensive use, including:
- wear or reduced performance of non-stick coatings;
- wear or discoloration of enamel;
- scratching of stainless steel or coatings.
- Discoloration or limescale build-up due to the use of hard water.
- Deformation caused by overheating or boiling dry.
- Use on unsuitable heat sources (such as
induction for a pan not suitable for it). - Use of scouring pads or aggressive cleaning agents.
- Damage caused by dropping, impact, or the use of metal kitchen utensils.
- Repairs or modifications by third parties.
- Commercial or professional use.
How do I submit a warranty claim?
Do you believe there is a material or
manufacturing defect? Please submit a warranty claim by following the steps below:
1. Contact our customer service team at klantenservice@sola-cutlery.com.
2. Include a copy of your proof of purchase, along with a clear description of the problem and a few sharp photos of the product.
3. If necessary, we will ask you to send the product to us for further assessment.
If your warranty claim is valid, we will of course reimburse the shipping costs.
Assessment of a warranty claim
Sola reserves the right to physically inspect the product and assess the cause of the defect before a warranty claim is honored. Based on this assessment, it will be determined whether the defect falls within the terms of the manufacturer's warranty or is the result of use, maintenance, or wear and tear.
Every warranty claim is assessed carefully and individually. During the assessment, we look at factors including:
- the nature of the product;
- the manner in which the product has been used and maintained;
- the period in which the defect occurred.
When it appears that a defect has been caused by normal wear and tear, improper use, or insufficient maintenance, unfortunately, no claim can be made under the manufacturer's warranty.
Specifications
Is my cutlery dishwasher safe?
Cutlery made of 18/10 and 18/0 stainless steel can be cleaned in the dishwasher, unless stated otherwise. For colored cutlery (PVD),
different maintenance instructions apply than for stainless steel cutlery without
a coating. View our maintenance instructions here.
Can colored cutlery (black, gold, and copper) go in the dishwasher?
Colored cutlery is made of 18/0 stainless steel. It is also referred to as PVD (Physical Vapor Deposition) cutlery. The set is not dishwasher safe. To keep the finish looking beautiful for a long time, we recommend washing this cutlery by hand.
Why do rust spots or flash rust appear on my cutlery?
Moisture is the most common cause of flash rust. To prevent cutlery from rusting, it is important to store it dry, preferably immediately after washing up or at the end of the dishwasher cycle.
Do not leave dirty dishes standing for too long and do not spill dishwasher salt in the dishwasher. Furthermore, rust can occur due to contact between different types of stainless steel. Knives are made from a different type of steel, for instance. Therefore, keep knives separate from forks and spoons. This prevents corrosion.
How do I remove flash rust?
Flash rust or contact corrosion is usually easy to remove. Carefully polish the cutlery clean with a soft cloth or sponge and a mild cleaning agent, such as Cif. Then rinse the cutlery thoroughly and
dry it carefully.
Why is my cutlery discoloring?
Over time, cutlery can become discolored, especially when it is cleaned regularly in the dishwasher. This can have various causes, such as changes in the composition of dishwashing detergents and dishwasher tablets. With silver-plated cutlery, discoloration can also occur due to wear of the silver layer.
To prevent discoloration as much as possible, we recommend removing the cutlery from the dishwasher once the program has finished, drying it thoroughly, and following the recommended maintenance instructions. For silver-plated cutlery, we recommend hand washing. This will preserve the shine and the silver-plated layer for as long as possible.
Can I order individual parts or an expansion set?
Whether you can expand a cutlery set depends on a
number of factors. Which model do you currently own? Depending on the
model, it is possible to expand your cutlery with individual items or a
complete set.
Individual items for many of our cutlery models are
available in our webshop and in our store in Zeist. View our range
of individual cutlery pieces here.
It is, of course, also possible that you have a cutlery set that
is no longer in our range. In that case, we recommend that you look in our
webshop for a model that most closely resembles your current set.
Are you unable to figure it out? Please feel free to send a
photo of your cutlery to our customer service department. We are happy to help you!
Can I have my knives sharpened?
It is
possible to have your knives sharpened by us. There are three
different options for this. It is not possible to wait in the shop while
your knives are being sharpened.
1. Drop off and pick up knives in
Zeist
You can bring your knives to us in Zeist. You pay the sharpening costs in
the shop. As soon as the knives have been sharpened, we will let you know that you can
pick them up.
