Frequently Asked Questions
How long does delivery take?
Express service delivery timeframes are based off your location to the Sydney warehouse. Metro cites across Australia are an overnight delivery excluding Adelaide and Perth which usually take 2 business days. Rural areas across Australia take anywhere between 3-5 business days.
Australia
Express Shipping (Metro Areas excluding Adelaide and Perth)
1-2 Business Days
Express Shipping (Rural Areas)
3-4 Business Days
New Zealand
Express Shipping
4-7 Business Days
United States
Express Shipping
3-7 Business Days
Orders will be delivered between Monday to Friday.
How much does delivery within Australia cost?
We offer free express shipping on all Australian orders. No charge will appear at the checkout.
How much does delivery to New Zealand cost?
New Zealand shipping is charged at a flat rate of $20.
Will I have to sign for my delivery?
We recommend that someone is present to sign for the delivery.
Do we deliver to PO Boxes or Parcel Lockers?
Yes, we do.
Will I have to pay duties and taxes?
All international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities.
Duties and taxes are the responsibility of the customer and we recommend you please check your local customs website for estimated costs.
What is our returns policy?
Sol Sana offers easy 14 day returns and 30 day exchanges from the delivery date on all items purchased through sol-sana.com and sol-sana.com.au.
Any returns outside this window, will not be accepted. A pickup is to be organised by the customer or the customer can be issued a gift card of the same original order value. Items must be returned in its original condition and should be unmarked, including the undamaged shoe box, which is deemed to be part of the item. A fee may be charged if this is damaged or marked, as it makes it unsaleable. All shoes should be tried on a carpeted surface until you are certain that you will retain the shoes. Shoes that are returned without a box, or a damaged box, marked soles or damaged or creased uppers may be rejected and be sent back to you.
Please note that any items to be returned, including the box and packaging the items come in, must be in new, unused and resalable condition. Items without a box or a damaged box may not be accepted. We advise to use a postbag or alike to send your item/s back to us - please do not place anything directly onto the shoe box as this may be deemed damaged and a re-boxing fee may be charged.
How do I return an item?
For customers within Australia and New Zealand
You will be responsible for any return shipping fees. We will not assume any liability for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled by courier or postal service.
How do I track my return?
We will be in touch once your return is received.
Can I return a sale item?
The only items excluded from our returns policy are sale items, all sale items are considered a final sale. Items purchased using a promo code or an email offer are not considered sale items and follow our regular returns policy.
Sale items may be exchanged for a different size of the same style if available.
How will I be refunded?
Refunds are reversed onto the original form of payment.
Depending on your credit card provider, refunds may take 3-10 business days to appear on your bank statement.
The total amount of the refund will be minus any shipping charges.
If the product is replaced you will not receive a refund. Alternatively, you can request a gift card.
When will I be refunded?
Once we receive your package, your refund will be processed within 5-10 business days. You will be notified by email once the refund has been processed.
What if the shoes are faulty?
Contact us to notify us of any issue and we will work with you to resolve it as soon as possible.
What do I do if I've received the incorrect item?
Contact us with your order number and style you’ve incorrectly received. Once we receive your request we will arrange a replacement or refund for you.
What is the returns policy for items purchased at a retail partner?
Items purchased from a retail partner need to be handled directly with the store.
Can I cancel an order?
If you have changed your mind and would like to cancel an order, please contact us as soon as possible. Orders which have already been shipped cannot be cancelled.
Colours
We have made every effort to correctly display the colours of our products on our website. However, due to the fact that we use flash photography and the inevitable variances between device screens, we cannot guarantee that your device will display a colour which is completely accurate.
What are our pricing and payment options?
All pricing is made in Australian dollars (AUD).
We offer the following payment options: PayPal, Visa, Mastercard, AMEX, AfterPay (Australia only).
What is Afterpay?
AfterPay allows you to complete your purchase now and make equal fortnightly payments.
Purchases can be made using AfterPay for values up to $1,200.
