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Home Frequently Asked Questions

Customer service

Buying a solution to generate energy yourself is not a daily activity. Most customers have a lot of questions about these solutions. To help you with the orientation, you can find the most frequently asked questions and the corresponding answers on this page. Perhaps we can already answer your question there. Can't find the answer to your question? Do not hasitate to contact our customer service for advice or to answer your questions. Our customer service is available on working days from 7:30 - 16:00 via mail, phone, chat and Facebook..

Our customer service is there for you!

Frequently Asked Questions

Is our ordering process still is not quite clear? Or do you have some general product questions? We have listed some questions for you, which we often get from our customers. And of course you will also find the answers here!

Ordering & Payment
Go to the product of your choice and click ’Add to Cart'. Then click on 'Order' and fill in your details. Click 'Continue' and select the payment method. Then click on ‘Check order' and then 'Complete order'. You will be automatically redirected to the payment page. Complete the payment and you will automatically come on our thank you page.
It depends on your chosen method of payment if you will receive a receipt or not. If you’ve paid via PayPal for instance, you will receive a confirmation from PayPal. When paying via PayPal, you can choose to receive a payment confirmation from PayPal. You will receive no special payment confirmation from Solar Power Supply. If payment was not successful, Solar Power Supply will send an e-mail with a link to our payment environment in order to complete the payment.
Yes, once the order is shipped, we will send you an email with a Track & Trace code, this allows you to track the status of your order after 22:00h via the website of DPD or UPS. On www.dpdpredict.nl it is also possible to check the delivery time indication of packets that are going to be delivered the same day. After entering the 14-digit parcel number, is indicated the time the driver will be at the door is indicated, up to one hour precisely. Thus, it is not required to stay at home all day to receive the package. There is one exception: Products that fit through the letterbox are treated as standard mail, it is not possible to check the status of these orders.
If you have not received a shipping confirmation of your order yet, you can still change or cancel it. Please contact our customer service. If your order has been shipped, it can unfortunately no longer be adjusted.
Once we receive your order, we will send a confirmation to you by e-mail. Did you not receive this within a few minutes? To be sure look in your spam box. Is the order confirmation not in there either? Please contact our customer service.
All information about our payment methods can be found on the Payment Options page. All payments with Solar Power Supply happen within a secure payment environment.

Unfortunately it is not possible to pay afterwards. If you want more information about the available payment options, please contact our customer service or look at the payment methods on the Payment Options page.

