Shipping and Returns
Shipping times will vary depending on the time of the order. All of our orders are dispatched within 2 business days.
Sol Sana orders are delivered Monday to Friday.
- Australia: delivery within 1-3 business days.
- New Zealand: delivery within 5-7 business days`.
- United States and Canada: delivery within 3-7 business days.
Please note: orders are not shipped and/or delivered on weekends or holidays.
How much does delivery within Australia cost?
Shipping is charged at a flat rate of $10 and all orders over $100 receive complimentary shipping.
How much does delivery to New Zealand cost?
New Zealand shipping is charged at a flat rate of $20.
Will I have to sign for my delivery?
We recommend that someone is present to sign for the delivery.
Do we deliver to PO Boxes or Parcel Lockers?
Yes, we do.
What is our returns policy?
We only accept items purchased on all full priced products through www.sol-sana.com and www.sol-sana.com.au if you have purchased your shoes from a stockist please return the item to the same stockist with your receipt for further assistance. Items may be returned or exchanged within 14 days from receiving your items for a full refund or exchanged with a 30 day period. Any returns outside this window, will not be accepted. A pickup is to be organised by the customer or the customer can be issued a gift card of the same original order value. Items must be returned in its original condition and should be unmarked, including the undamaged shoe box, which is deemed to be part of the item. All shoes should be tried on a carpeted surface until you are certain that you will retain the shoes. Shoes that are returned without a box, or a damaged box, marked soles or damaged or creased uppers may be rejected and be sent back to you.
Please note that any items to be returned, including the box and packaging the items come in, must be in new, unused and resalable condition. Items without a box or a damaged box may not be accepted. We advise to use a postbag or alike to send your item/s back to us - please do not place anything directly onto the shoe box as this may be deemed damaged and a re-boxing fee may be charged.
Shipping charges for any returned item are the customer’s responsibility at the point of refund. 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. It is highly recommended that you use a service that allows you to track and trace your returned products.
When returning your product, please include your completed returns form. If you do not include this, we may be unable to identify and process your return.
What is our Christmas returns policy?
Extended returns (up until January 15, 2019) apply to Orders placed between 1st December - 31st December 2018.
Can I return a sale item?
We do not accept returns (refund) on any sale items unless deemed faulty.
Sale items may be exchanged for a different size of the same style if available.
We accept returns (refunds) for any purchases made during the Vogue Online Shopping Night should the item normally be full-priced.
Can I cancel an order?
If you have changed your mind and would like to cancel an order, please contact us as soon as possible. Please note that orders which have already been shipped cannot be cancelled.
Have you received my item?
We will be in touch with you via email as soon as we receive your item. If you have any questions regarding the status of your return, please contact us at email@example.com.
How will I be refunded?
Refunds are reversed onto the original form of payment.
Depending on your credit card provider, refunds may take 3-10 business days to appear on your bank statement.
The total amount of the refund will be minus any shipping charges.
If the product is replaced you will not receive a refund. Alternatively, you can request a gift card.
When will I be refunded?
Once we receive your package, your refund will be processed within 5 business days. You will be notified by email once the refund has been processed.
What if the shoes are faulty?
Please contact us to notify us of any issue and we will work with you to resolve it as soon as possible.