Return requests can be made via our online return portal below. Please have your order number handy.
Your return request must meet the guidelines outlined above. Sol Sana reserves the right to deny the return if the item(s) fail to meet our return policy requirements, which is in keeping with Fair Trading laws.
FAQ - Frequently Asked Questions
SHIPPING POLICY
Estimated delivery times;
AUSTRALIA
We provide complimentary FREE worldwide shipping on orders $150.00 or more. Orders below $150.00 will incur a freight charge.
- Standard Shipping: 2 to 8 business days
- Express Shipping: 1 to 4 business days
NEW ZEALAND
We provide complimentary FREE worldwide shipping on orders $150.00 or more. Orders below $150.00 will incur a freight charge.
- Standard Shipping: 5 to10 business days
- Express Shipping: 3 to 7 business days
INTERNATIONAL - USA, Singapore and Worldwide
We provide complimentary FREE worldwide shipping on orders $150.00 or more. Orders below $150.00 will incur a freight charge.
- Standard Shipping: 6 to 18 business days
- Express Shipping: 5 to 10 business days
Please note:
- Estimated shipping times are based on usual conditions and may be affected by factors outside our control, such as weather or carrier delays.
- While we work hard to ensure your order arrives on time, unexpected situations can lead to delays. We appreciate your understanding.
- Duties and Taxes not Included.
WHAT DO I DO IF I WANT MY ITEMS FAST?
If you need your order in a hurry, we recommend selecting Express Shipping at the checkout.
WHEN WILL MY ORDER SHIP?
All orders placed before 9am Sydney, Australia AEST local time, will be dispatched that day, with any orders placed after this cut-off time dispatched the following business day. Our despatch team will work hard to ensure orders are sent out as soon as possible, however please allow 3-4 business days for your order to be processed and dispatched during promotions period.
You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!
CAN I EDIT MY SHIPPING ADDRESS?
Please note that once your order is on its way, we are unable to change the shipping address. However please reach out to us and we may be able to help, email us at hello@solsana.com.
WHAT IF I WANT TO RETURN OR EXCHANGE?
No problem.....
Customers have 10 business days from the date of delivery to lodge a return, repair, exchange or credit request. Once lodged and approved we will send you a return postage label.
Full Priced items* are eligible for a refund, exchange, or online store credit. Change of mind returns will incur the cost of return postage. This includes items with a Welcome or Birthday discount code applied.
Sale or Promotion items or Discounted items that are on sale or purchased during a promotion are eligible for a refund, exchange or online store credit, minus the cost of return postage, subject to the Australian and New Zealand Consumer Law.
Final Sale or items discounted by 50% or more off the original Full Price or the RRP are considered final sale items and are ‘Non-Returnable’, subject to the Australian and New Zealand Consumer Law.
Returned items must be unworn and in their original condition with all original packaging still included. Items that do not meet this requirement may be rejected & returned to you as the customer.
For pre-order items, your 10-day return window begins from the delivery of your order. Shipping charges are non-refundable, except when a product is deemed faulty by us.
*Full priced items - Items with original RRP (Retail recommended price).
HOW DO I LODGE A RETURN ?
For Australian customers, if you’re returning for store credit or exchanging (full priced items only - please read above policy regarding final sale and discounted product), we’ll cover your shipping costs. So simply book your return or exchange through the portal, select store credit, or exchange, and we’ll send you a free shipping label. If you're requesting a refund, you will be responsible for any return shipping fees.
Customers outside Australia, 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.
Any customs and import duties paid are non-refundable.
Sol Sana does not have any physical retail stores.
FAULTY OR INCORRECT ITEMS ?
Please email us at hello@solsana.com with your order number and a brief description of the fault/incorrect shoe(s) and we can resolve this for you. Images of the fault or incorrect item would be highly helpful. Faults must raised with us within 48-hours of receiving the shoes.
If you have been supplied the incorrect item please let us know and we will resolve the issue quickly at our care. Email us at hello@solsana.com
RETAIL PARTNER RETURNS
Any purchases made at one of our retailers must be returned back to the original location. Our online returns policy does differ from our retailers policy so we recommend contacting the retailer for more information.
CANCELLING AN ORDER
Once your order has been placed please email immediately hello@solsana.com. If your order has been dispatched we are not able to cancel or refund you. But we are here to help so pleasse reach out to us.
PRE-ORDER
This means that you are able to purchase the shoe first before it arrives to our warehouse. It is the best way to guarantee a purchase of that shoe in your size before it sells out!
Pre-order products are subject to different and estimated delivery dates which will display underneath the add to cart button on the product page and at checkout, during the time of ordering.
We will send emails with updates on the estimated delivery date or in case of delays. Pre-order products must be fully paid for at the time of purchase.
Entire orders will not be shipped until all items are in stock.
Return window dates for pre-order items are extended, the return period is applied from the date of delivery,
SHOE COLOURWAYS VARIATIONS
We have made every effort to correctly display the colours of our products online. However, due to the fact that we use flash photography, as well as the inevitable variances between computer and phone screens, we cannot guarantee that your device will display a colour which is completely accurate.