Return Policy

RETURN POLICY

Solemates Shoes wants every customer to be happy with their purchase. If you are unhappy for any reason, we will be happy to accept your return and you will receive a full refund. All returns must be unworn and include the box and all original packaging.

In-Store purchases are subject to 7 days store credit or exchange, from date of purchase.

Local orders can be delivered, however your order will be marked as pickup, and will follow our in-store pickup policy.

Orders cancelled by the customer prior to shipment (including immediately after placing the order) will be subject to a 5% processing and restocking fee on the order total.

Shoe Boxes are not to be used as shipping boxes ( put the shoe box in a bag or a different box) if any shoe box is received damaged a $3 fee will be deducted from the Refund. If the shoe arrives damaged the customer will no longer be eligible for the return.

Merchandise purchased online, not on sale, must be received by us (back in our store) within 5 days from, and including the day of, receipt (as defined when our carrier delivers the merchandise to your address) for a full refund less shipping.

Customer will be responsible for the cost of shipping. Shipping labels are available upon request for $9.00.

If 5 days have gone by since your item(s) was delivered, the item can be returned for store credit. After 5 days, we will not accept any merchandise for return. There will be no exceptions for late returns. After 7 days, we will not accept any merchandise for exchange. There will be no exceptions for late returns. 

We do not accept responsibility for any return shipping carrier delays. All items must be received by us within the return window, unless shipped via a guarantee delivery date method indicated on your return package. 

All sale items or any item purchased with a discount code are FINAL SALE (THIS DOES NOT INCLUDE A DISCOUNT CODE USED WITH AN INFLUENCER) and can not be exchanged or returned for store credit.

Once we receive your return, you will automatically receive a refund to the same payment method you had originally used. 

LATE RETURN

Every customer will have up to 7 days from delivery to your home. After 7 days we will no longer accept your return and your item will be shipped back to your home.

Please note: Purchases made before Succos and Pesach, are not returnable after.

RETURNS
Please send your returns to:
Solemates Shoes
141A Blueridge Drive Extension Waterbury CT 06704

(YOU MUST WRITE EXTENSION)

PLEASE BE SURE TO GET A TRACKING NUMBER SO YOU CAN KEEP US UPDATED ON THE WHEREABOUTS OF WHERE YOUR RETURN IS.

Exchanges

Exchanges are easy at Solemates. Follow three easy steps:

1. Send back your return within 7 days of receiving it.
2. Place a new order on our website for the item you would like instead.
3. Instead of giving you a store credit for your return, we will process it as a refund because it is a direct exchange

If no new order was placed, your return will be processed as a store credit as always.

Customers are responsible to pay for return shipping. A return label is available upon request and the cost will be deducted from your credit.

STORE CREDITS
In the case you your return comes in 5 days after you've received your item originally. You will automatically be emailed a gift card to be used in our store or online once we receive your return, Store credits/gift cards can be used on any full price merchandise and sale items up to 30% off. Any sale order 30% or more placed with a gift card will automatically be cancelled. Store credits are not transferable and can only be used with your individual account. It does not expire and can be used from season to season. Once 7 days passes you will no longer be eligible for store credit and the sale is FINAL.

SHIPPING
All orders, domestic and international ship out with USPS, FedEx, UPS. We are proud to tell you that we have FREE shipping within the US. International shipping will be calculated at checkout.

Once your order is shipped out, you will receive an email with the tracking.

Once the item is delivered to your home we are no longer able to take responsibility for the whereabouts of your package. If a special delivery option is needed, we must be informed before your package is shipped out.

Please note-Local orders can be delivered, however your order will be marked as pickup, and will follow our in-store pickup policy.

SENT IN ERROR
We do our best to package each package carefully. However, if you do receive the wrong item in your package, please email us within 3 days so we can send you the correct item. After 1 week, we will no longer be ale to assist with an error package.

DAMAGED ITEM
Please notify us if you receive a item that has been damaged during transit. Please note this must be notified with in 24 hours of receiving the item. We will send you a return label free of charge and issue you a full refund.

PLEASE NOTE: Solemates Shoes does not take any responsibility for the damage of any worn shoe, including scraping, peeling, or ripping. Even after one wear. Please reach out directly to the shoe brand if you experience any trouble.

RETURN LABEL
Return labels are available upon request for $9 and the cost will be deducted from your return store credit/refund. Please email us or text us for a label.


Enjoy and Happy Shopping!

If you have any questions, please feel free to contact us at info@solemates.shoes or Call and WhatsApp- (203)-805-8881