Customer Care
Return & Exchange
Not the right fit? No worries. Every pair from Sole Story is backed by a simple, no-stress 7 day return & exchange promise.
7-Day Window
Request a return or exchange within 7 days of delivery.
Easy Exchanges
Swap a size or style — we ship the new pair as soon as your return is scanned.
Free Returns
Domestic returns ship free with the prepaid label we email you.
Fast Refunds
Approved refunds land back on your original payment method in 3–5 business days.
Eligibility
7 daysWhat can be returned
- Unworn and unused, in original condition
- Original box, tags and packaging intact
- Requested within 7 days of delivery
- Proof of purchase / order number provided
What can’t be returned
- Items marked “Final Sale”
- Worn, washed or altered pairs
- Products missing their original box or tags
- Requests made after the 7-day window
How It Works
Request a return
Email us your order number and reason, or reach out via the contact page to start your return or exchange.
Pack it up
Repack the unworn pair in its original box with all tags, and seal it securely for transit.
Ship it back
Attach the prepaid label we send you and drop the parcel at any courier point.
Refund or exchange
Once we receive and inspect the pair, we approve your refund or dispatch your new size.
Refunds & Exchanges
Refund method. Approved refunds are issued to your original payment method. Cash-on-delivery orders are refunded via bank transfer or store credit, whichever you prefer.
Refund timeline. Once your return is received and inspected, refunds are processed within 3–5 business days. Your bank may take a few extra days to reflect it.
Exchanges. Want a different size or colour? We reserve your new pair and ship it the moment your return is scanned, subject to availability.
Return shipping. Domestic returns are free with our prepaid label. International return shipping is the customer’s responsibility unless the item arrived damaged or incorrect.
Received a damaged or wrong pair?
We’re sorry! Contact us within 7 days of delivery with your order number and a photo, and we’ll send the correct pair or a full refund at no cost to you.
Need to start a return?
Our support crew is here to help with returns, exchanges and everything in between.