Refund policy

RETURNS POLICY

Our 14-Day Comfort Guarantee

At Sole Society, your satisfaction is our priority. We want you to absolutely adore your handcrafted shoes. If they don't meet your expectations, we're here to make it right.

Returns & Exchanges

You have 14 days from the date of delivery to request a return or exchange for any unworn items.

To Be Eligible for Return or Exchange:

  • Shoes must be unworn and in original condition
  • All original packaging must be included
  • Tags and labels must be attached
  • You'll need your proof of purchase (order confirmation or receipt)

How to Initiate a Return or Exchange

Step 1: Contact us within 14 days of receiving your order

Step 2: Include the following information:

  • Your order number
  • The item(s) you wish to return or exchange
  • Reason for return (helps us improve!)
  • Photos of the items (if applicable)

Step 3: We'll review your request and respond within 24 hours with:

  • Return approval
  • Return shipping instructions
  • Return address details

Step 4: Safely package your items and send them to:

Sole Society Returns 546 Walter Lanham Street Pretoria, GP, 0181 South Africa

Important: Please do not send items back without first contacting us for approval. Unapproved returns cannot be processed.

Exchanges

The fastest way to get your preferred size or style is to:

  1. Return your current item following the process above
  2. Place a new order for the item you want

This ensures you receive your new shoes as quickly as possible, especially for made-to-order items.

Refunds

Once we receive and inspect your returned item, we'll notify you of the approval or rejection of your refund.

If Approved:

  • You'll be automatically refunded using your original payment method
  • Processing time: Within 10 business days
  • Please allow additional time for your bank to process the refund

If more than 15 business days have passed, please contact us at store@sole-society.co.za, and we'll investigate the matter immediately.

Return Shipping Costs

Standard Returns: Return shipping costs are the customer's responsibility for size changes, style preferences, or a change of mind.

Our Error or Defective Items: We cover all shipping costs if we sent the wrong item or if your shoes arrived damaged or defective.

Damaged or Defective Items

Please inspect your order upon receipt. If you receive:

  • The wrong item
  • A damaged item
  • A defective item

Contact us immediately at store@sole-society.co.za with:

  • Your order number
  • Photos of the issue
  • Description of the problem

We'll arrange for a replacement or full refund at no cost to you, including return shipping.

Non-Returnable Items

The following cannot be returned:

  • Worn shoes (any signs of wear, including sole scuffs)
  • Items without original packaging
  • Items returned after the 14-day window

Quality Guarantee

Workmanship Issues: If you discover a workmanship or quality issue within six months of purchase, please contact us. We'll assess the problem and arrange for repair, replacement, or refund as appropriate.

Note: Normal wear and tear, improper care, or accidental damage are not covered under our quality guarantee.

Questions?

We're here to help make your return or exchange process as smooth as possible.

Contact Us:

Response Time: Within 24 hours