Frequently Asked Questions


When can I expect to receive my Sol Sana package— are there currently processing or shipping delays? We are working closely with FedEx to ensure your Sol Sana can reach you as quickly as possible.

Shipping Time (after you get your shipment notification!)
United States: Standard: 1-5 business days, Express 1-3 business days
Canada: Standard: 2-7 business days

Note: Order processing time takes 1-2 business days.

Tell me about international shipping costs.

U.S. Standard (2-7 business days): Free
U.S. Express (1-2 business days): $20 USD
Canada Standard (2-10 business days): $20.00 USD

PS: Please note, we only offer Express shipping to the U.S.

Where does Sol Sana ship?
Sol Sana currently ships to the 50 states, Puerto Rico and Canada. You may experience longer delivery times when shipping to Hawaii, Alaska, Puerto Rico, and remote areas in Canada.

When will my order ship?
Here’s how it works: you order, we process, then we ship.

Ordering takes a few seconds. Processing takes 1 business days (and orders placed after 2pm ET are processed the next business day). Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships. It’s on the way!

How long will it take to ship to Alaska, Hawaii, and Puerto Rico? 
You might experience a few extra days in shipping timelines. Shipping to these states will take about 7-15 business days.

How can I edit my shipping address?
Please note that once your order is on its way, we are unable to change the shipping address. 

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.

Returns policy 
Have a enquiry about our returns policy? Contact us at

Full priced items are eligible for a full refund or online store credit.
Shoes discounted by more than 50% are eligible for an online store credit only.
Final sale items - shoes purchased from a sale, such as the Final Sale, are final sale and not eligible for a return or online store credit.

Returned items must be unworn and in their original condition with all packaging still included.
Customers are to cover the cost of the return postage unless your shoes are deemed faulty by our team.
U.S. customers have 30 days from the date of purchase to return their order.

How do I return an item?
  • 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 30-day period.
  • You will receive an email to confirm your return has started.
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.

Any customs and import duties paid are non-refundable.

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

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.

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

Faulty or incorrect items
Please email us at with your order number and a brief description of the fault/incorrect shoe(s) and we can resolve this for you. Images of the fault or incorrect item would be highly helpful.

Cancelling an order
Once your order has been placed you are unfortunately unable to cancel. 

Retailer partner returns policy
Any purchases made at one of our retailers must be returned back to the original location. Our online returns policy does differ from our retailers policy so we recommend contacting the retailer for more information.

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

We offer the following payment optionsPayPal, Visa, Mastercard, AMEX and Afterpay (United States only).

Gift card information
Do gift cards expire?
Yes, gift cards purchased online expire 36 months 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 36 months 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 and

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.