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SHIPPING POLICY

AUSTRALIAN DELIVERY

SERVICE ESTIMATED TIME COST

STANDARD SHIPPING 1 item

STANDARD SHIPPING 2 items

STANDARD SHIPPING 3 items

2-8 BUSINESS DAYS

FREE* or $9.95

FREE* or $14.95

FREE* or $19.95

EXPRESS SHIPPING 1 item

EXPRESS SHIPPING 2 items

EXPESS SHIPPING 3 items

1-4 BUSINESS DAYS

$14.95

$19.95

$29.95


*Standard delivery is free for Full priced items**. Any order consisting of only a sale item (discounted product) will incur $9.95 shipping.


**Full priced items are products which remain at the initial retail recommended price displayed. 

If a welcome or birthday discount code is applied, this is considered a
 full price order and eligible for free shipping.

NEW ZEALAND DELIVERY

SERVICE ESTIMATED TIME COST

STANDARD SHIPPING 1 item

STANDARD SHIPPING 2 items

STANDARD SHIPPING 3 items

5-10 BUSINESS DAYS

FREE* or $9.95

FREE* or $14.95

FREE* or $19.95

EXPRESS SHIPPING 1 item

EXPRESS SHIPPING 2 items

EXPRESS SHIPPING 3 items

3-7 BUSINESS DAYS

$14.95

$19.95

$29.95


*New Zealand rate will fluctuate due to exchange rate variances.


INTERNATIONAL DELIVERY

SERVICE ESTIMATED TIME DUTIES & TAXES COST
INTERNATIONAL SHIPPING  6-14 BUSINESS DAYS NOT INCLUDED CALCULATED AT CHECKOUT


DELIVERY TIMES

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.


RETURNS AND EXCHANGES

Customers have 10 business days from the date of delivery to lodge a return, exchange or credit request.
Full priced items* are eligible for a refund, exchange or online store credit. This includes items with a welcome or birthday discount code applied

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

Shoes discounted by 50% or more are considered final sale items are only eligible for an exchange or an online store credit, unless deemed faulty by our team. We will provide you with a prepaid return label of which the cost of return will be deducted from the credit to be issued.

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.

Please note, if you have purchased an item on pre-order, your 10 day return window begins from the delivery of your order.

*Full priced items - Items with original RRP (Retail recommended price).


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 CREATE OR ACCESS AN ACCOUNT TO SUBMIT A RETURN REQUEST

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. 


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 and AfterPay (AfterPay only available to customers in Australia and New Zealand). 


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. 


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.