Frequently Asked Questions

Shipping policy

Pricing

  • For Australian and New Zealand customers:
    • Standard shipping is FREE
    • Express shipping is $5 for Australia and $10 for New Zealand 
  • For international customers prices range from $35 - $70 depending on your zone.
    • United States of America and Canada is $20
    • International is $50

Delivery times

  • Express shipping: Delivery in approximately 1-4 business days from when you receive your dispatch notification. Click here to view the eligible post codes that qualify for the Australia Post Express Post delivery.
  • Standard shipping: Delivery in approximately 5-7 business days from the moment you receive your dispatch notification.
  • International Customers: We only ship express which may take between 4-14 business days from dispatch depending on your zone and whether you’re in a city region. The below are average time frames only and regional areas may be subject to delays. 
    • New Zealand approximately 4 business days from dispatch to city areas.
    • United States of America approximately 7 business days from dispatch to metro areas.

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?
All orders placed before 11am will be dispatched that day, with any orders placed after this cut-off time dispatched the following business day. Our warehouse 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!

How 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 policy
We offer returns and exchanges subject to the following conditions:

  • Full priced items 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 have 10 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.

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. 

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.

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.

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.

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

We offer the following payment options: 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). 

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 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.