Customers have 10 business days from the date of delivery to lodge a return, exchange or credit request. Once lodged and approved we will send you a return postage label.
Full Priced items* are eligible for a refund, exchange, or online store credit. Change of mind returns will incur the cost of return postage. 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 (minus the cost of return postage).
Items discounted by 50% or more off the original Full Price are considered final sale items are only eligible for an online store credit(minus the cost of return postage), unless deemed faulty by our team.
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.
For pre-order items, your 10-day return window begins from the delivery of your order. Shipping charges are non-refundable, except when a product is deemed faulty by us.
HOW TO LODGE A RETURN
Return requests can be made via our online return portal above. 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.
For Australian customers, of full priced items, 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, you will be responsible for any return shipping charges. 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.
How to Package a Returned Product
- We advise to use a postbag or alike to send your item/s back to us please do not place anything directly onto the box (i.e. the shipping label) as this may will be deemed damaged and a re-boxing fee will be charged.
- Items must be returned in its original condition and should be unmarked, including an 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 keep the shoes. Shoes that are returned without a box, or a damaged box, marked soles, damaged or creased uppers may be rejected and will be sent back to you. A fee may be charged if any of the above occurs, as this will deem the goods unsellable.
Any customs and import duties paid are non-refundable.
*Full priced items - Items with original RRP (Retail recommended price).