Returns Policy

What is our returns policy?
We only accept items purchased on all full priced products through sol-sana.com and sol-sana.com.au. 

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.

How do I return an item?
For customers within 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. 

  • Contact Customer Service to receive authorisation of your return and let us know why you are returning the item. This will help us improve your next purchase with us.
  • Include the original invoice number and your 4-digit order number. This will allow us to identify your order.
  • Package the item(s). Please note that any item and packing to be returned must be in new, unused and resalable condition.
  • Send the package using your preferred carrier, keep a copy of the tracking number, and mail within the 14-day period.
  • You will receive an email to confirm your return has started.
Any customs and import duties paid are non-refundable. Please note that any item to be returned must be in new, unused and resalable condition.

How do I track my return?
We will be in touch once your return is received.   

Can I return a sale item?
The only items excluded from our returns policy are sale items, all sale items are considered a final sale. Items purchased using a promo code or an email offer are not considered sale items and follow our regular returns policy.

Sale items may be exchanged for a different size of the same style if available.

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 5-10 business days. You will be notified by email once the refund has been processed.

What if the shoes are faulty?
If for some reason, you feel as though the item is faulty, please contact Customer Service with 3-4 large well-lit photos of the item, along with your order number and we will contact you with any next steps.

What is the returns policy for items purchased at a retail partner?
Items purchased from a retail partner need to be handled directly with the store.