Frequently Asked Questions
Cancelling or Editing Your Order
Unfortunately you cannot cancel or edit your details of your order once you have placed it. We process your orders so fast we aren't able to update your information before they are shipped out. You can still return your item and receive a refund. Please read the returns policy for more information.
Sol Sana accepts MasterCard®, Visa®, and Paypal® as methods of payment. The transaction will be charged to the Customer Card only after verifying the Customer Card details, receiving credit authorization on the Customer Card, and confirmation of the Shoe availability, and the order is ready for shipment.
As indicated at the time of purchase and by the order confirmation email, the Customer is responsible for any and all shipping costs associated with the delivery as indicated at the time of purchase. Flat shipping fees apply for International Orders. The Customer shall select the shipping method when placing the order. Once the order is placed, the Customer will not be allowed to change the shipping method or address.
Methods and Fees
|UPS Ground on Orders over $150.00||Complimentary|
|UPS Ground on Orders under $150.00||$10.00|
All packages are shipped via UPS.
Unless indicated otherwise after the final confirmation of order, the delivery period for Shoes ordered from sol-sana.com or sol-sana.com.au includes 1-2 business days to process the order for shipment, in addition to the time indicated by the Customers’s preferred shipping method. i.e. UPS ground. Orders are processed and delivered Monday through Friday, excluding holidays. Saturday delivery is not available. Sol Sana are is not responsible for unanticipated delays due to conditions such as weather or air travel delays.
Place of Delivery
Items cannot be shipped to P.O. boxes or APO/FPO addresses. Subject to receipt by Sol Sana of the full payment, deliveries shall be made to the address provided the time of placement of an order. The Customer shall be responsible for checking the accuracy of this information prior to final confirmation of the order (in particular names, address, number, postal code, etc.). Sol Sana shall not be responsible for any mistake by the Customer in the information provided at the time of the order confirmation.
Sol-sana.com and sol-sana.com.au accepts returns purchased from sol-sana.com and sol-sana.com.au. For online purchases, the Shoe (or Shoes) shall be submitted for refund/exchange to Sol Sana within fourteen (14) days from the date of shipment, in their original condition, in the original packaging, and must be accompanied by the pertinent sales receipt. We will not accept merchandise that has been worn, used, altered or damaged.
Sale-priced Shoes, or Shoes marked as “Final Sale” at the time of the order, are final sale and cannot be returned or exchanged, and Sol Sana will not issue any credit towards the return of said Shoe.
Refunds/credits will be processed within seven (7) to ten (10) business days of receipt.
Exchanges of Shoes that do not comply with the Return Policy may be accepted.
Please note that shipping charges for any returned item(s) are the Customer’s responsibility at the point of refund. Sol Sana will not assume any liability for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled by the courier.
The price any returned Shoes that complies with Sol Sana’s Return Policy shall be reimbursed as soon as possible and, in any event, within 30 days of from the return of the Shoes by the Customer to Sol Sana. Exchanges of Shoes that do not comply with the Return Policy may be accepted at the sole discretion of Sol Sana.
If Shoe(s) purchased on sol-sana.com and sol-sana.com.au is received damaged, the Customer must notify Customer Services immediately within forty eight (48) hours by email email@example.com. The Customer must provide detailed information regarding the defects and keep the original Shoe packaging and the parcel in the condition in which it was received, and otherwise follow the instructions provided by the Customer Services representative. Customer Services will then begin an investigation with UPS. Please note that this process generally takes between eight (8) and ten (10) business days.
Subject to their availability, Shoes offered for sale together with their prices shall be valid as long as they are accessible on sol-sana.com and sol-sana.com.au. If a Shoe becomes unavailable after placing the order, the Customer will receive immediate notification by email to the address provided for the order, and if the Customer credit card or debit card (the “Customer Card”) has been charged, a reverse authorization will be placed on the Customer Card. If by any chance the Customer Card is charged, the full amount charged will be reimbursed to the Customer Card used as payment no later than thirty (30) days from the date of the payment. Please allow up to three (3) to six (6) business days for this transaction to post to the Customer credit Card and one (1) to two (2) billing cycles for it to be reflected on the Customer Card statement.
Our shoes are hand crafted using genuine leather. Like all natural materials, leather reacts to the atmosphere. Humidity rain and sunlight can damage leather. Should a slight white coating appear on surface of leather, remove using a dry cloth. Should the leather get wet absorb the water immediately with a dry cloth. Overexposure to sunlight can stain or alter the color of the leather.