FAQ'S

CAN I CANCEL MY ORDER AFTER IT’S BEEN PLACED?

We can only cancel orders if they have not yet been processed however as our very speedy dispatch team will always try to get your order out to you as soon as possible, we cannot guarantee that we will be able to fulfill your request. Please send us an email to hello@solefiness.com

CAN I CHANGE THE SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

We can only change your shipping address if your order has not yet been processed however as our very speedy dispatch team will always try to get your order out to you as soon as possible, we cannot guarantee that we will be able to fulfill your request. Please send us an email to hello@solefiness.com

HOW DO I APPLY A PROMO CODE?

The promo code can be applied after proceeding to the check out page. There will be a field where you can enter the promo code, simply click “Apply” in which your discount will appear.

CAN I COLLECT MY ORDER?

Unfortunately we do not offer a collection service at this stage. All orders will be posted to your specified shipping address.

HOW DO I RESET MY PASSWORD?

Simply go to the log in area and click "Forgot your password". A reset password link will be sent to your email address for you to reset your password.

I’M UNSURE ABOUT SIZING, WHAT CAN I DO?

All items are listed in Women’s US size including Unisex items. Each item has it’s own specific Size Guide with additional size information which can be found on the product page, however if you are still unsure about sizing please send us an email to hello@solefiness.com

THE ITEM I WANT IS SOLD OUT, WILL YOU BE RESTOCKING?

Occasionally we do restock certain items; please send us an email to hello@solefiness.com to enquire further.

WHAT PAYMENT METHODS ARE ACCEPTED?

We currently accept the following form of payment:

  • Mastercard
  • Visa
  • Paypal
  • Afterpay
  • Applepay

WILL MY CREDIT CARDS & PERSONAL DETAILS BE SECURE?

Your security is extremely important to us and we have taken all reasonable measures to ensure that your credit card and personal details are kept safe at all times. We use a third party payment processor to handle your information securely.

CAN I PAY USING PAYPAL?

Yes we accept payments using Paypal. Just add items to cart then select checkout in the usual way and follow the instructions to select PayPal as the payment method.

CAN I PAY USING AFTERPAY?

Yes we accept payments using Afterpay. Afterpay is only available within Australia for those who are over 18 years of age. You do not need to register prior to making your first Afterpay purchase. When you are making a purchase, simply choose Afterpay as your payment method at checkout.

WHERE CAN I FIND OUT MORE ABOUT AFTERPAY?

The Afterpay website can answer any additional questions you may have regarding the use of Afterpay.

HOW MUCH WILL SHIPPING COST IN AUSTRALIA?

All orders over AUD$99 will be eligible for Free Shipping within Australia.
Orders AUD$99 and under will incur a flat rate of AUD$9.
Express Shipping is available for a flat rate of AUD$14 Australia wide.

HOW MUCH WILL SHPPING COST TO NEW ZEALAND?

Yes, that's right our lovely neighbors, we provide a starting flat rate of AUD$15. Additional items will be quoted once you proceed to checkout.
Please allow 3-7 working days for New Zealand delivery.
Express Shipping is available from a starting flat rate of AUD$20 New Zealand wide.

HOW MUCH WILL SHIPPING COST INTERNATIONALLY?

We ship worldwide from a starting rate of AUD$15 for accessories and AUD$30 for footwear. An exact quote can be provided once you proceed to checkout. International orders are not guaranteed to ship the next business day because additional verification is often necessary.
Please allow from 5 up to 20 business days for delivery. Any delays at customs once the parcel has reached the destination country are not under our control. If your shipping country is not listed at check out please send us an email to hello@solefiness.com

WILL I HAVE TO PAY TAXES & DUTIES?

Any taxes or duty fees incurred are the responsibility of the customer and these costs cannot be reclaimed from Sole Finess. Please ensure that you are aware of these charges before placing an order with us.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Please allow 2-4 business days for Standard Metropolitan and 3-10 days for Rural delivery after dispatch. Please allow 1-2 business days for Express Metropolitan and 2-4 days for Express Rural delivery after dispatch.

HOW CAN I TRACK MY ORDER?