AfterPay customers must; be over 18 years of age, have an Australian residential address and have a debit or credit card.
When completing a purchase using AfterPay for the first time you will be charged for your first installment immediately. If you are an existing AfterPay customer your first installment will be charged to you 14 days after the date of purchase. Once your purchase is complete a payment schedule will be provided to you.
For more information on AfterPay please click here.
How do I care for my shoes?
Our shoes are hand crafted using genuine leather. Like all natural materials, leather reacts to the atmosphere. Humidity rain and sunlight can damage leather. Should a slight white coating appear on surface of leather, remove using a dry cloth. Should the leather get wet absorb the water immediately with a dry cloth. Overexposure to sunlight can stain or alter the colour of the leather.
Do gift cards expire?
Yes, gift cards purchased online expire 36 months from the date of purchase. Gift cards cannot be extended or transferred to store credit.
How do I purchase a gift card?
Gift cards are purchased online. Pick the value you want and proceed to the checkout to pay. Your gift card will be emailed to you with instructions on how to redeem it. Gift cards purchased only can only be redeemed online.
How do I redeem my gift card?
Gift cards purchased online are sent via email. The email will include a code that needs to be validated within 36 months of the purchase date.
Sol Sana will not be liable for the delivery of an electronic gift card to an incorrect or non-existent email address. It is the customer’s responsibility to ensure the gift card code is kept safe and used by the intended person.
Only gift cards issued by Sol Sana can be used on www.sol-sana.com and www.sol-sana.com.au.
Can I edit the value of a gift card?
No, once a gift card has been purchased the value cannot be altered in any way.
Can I exchange my gift card for cash?
The credit cannot be returned or refunded for cash and it does not accumulate any interest.
Can I use more than one gift card per order?
Only 1 gift card can be used per order.
For more information about Sol Sana gift cards please visit the Terms and Conditions page.
Express service delivery timeframes are based off your location to the Sydney warehouse. Metro cites across Australia are an overnight delivery excluding Adelaide and Perth which usually take 2 business days. Rural areas across Australia take anywhere between 3-5 business days.
Australia
Express Shipping (Metro Areas excluding Adelaide and Perth)
1-2 Business Days
Express Shipping (Rural Areas)
3-4 Business Days
New Zealand
Express Shipping
4-7 Business Days
United States
Express Shipping
3-7 Business Days
Orders will be delivered between Monday to Friday.
How much does delivery within Australia cost?
We offer free express shipping on all Australian orders. No charge will appear at the checkout.
How much does delivery to New Zealand cost?
New Zealand shipping is charged at a flat rate of $20.
Will I have to sign for my delivery?
We recommend that someone is present to sign for the delivery.
Do we deliver to PO Boxes or Parcel Lockers?
Yes, we do.
Will I have to pay duties and taxes?
All international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities.
Duties and taxes are the responsibility of the customer and we recommend you please check your local customs website for estimated costs.
What is our returns policy?
Sol Sana offers easy 14 day returns and 30 day exchanges from the delivery date on all items purchased through sol-sana.com and sol-sana.com.au.
Any returns outside this window, will not be accepted. A pickup is to be organised by the customer or the customer can be issued a gift card of the same original order value. Items must be returned in its original condition and should be unmarked, including the undamaged shoe box, which is deemed to be part of the item. A fee may be charged if this is damaged or marked, as it makes it unsaleable. All shoes should be tried on a carpeted surface until you are certain that you will retain the shoes. Shoes that are returned without a box, or a damaged box, marked soles or damaged or creased uppers may be rejected and be sent back to you.
Please note that any items to be returned, including the box and packaging the items come in, must be in new, unused and resalable condition. Items without a box or a damaged box may not be accepted. We advise to use a postbag or alike to send your item/s back to us - please do not place anything directly onto the shoe box as this may be deemed damaged and a re-boxing fee may be charged.
How do I return an item?
For customers within Australia and New Zealand
You will be responsible for any return shipping fees. We will not assume any liability for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled by courier or postal service.
