Frequently Asked Questions

SHIPPING POLICY

Please review our shipping policies below:

For Australian and New Zealand customers:
Standard shipping is FREE
Express shipping is $9.95 for Australia and $14.95 for New Zealand

For international customers prices range from $35 - $60 depending on your zone.
United States of America and Canada is $20
International ranges from $40 - $60

Delivery times

Due to the impact of COVID-19, Australia Post 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.

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 AND EXCHANGES

We offer returns and exchanges subject to the following conditions:

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

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

Shoes discounted by 50% or more are considered final sale items 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 14 days from the date of delivery to return their order.

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.

https://sol-sana.returnlogic.com/

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.

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.

ORDERING

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). 

I recently purchased at a higher price, now it's cheaper. Will you refund the difference?
Unfortunately, we won't be able to do so on this occasion as Black Friday is a recognised and advertised event. Don't miss out, mark it in your calendar. 

What is a 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 at 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.

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