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Refund policy

Change of Minds / Exchanges

Our products are made with extreme care, love and the best fabrics. We really hope you love them as much as we do! However, should you change your mind, you are welcome to return it as your satisfaction is important to us. 

 We are happy to refund or exchange you provided that:

  • The item is unused, unworn, and in the same condition that you received it (we highly recommend trying your new shoes on carpet to avoid wear marks).
  • The item is in its original packaging with all labels attached.
  • The item is returned 21 days from the date of purchase. 
  • The item is NOT a sale item.
  • The item was not brought using an affiliate or any sale or discount code.  In such case, a credit note will be issued, no refund.  
  • Only 1 exchange is permitted. If more than 1 exchange is required, only a store credit will be issued, not a refund. 

Please note that the shipping fee will be at your own cost. If you used Afterpay, Laybuy or Paypal to purchase the item, we will deduct the fees charged from your refund. Similarly, the amount refunded for Shopify payments will be same as that settled. 

Exchanges can only be made for the same item you purchased, equivalent in value or greater. Please contact us at stating the reason and send your item back to us.  

Items that are not in original condition or outside the 21-day term

Unfortunately, with the exception of faulty items, we are unable to accept items returned that are not in their original condition or returned after 21 days of you receiving your item. 

If returned, our team will contact you to discuss if you would like the items to be returned to you. Any items returned under these circumstances will incur a shipping cost to get the items to you.

Returning the Item

To complete your return, simply go to your nearest post office and send the item to:

Sole Shoes Ltd 
PO Box 163070 
Auckland 1443 
New Zealand

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and let you know whether the item is refundable. Once approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 10 business days.

If you have not received a refund yet, please check with your bank and credit card company. It may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

Faulty Products

If you receive an item that is defective, damaged or incorrect, please let us know and we will get it returned and replaced for you accordingly.

Should you have any other questions, please sing out on our FB or IG pages or via email at

Happy shopping divas x

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