- Contact us to receive authorisation of your return and let us know why you are returning the item. This will help us improve your next purchase with us.
- Include the original invoice number and your 4-digit order number. This will allow us to identify your order.
- Package the item(s). Please note that any item and packing to be returned must be in new, unused and resalable condition.
- Send the package using your preferred carrier, keep a copy of the tracking number, and mail within the 14-day period.
- You will receive an email to confirm your return has started.
How do I track my return?
We will be in touch once your return is received.
Can I return a sale item?
The only items excluded from our returns policy are sale items, all sale items are considered a final sale. Items purchased using a promo code or an email offer are not considered sale items and follow our regular returns policy.
Sale items may be exchanged for a different size of the same style if available.
How will I be refunded?
Refunds are reversed onto the original form of payment.
Depending on your credit card provider, refunds may take 3-10 business days to appear on your bank statement.
The total amount of the refund will be minus any shipping charges.
If the product is replaced you will not receive a refund. Alternatively, you can request a gift card.
When will I be refunded?
Once we receive your package, your refund will be processed within 5-10 business days. You will be notified by email once the refund has been processed.
What if the shoes are faulty?
Contact us to notify us of any issue and we will work with you to resolve it as soon as possible.
What do I do if I've received the incorrect item?
Contact us with your order number and style you’ve incorrectly received. Once we receive your request we will arrange a replacement or refund for you.
What is the returns policy for items purchased at a retail partner?
Items purchased from a retail partner need to be handled directly with the store.
Can I cancel an order?
If you have changed your mind and would like to cancel an order, please contact us as soon as possible. Orders which have already been shipped cannot be cancelled.
Colours
We have made every effort to correctly display the colours of our products on our website. However, due to the fact that we use flash photography and the inevitable variances between device screens, we cannot guarantee that your device will display a colour which is completely accurate.
What are our pricing and payment options?
All pricing is made in Australian dollars (AUD).
We offer the following payment options: PayPal, Visa, Mastercard, AMEX, AfterPay (Australia only).
What is Afterpay?
AfterPay allows you to complete your purchase now and make equal fortnightly payments.
Purchases can be made using AfterPay for values up to $1,200.
AfterPay customers must; be over 18 years of age, have an Australian residential address and have a debit or credit card.
When completing a purchase using AfterPay for the first time you will be charged for your first installment immediately. If you are an existing AfterPay customer your first installment will be charged to you 14 days after the date of purchase. Once your purchase is complete a payment schedule will be provided to you.
For more information on AfterPay please click here.
How do I care for my shoes?
Our shoes are hand crafted using genuine leather. Like all natural materials, leather reacts to the atmosphere. Humidity rain and sunlight can damage leather. Should a slight white coating appear on surface of leather, remove using a dry cloth. Should the leather get wet absorb the water immediately with a dry cloth. Overexposure to sunlight can stain or alter the colour of the leather.
Do gift cards expire?
Yes, gift cards purchased online expire 36 months from the date of purchase. Gift cards cannot be extended or transferred to store credit.
How do I purchase a gift card?
Gift cards are purchased online. Pick the value you want and proceed to the checkout to pay. Your gift card will be emailed to you with instructions on how to redeem it. Gift cards purchased only can only be redeemed online.
How do I redeem my gift card?
Gift cards purchased online are sent via email. The email will include a code that needs to be validated within 36 months of the purchase date.
Sol Sana will not be liable for the delivery of an electronic gift card to an incorrect or non-existent email address. It is the customer’s responsibility to ensure the gift card code is kept safe and used by the intended person.
Only gift cards issued by Sol Sana can be used on www.sol-sana.com and www.sol-sana.com.au.
Can I edit the value of a gift card?
No, once a gift card has been purchased the value cannot be altered in any way.
Can I exchange my gift card for cash?
The credit cannot be returned or refunded for cash and it does not accumulate any interest.
Can I use more than one gift card per order?
Only 1 gift card can be used per order.
For more information about Sol Sana gift cards please visit the Terms and Conditions page.