2. Send in knives and pick up in
Zeist
You can send your knives to us. As soon as we have received and
sharpened the knives, we will contact you. You can then pick up the knives in the shop
and pay the sharpening costs.
3. Drop off knives in Zeist and
have them returned by post
You can bring your knives to us in Zeist. You pay the sharpening and shipping costs of
€ 6.95 in the shop. As soon as the knives have been sharpened, we will send them
back to you.
Pans
Are the pans suitable for induction?
Not all pans are suitable for induction cooking.
Induction hobs work with a magnetic field. Therefore, the bottom of a
pan must be magnetizable to be able to generate heat.
Suitable for induction are, among others:
- cast iron pans;
- stainless steel pans with a magnetic bottom;
- aluminum, copper, or ceramic pans that are equipped with a special induction bottom.
Are you in doubt whether a pan is suitable for induction? Check
the product specifications or the induction symbol on the packaging or the bottom
of the pan.
Are the pans suitable for all heat sources?
Suitability for different heat sources varies by pan. Most Sola pans are suitable for all common heat sources, including gas, electric, ceramic, and induction. Therefore, always check the product specifications of the specific pan for the exact features and suitability.
Can the pans go in the oven?
Suitability for different heat sources varies per pan. Most Sola pans are suitable for all standard heat sources, including gas, electric, ceramic, and induction. Therefore, always check the product specifications of the pan in question for its exact features and suitability.
Can my pan go in the microwave?
It is a common question: can my pan go in the microwave? The answer is short and simple: no. It is actually very dangerous to heat a pan in the microwave. This is due to the composition of the pan. A microwave is not suitable for metal objects, such as steel, aluminum, and cast iron. This can create dangerous situations, such as sparking or even fire.
Therefore, always heat up food using a suitable heat source.
Always check the product specifications of the pan in question to see which heat sources it is suitable for.
Are the pans dishwasher safe?
Most Sola pans are dishwasher safe. However, to maintain the quality, shine, and any non-stick coating for as long as possible, we recommend washing the pans by hand. Always consult the product information for the specific pan for the correct maintenance instructions.
What is PFAS and how do I recognize a PFAS-free pan?
PFAS is a collective term for thousands of chemical substances
that can repel water, grease, and dirt. As a result, PFAS have been used for years
in all kinds of products, including some non-stick pan coatings. Because there
is increasing attention for these substances, many people are consciously looking for PFAS-free pans.
But what does PFAS-free mean exactly, how do you recognize such a pan, and which
alternatives suit your way of cooking? Read more here.
How do I maintain a ceramic non-stick pan?
Thanks to the ceramic non-stick coating, the pan is easy to
clean. Usually, a soft cloth or sponge is enough to get the pan
clean again. For stubborn residue, you can safely put the pan in the
dishwasher without affecting the quality of the coating.
Do I need to season my pan?
No. Sola pans do not need to be seasoned. Wash the pan before first use with warm water and a mild detergent and dry it thoroughly. The pan is then immediately ready for use. Always consult the included user manual for the specific maintenance instructions for your pan.
Maintenance & Product information
How do I remove limescale or burnt-on residue?
White dots or spots in the pan are usually caused by limescale or salt deposits. This is a normal phenomenon and does not affect the quality or performance of the pan. You can easily remove these deposits by boiling the pan with a little white vinegar or by carefully cleaning it with a soft sponge and a mild cleaning agent, such as Cif.
For burnt-on food residue, it is best to first soak the pan in warm water with a little dish soap. Then carefully remove the residue with a soft sponge. Do not use scouring pads or
other abrasive cleaning agents, as these can damage the surface of the pan.
What are the dimensions of a product?
You can find the dimensions of each product on the product page on our website. All important characteristics of the relevant model are listed under product specifications or additional information, including the dimensions and any other relevant specifications.
Can't find the information you're looking for?
Please feel free to contact our customer service team. We are happy to help.
How do I contact customer service?
Do you have a question about our products or an order?
Please feel free to contact our customer service. You can send us an email
via klantenservice@sola-cutlery.com
or use the contact form on our website. We will contact you as soon
as possible.
To help you as quickly as possible, we ask you to
include the following information:
A clear description of your question or complaint.
- A photo or scan of the purchase receipt or a digital invoice.
- Clear photos of the damaged or defective item.