Shipping
For orders with an order value above £ 40,- shipping in the UK will be free of charge. When the order value is below £ 40,-, the shipping costs will be £ 6,95.
The estimated date of delivery is 2 – 3 working days depending on the location the order is shipped to. DPD or UPS will keep you informed by e-mail. On the day of the delivery they will send you an estimated time window for delivery.
In most cases, your package will be delivered by DPD. Larger packages will be shipped via UPS. DPD or UPS will keep you informed by e-mail. On the day of the delivery they will send you an estimated time window for delivery.
Yes, we can basically deliver to any address in several European countries. Please contact our customer service for more information.
Returns
If your items do not meet all your needs, you can report this to us within 14 days. Report the return via the link “Report return” in 'My Account' or via the link 'Report Return" in the confirmation of your order or contact our customer service beforehand.
Despite the high quality of the products in our range, it is possible that a device is broken or becomes broken after use. We understand that is annoying! We will solve this for you. Report your return via 'My Account' on our website. Choose 'My returns' and follow the procedure. Have you not created an account? In the order confirmation you will find a link to report a return. Once you have reported a return, our customer service will contact you within one working day.
The products you wish to return, must be sent to us within 14 days after you filed a return request. You will receive a RMA number when you fill out the return form.
Did you receive your order and have you come to the conclusion that your device is not quite what you had expected? No problem. Within 14 days after you’ve received the package, you can report this to our customer service. At the moment we are working to improve our return procedure, these improvements will be launched May 2016. It is important that the products, incl. packaging are still in new condition. So check the product as you would do in the store, but do not use the product extensively. For products containing damage or usage beyond what is necessary to determine the operation, characteristics or nature of the product, we reserve the right to charge a fee.
If you apply the right of return and the products are in new condition, you will receive all the payments that you have made at that time to Solar Power Supply. Within 14 days after the return shipment has been received by us in good order, we will repay the amount in the same way as the manner in which the original transaction was made.
About (Solar) Power
Solar power generation is easier than you think sometimes. All you need is a Solar Panel and possibly a power bank to store all this free energy. There are a variety of Solar Chargers available, beginning at a low price range. It is not nearly as complicated as it seems. No hassle with cables and difficult connections. You connect your power bank or other device and leave the Solar Panel do the job. Anytime, anywhere at any place charging your phone, tablet and other devices with free energy!
The batteries in the Goal Zero Yeti solar generators are good for 5-10 years, depending on the usage. Thereafter, they can be replaced. The Goal Zero Sherpa power packs have 2,000 to 3,000 charging cycles. The Goal Zero Nomad solar panels deliver for 6 - 8 years the highest possible power and the Boulder panels extend this to about 20 years. The WakaWaka Power+ has a service life of 50,000 operating hours. If you use the WakaWaka for example for 4 hours per day, this equates to 30 years. Virtually all devices in our product range have a lifespan of at least 800 full charging cycles.
A power bank is a battery that you can use to charge your devices. There are several types of power banks available. The USB Rechargers are the most compact power banks. They are suitable to charge USB devices such as smartphones, iPods, tablets etc. Power Packs are power banks with a larger capacity and a DC output. Power Packs are especially suitable for charging laptops and SLR cameras. Most Power Packs also include a USB output, with which they can charge smartphones and tablets. The largest power banks in our range are the Solar Generators. A Solar Generator has at least one 220 V AC output, and can be used as a mini-power plant. In addition, a Solar Generator often has one or more USB outputs and DC outputs. You can use a Solar Generator to power for example a lamp, small fridge, TV, laptop etc.
A solar charger is a combination of a solar panel and a power bank (almost always a USB recharger) in one device. The energy generated by the solar panel is stored in the power bank. This electricity can be used to charge your devices.
Solar panels consist of two treated silicon layers. The bottom layer is charged positively, the upper negatively. If UV radiation shines on the panel, the electrons in these layers begin to move. Electricity is generated this way. This electricity can be stored or used immediately. To store energy, you can connect a power bank to the solar panel. Most solar panels are also suitable to directly charge, for example, a smartphone or other device. This way you are using the generated electricity immediately. It is important that the UV radiation falls directly on the panel. If a solar panel is located behind the window, the UV radiation is absorbed by the glass. As a result, significantly less energy is generated.
Large quantities & Quotes
Yes, you can practically order any device in any number. Most products in our range we have broadly in stock. If we do not have the devices in stock in our warehouse, delivery time will be slightly longer. Usually we can then deliver within a few working days.
Yes, practically all devices in our range can be printed with a logo, image or slogan. If you request a free quotation, the cost of an imprint shall be mentioned. We can also make a proof for you.
We do use volume discounts for larger quantities. Check with our customer service or request a free quote directly through our website.
Once the quotation request has been received by us, we almost immediately get started on this. Within a few hours or up to one working day you will receive our quote by email.
You will receive our quotation within one working day. If you agree with our proposal, we ask you to return it signed to us. If the intention is that the devices are printed, we ask you to attach the logo, image or slogan in EPS format. We then make a proof for you, which is submitted for approval. After the design has been approved, the printing process will be concluded. From the printing process until delivery, it takes about two weeks. If you have requested a quotation for devices without printing, the devices will be sent by us usually after agreeing to the offer. You will also receive the invoice, which must be paid within 14 days.

Need advice?

Our customer service is available at
Mon till Fri 07:30 - 16:00
by phone: +44 (0)20 ­3808 9836
During customer serivce opening times, it is possible to chat with an employee.
You can follow us via Facebook but you can also leave us a message. Our customer service provides quick response within opening hours. If you send a message after our opening hours, you will definitely receive a message the next (business) day.
Of course you can also send an email to
customer-service@solarpowersupply.co.uk