Frequently Asked Questions

Shipping policy

Shipping Time (after you get your shipment notification!)

  • Australia: Standard 2-4 business days, Express 1-3 business days
  • New Zealand: Standard 3-10 business days
  • International: Express 3-7 business days

Note: Order processing time takes 1-2 business days.

Shipping costs

Australia - 

  1. Standard (2-4 business days): Free
  2. Express (1-3 business days): $5.00

New Zealand - 

  1. Standard (3-10 business days): Free

International - 

  1. Express (3-7 business days): $30.00

    For international orders, please be aware that your home country may charge you import taxes and customs duties when the shoes arrives at the country of destination. These duties and taxes are required to be paid by the customer. We advise contacting your local customs office for an estimate of these fees.

    When will my order ship?
    Here’s how it works: you order, we process, then we ship.

    Ordering takes a few seconds. Processing takes 1-2 business days. Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!

    How can I edit my order?
    Please note that once your order is on its way, we are unable to edit, amend or cancel the order.

    Returns policy
    Have a enquiry about our returns policy? Contact us at

    • Full priced items are eligible for a full refund, exchange or online store credit.
    • Shoes discounted by less than 50% are eligible for a full refund, exchange or online store credit.
    • Shoes discounted by 50% or more are considered final sale items

      are eligible for an online store credit only, unless the item is faulty and meets our criteria for a refund.

    Returned items must be unworn and in their original condition with all packaging still included. A re-boxing fee will apply to damaged boxes.
    Customers are to cover the cost of the return postage unless your shoes are deemed faulty by our team.
    Customers have 14 days from the date of delivery to return their order.

    How to return
    1. Visit the Return Your Order page and follow the prompts.
    2. Note down the return number on the provided return form in your order.
    3. You will receive an email with the details of how to post your return items back to us.

    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.

    Faulty or incorrect items
    Please email us at 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.

    Cancelling an order
    Once your order has been placed you may give us a call or email us to cancel your order. If your order has been dispatched we are not able to cancel or refund you. 

    Retailer partner returns policy
    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.

    COVID-19 response
    We are working hard to ensure that our staff and our customers remain safe. We are operating our business as usual with additional precautions as guided by the Australian government, industry guidelines and what we consider to be practical in the current circumstances. 

    We are operating our Sydney warehouse with a modified team ensuring they have plenty of space when working and dispatching the online orders. We have also set up hygiene stations along every step of our processes to ensure your package is sent out with the utmost and extreme care. 

    Our domestic and International delivery partners are all still fully operational and have also increased their hygiene standards and delivery practices to ensure that all public health and safety measures are met. 

    Which payment methods are accepted?
    All pricing is made in Australian dollars (AUD).

    We offer the following payment options: PayPal, Visa, Mastercard, AMEX, AfterPay, Zip Pay and Laybuy (AfterPay, Zip and Laybuy are only available to customers in Australia and New Zealand). 

    For more information on AfterPay please click here
    For more information on Zip please click here
    For more information on Laybuy click here

    What is a pre-order (or made-to-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 at the time of ordering. 

    Return window dates for pre-order items are extended, the return period is applied from the date of delivery. 

    Gift card information
    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 and

    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.