How long does delivery take?
All orders are dispatched within 2 business days from receiving an order confirmation. We ask that you allow a total of 2-3 business days from the dispatch date to receive your order.
For New Zealand orders, please allow an extra 3-5 business days depending on your location.
Please allow 2-3 business days to process your order during sale periods and holidays.
Do we ship internationally?
We currently ship to the United States, Australia, Canada and New Zealand.
For United States and Canada shipping please visit www.sol-sana.com.
How much does delivery cost?
We currently offer free express shipping to Australia on orders over $100.00 with a flat fee of $10.00 for orders under $100.00. New Zealand orders will incur a $20.00 express shipping fee.
Australian and New Zealand orders are dispatched via Australia Post.
Do I need to sign for my delivery?
Someone will need to be at the nominated address to sign for your order upon delivery.
Do we deliver to PO Boxes or Parcel Lockers?
Yes we do.
What is our returns policy?
We only accept items purchased 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.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 the courier.
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.
Can I return a sale item?
All sale items are final sale and may not be returned for a refund. All sale items may be exchanged for a different size of the same style if available. Shoes purchased using a promotional code are not considered a sale item and are eligible for return.
Are there items excluded from the returns policy?
The only items excluded from the returns policy are those that are on sale. Please note that sale items include those items that are on markdown on the website. Shoes purchased using a promotional code are not considered a sale item and are eligible for return.
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 contact@sol-sana.com.
How will I be refunded?
You will be refunded based on the original form of payment. If for some reason you no longer have access to the original form of payment, then your refund will be processed via PayPal.
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?
If for some reason, you feel as the item is faulty, please email us at contact@sol-sana.com with photos of the item, along with your order number and we will contact you with any next steps.
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