Frequently Asked Questions

SHIPPING POLICY

AUSTRALIAN DELIVERY

SERVICE ESTIMATED TIME COST
FREE STANDARD SHIPPING 2-8 BUSINESS DAYS FREE
EXPRESS SHIPPING 1-4 BUSINESS DAYS $9.95

NEW ZEALAND DELIVERY

SERVICE ESTIMATED TIME DUTIES & TAXES COST
STANDARD SHIPPING  6-27 BUSINESS DAYS NOT INCLUDED $9.95
EXPRESS SHIPPING
3-5 BUSINESS DAYS
NOT INCLUDED $12.95

INTERNATIONAL DELIVERY

SERVICE ESTIMATED TIME DUTIES & TAXES COST
INTERNATIONAL SHIPPING  6-27 BUSINESS DAYS NOT INCLUDED CALCULATED AT THE CHECKOUT

DELIVERY TIMES

Due to the impact of COVID-19, Australia Post or our chosen courier service has advised that there may be some delays to their delivery service. If you need your order in a hurry, we recommend selecting Express Shipping at the checkout. Limited flights have caused delays for some international deliveries.

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 teamw 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.

RETURNS AND EXCHANGES

We offer returns and exchanges subject to the following conditions:

Full priced items are eligible for a refund, exchange or online store credit.

Sale or promotion items that are on sale or purchased during a promotion are eligible for an refund, exchange or online store credit.

Shoes discounted by 50% or more are considered final sale items including items marked as 'WAREHOUSE SALE' and cannot be returned for a refund, exchange or store credit, other than in the event of them being faulty.

15% off welcome code - full priced items purchased with a welcome discount code are still eligible for a refund or online store credit. Discounted or sale items purchased with a welcome code are eligible for an online store credit.

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 have 7 days from the date of delivery to lodge a return, exchange or credit request.

HOW TO LODGE A RETURN

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.

CLICK HERE TO SUBMIT A RETURN REQUEST

For Australian and New Zealand customers, if you’re returning for store credit or exchanging, 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 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.

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 contact@sol-sana.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. 

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.

AVAILABLE PAYMENT METHODS

All pricing is currently made in Australian dollars (AUD).

We offer a variety of payment options including PayPal, Visa, Mastercard, AMEX, AfterPay, Klarna, Laybuy and Zip (AfterPay, Klarna and Zip are only available to customers in Australia and for New Zealand customers, Afterpay and Laybuy is available). 

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. 

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,

COLOURS

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.