After your order has been dispatched, you will receive an email from us with tracking details.

DO YOU SHIP TO P.O. BOXES?

Yes we ship to P.O. Boxes and Parcel Lockers locally and internationally.

DO YOU SHIP INTERNATIONALLY?

Yes we ship worldwide! If your shipping country is not listed at check out please send us an email to hello@solefiness.com

DO I NEED TO SIGN FOR MY ORDER?

Yes, all orders will require a signature on delivery, unless otherwise stated. You are responsible to have someone at the delivery address to sign for and accept the delivery. Should an ATR (Authority to Leave) be stated on the purchase notes by you, then it is your responsibility for any missing packages.

WHAT IF I’M NOT HOME WHEN MY ORDER ARRIVES?

If the address is unattended, you will receive a re-delivery card, which you will then have the option to have the package re-delivered or to collect from the nearest collection office.

WHY HAVEN’T I RECEIVED MY ORDER YET?

Please contact the shipping carrier with the tracking number you received on your shipping confirmation, if you are experiencing further issues please send us an email to hello@solefiness.com

MY ORDER IS INCORRECT, WHAT CAN I DO?

If you believe the order you received is incorrect, please send us an email to hello@solefiness.com

CAN I RETURN AN ITEM?

Full price items can be returned within 15 days of receiving your order for a full refund. If you are wishing to return an item, you must request an RA number by sending us an email to hello@solefiness.com

CAN I EXCHANGE AN ITEM?

All exchanges must be within 15 days of receiving your order however due to availability, we suggest that you place a new order straight away so you don't miss out. If you are wishing to exchange an item, you must request an RA number by sending us an email to hello@solefiness.com

CAN I RETURN ITEMS PURCHASED ON SALE?

Sale items are not eligible for returns or exchanges if you have a change of mind or have placed your order incorrectly.

CAN I RETURN ITEMS PURCHASED USING A DISCOUNT CODE?

Only an exchange is eligible when a promotional discount code is used at checkout up to equal sale value. If exchanged for item of lesser value, a store credit will be provided for the remaining amount.

WHO COVERS THE COST OF ITEMS TO BE RETURNED?

We will only cover the cost of the return postage if we have shipped you the incorrect item or if any items are faulty. When exercising your right to return an item, you are solely responsible for the return shipping costs. Sole Finess will not compensate for returned packages lost in the return shipping, therefore we suggest that returned items are sent with a tracking number.

AM I ELIGIBLE FOR FREE RETURNS VIA PAYPAL?

If you need to send something back that was purchased via Paypal, PayPal will refund your return shipping costs on eligible purchases with Refunded Returns.*

This service is available at no additional cost to PayPal account holders who have registered for it at www.paypal.com.au/returns and used PayPal to pay for their online order.

Please note this service is provided by PayPal and all enquiries should be directed to PayPal customer service.

*Up to 8 refunds per PayPal account for eligible purchases per 12 month period. A cap of $45 per refund request applies. The Refunded Returns service is offered by PayPal Pte. Ltd, in partnership with TELUS International Europe, the service provider.

HOW LONG DOES THE REFUND PROCESS TAKE?

Refunds for returned items will be made via the payment method as soon as Sole Finess completes the assessment on the item. Please allow up to 5 business days for the refund process to be completed after your item has been received.

CAN I RETURN AND ITEM I PURCHASED USING AFTERPAY?

Yes, if you are eligible for a refund then you can lodge your return online. Afterpay will be notified and all future payments for that order will be cancelled. If you have already made one or more payments, the total amount paid will be refunded to the credit/debit card that you used to place the order. Afterpay will process the refund immediately and send you an email to confirm that the refund has been applied. Please allow up to 1 - 2 business days for the funds to clear.

WHAT IF MY ITEM IS FAULTY?

If you feel you have received a defected item upon delivery, or an item otherwise becomes defected, you must contact us immediately by sending an email to hello@solefiness.com with your order number and a picture/description of the defected item. Returns due to faulty items will be accepted only within a reasonable time after purchase, which we will then make a full assessment of the item. We will judge all returns of faulty items on a case by case basis.