Help & FAQ
All orders are shipped via Australia Post or our nominated courier provider.
All orders are dispatched within 24-48 business hours, however we do ask for your patience during busy periods.
All orders placed on Saturday and Sunday will be processed on the next business day.
We are unable to edit or cancel orders.
Once your order has been processed you will receive a confirmation email following a shipping confirmation once the order has shipped.
What are the estimated shipping times?
- Australia: Standard 1 - 8 business days
- Australia: Express 1- 4 business days
- New Zealand: Express 4 - 6 business days
- Rest Of The World: Express 3 - 12 business days
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 and Exchanges
Email hello@solsana.com to request a return. Include the original order number for us to identify your order.
For Australian and New Zealand customers, if you’re returning for store credit or exchanging, we’ll cover your shipping costs. So simply book your return or exchange through the portal, select store credit, or exchange, and we’ll send you a free shipping label.
Customers outside Australia and New Zealand, 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.
To be eligible for a return, items must in original condition, and with all branded packaging included. All items that do not meet those standards will not be accepted and sent back to the customer.
Items purchased from a retailer need to be handled directly with the store.
All eligible returns are accepted within 14 days of delivery, and will be refunded to the original payment method. Items returned after these days will not be accepted & returned back to you at your expense.
Styles discounted by more than 50% are considered final sale and are not applicable for a refund unless deemed faulty by our team.
Any customs and import duties paid are non-refundable.
Once we have received and accepted your return it will be processed within 3-5 business days. Please note that your banking institution may require additional days to process and post this transaction to your account. Please contact your bank with additional questions.
You will receive an email confirmation once refunded.