Frequently Asked Questions

How long does delivery take?
We ship all domestic orders via FedEx. To see the anticipated delivery service for your location, please see below.

Please note that once your order is on its way, we are unable to change the shipping address.

During busy periods, promotional events and sales there may be delays on the dispatch of your order.

United States
Free Ground Shipping
1-5 Business Days within the contiguous U.S., 3-7 Business Days to and from Alaska and Hawaii. 

Express Shipping 
3 Business Days

United States express shipping is charged at a flat fee of $20.00 USD. 

Free Express Shipping (Metro Areas)
1-2 Business Days

Free Express Shipping (Rural Areas)
3-4 Business Days

New Zealand
Free Standard Shipping
5-10 Business Days

Express Shipping

2-4 Business Days

Orders will be delivered between Monday to Friday.

We do our best to ensure the timely delivery of all orders, please bear in mind that we are only provided with an estimated delivery date from our carriers. On a rare occasion, your order can arrive outside of the estimated time frame.

How much does delivery within the United States cost?
We offer free ground shipping on all U.S. orders. No charge will appear at the checkout.

Express shipping is charged at a flat fee of $20.00 USD. 

Do you ship to Canada or other Countries?
We are currently only shipping within the United States. 

Will I have to sign for my delivery?
All deliveries must be signed for upon delivery and we do not offer an "Authority To Leave" option. 

Do we deliver to PO Boxes or Parcel Lockers?
No, we do not.

Will I have to pay duties and taxes?
All international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities.

Duties and taxes are the responsibility of the customer and we recommend you please check your local customs website for estimated costs.

Can I cancel or amend an order?
Unfortunately, no. 

What is our returns policy?
Sol Sana offers easy 14 day returns from the delivery date on all items purchased through sol-sana.com and sol-sana.com.au.

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.

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.

How do I return an item?
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 us to receive authorisation of your return, U.S. return address 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.

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 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.

How do I exchange an item?
Please follow the returns instructions and place a new order.

What if the shoes are faulty?
Contact us to notify us of any issue and we will work with you to resolve it as soon as possible.

What do I do if I've received the incorrect item?
Contact us with your order number and style you’ve incorrectly received. Once we receive your request we will arrange a replacement or refund for you.

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.

We have made every effort to correctly display the colours of our products on our website. However, due to the fact that we use flash photography and the inevitable variances between device screens, we cannot guarantee that your device will display a colour which is completely accurate.

What are our pricing and payment options?
All pricing is made in US Dollars (USD).

We offer the following payment optionsPayPal, Visa, Mastercard, AMEX, AfterPay (Australia and New Zealand only). 

Do gift cards expire?
Yes, gift cards purchased online expire five (5) years from the date of purchase. Gift cards cannot be extended or transferred to store credit.

How do I purchase a gift card?
Gift cards are purchased online. Pick the value you want and proceed to the checkout to pay. Your gift card will be emailed to you with instructions on how to redeem it. Gift cards purchased only can only be redeemed online. 

How do I redeem my gift card?
Gift cards purchased online are sent via email. The email will include a code that needs to be validated within five (5) years of the purchase date. Sol Sana will not be liable for the delivery of an electronic gift card to an incorrect or non-existent email address. It is the customer’s responsibility to ensure the gift card code is kept safe and used by the intended person.

Only gift cards issued by Sol Sana can be used on sol-sana.com and sol-sana.com.au. 

Can I edit the value of a gift card?
No, once a gift card has been purchased the value cannot be altered in any way.

Can I exchange my gift card for cash?
The credit cannot be returned or refunded for cash and it does not accumulate any interest.

Can I use more than one gift card per order?
Only 1 gift card can be used per order.

For more information about Sol Sana gift cards please visit the Terms and Conditions page.