Returns & Exchanges
CLICK HERE TO PROCESS RETURNS AND EXCHANGES
Returns must be lodged within 10 business days of delivery.
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Full-priced items are eligible for a refund, exchange, or store credit.
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For Australian customers, free return shipping is only provided for exchanges or store credit on full-priced items. For refund returns, return postage costs will be deducted from the refund amount.
- Customers outside Australia are responsible for all return shipping costs, and we cannot provide reimbursement or compensation for parcels lost, stolen, or mishandled in transit.
- Sale or promotional items are also eligible for return, exchange, or store credit; however, return shipping costs will be deducted.
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Items marked as Final Sale or discounted by 50% or more are non-returnable, subject to the Australian and New Zealand Consumer Law.
- All returned items must be unworn and in original condition with packaging included.
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 / EXCHANGE
Return / Exchange requests can be made via our online return portal. 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.
How to Package a Returned Product
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We advise you to use a postbag or similar to send your item/s back to us. Please do not place anything directly onto the box of your item, such as the shipping label, as this may be deemed damaged, and a re-boxing fee will be charged.
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Please ensure items are returned in their original condition, unmarked, and with an undamaged shoe box, which is considered part of the item.
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When trying on shoes, it's best to do so on a carpeted surface to protect them.
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Please note that returns without the original box, with damaged boxes, marked soles, or damaged/creased uppers may not be accepted. A fee may apply if any of these conditions occur, as it could render the item unsellable.
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