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.
How much does delivery cost? Sol Sana offers free shipping to the United States on orders over $100.00 with a flat fee of $10.00 for orders under $100.00. Canada orders will incur a $20.00 shipping fee.
Do I need to sign for my delivery? Someone will need to be at the nominated address to sign for your order upon delivery.
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.
Do we deliver to PO Boxes or Parcel Lockers? Yes, we do. What is our returns policy? Shoes may be returned or exchanged within 14 days of the original purchase date for a full refund.
In the event of an exchange, you will need to make a new order for the desired product and return the original pair for a refund.
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 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.
Please note: 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.
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 or store credit. 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.
