How long does delivery take? Orders that are shipped UPS ground take 4-7 business days for delivery. You can go to this page for an estimation of how long UPS Ground will take to get to your state. (Please allow 72 business hours to process and ship your order.)
Do we ship internationally? We currently ship to the United States, Canada, Australia and New Zealand.
Your order may be required to pay customs and import duties upon arrival of the goods into your country. Sol Sana is not responsible for any taxes or duties the customs office may charge you, and payment is necessary to release your order from customs.
Please check your local customs office for more information as customs policies and import duties vary from country to country.
How much does delivery cost? Sol Sana offers free express shipping to the United States on orders over $150.00, free standard shipping on orders under $150.00 or a flat fee of $20 for express shipping.
Do I need to sign for my delivery? Someone will need to be at the nominated address to sign for your order upon delivery. Once your order has been signed for Sol Sana does not take any responsibility or any damage, left or lost items.
Do we deliver to PO Boxes or Parcel Lockers? No, we do not.
Does Sol Sana cover the costs of customs? No, Sol Sana is not responsible for any import duties and taxes applicable to your country / or the country you're shipping to. You will be responsible for additional charges that incur for customs clearance; Sol Sana has no control over these charges and cannot predict what they may be. Customs policies vary from country to country; Sol Sana recommends that you contact your local customs office for further information. What is our returns policy? We only accept items purchased on all full priced products 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. Items must be returned in its original condition and should be unmarked, including the undamaged shoe box, whichis 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.
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 courier or postal service. It is highly recommended that you use a service that allows you to track and trace your returned products..
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 cancel my order? Unfortunately, you cannot cancel your order once it has been placed because of our fast processing times. You are more than welcome to request a refund but the product(s) will need to be returned first before a refund can be issued. 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? If the product is replaced you will not receive a refund. Alternatively you can request a credit note. If you are seeking a refund, 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.
Does Sol Sana cover the costs of customs? No, Sol Sana is not responsible for any import duties and taxes applicable to your country / or the country you're shipping to. You will be responsible for additional charges that incur for customs clearance; Sol Sana has no control over these charges and cannot predict what they may be. Customs policies vary from country to country; Sol Sana recommends that you contact your local customs office for further information.
