Return & Exchange Policy
Effective Date: [To be updated]
At Sole Origine, we are committed to exceptional craftsmanship and customer satisfaction. Every pair of shoes is carefully inspected before shipment to ensure it meets our quality standards.
If you are not completely satisfied with your purchase, we are here to help.
- Return Period
You may request a return or exchange within 14 calendar days from the date your order is delivered.
Requests received after this period may not be accepted.
- Eligibility for Returns & Exchanges
To qualify for a return or exchange, your item must:
- Be unworn and unused.
- Be in its original condition.
- Be returned in the original shoe box, dust bags, tissue paper, and all accessories.
- Have no scratches, stains, creases, or damage.
- Show no signs of wear on the outsole.
- Include the original proof of purchase.
For hygiene and quality assurance, we recommend trying your shoes indoors on a clean, carpeted surface.
- Complimentary Size Exchange
We understand that finding the perfect fit is essential.
Sole Origine offers one complimentary size exchange for the same style and colour, subject to availability.
The customer is responsible for returning the original pair in accordance with this policy. Sole Origine will cover the cost of shipping the replacement pair where this service is available.
- Items Not Eligible for Return
The following items cannot be returned or exchanged unless they are defective:
- Made-to-order products.
- Personalised or monogrammed shoes.
- Final Sale or Clearance items.
- Gift cards.
- Products damaged through misuse, accidents, improper care, or normal wear.
- Manufacturing Defects
If you believe your product has a manufacturing defect, please contact us within 30 days of receiving your order.
Please provide:
- Order number
- Clear photographs of the issue
- Photos of the shoe from multiple angles
- Brief description
Our Quality Assurance team will inspect the claim.
If the defect is confirmed, Sole Origine will, at its discretion:
- Repair the shoes,
- Replace the shoes, or
- Issue a full refund.
- Return Process
To initiate a return:
- Contact Customer Care.
- Provide your order number.
- Explain the reason for your request.
- Await return authorisation.
- Securely package the shoes in their original packaging.
- Ship the parcel using a tracked courier.
Returns sent without prior authorisation may not be accepted.
- Refund Process
Once your return has been received and inspected, we will notify you of the outcome.
If approved:
- Refunds will be issued to the original payment method.
- Processing typically takes 5–10 business days, depending on your payment provider.
Original shipping fees, customs duties, taxes, and import charges are non-refundable unless the return is due to our error.
- International Orders
Customers outside the destination country are responsible for:
- Return shipping costs.
- Customs documentation.
- Import duties and taxes associated with the return.
Sole Origine is not responsible for delays caused by customs authorities.
- Exchanges
Exchanges are subject to product availability.
If your requested size is unavailable, you may choose:
- Another available size or colour (where applicable),
- Store credit equal to the purchase value, or
- A refund, where eligible under this policy.
- Return Shipping Responsibility
The customer is responsible for return shipping unless:
- The wrong item was shipped.
- The product arrived damaged.
- A verified manufacturing defect is confirmed.
We recommend using a fully tracked and insured shipping service, as Sole Origine cannot accept responsibility for items lost or damaged during return transit.
- Our Quality Promise
Each pair of Sole Origine shoes is handcrafted using carefully selected premium materials and undergoes multiple quality inspections before leaving our workshop.
Natural leather is unique. Variations in grain, texture, and colour are characteristics of genuine leather and should not be considered defects.
Need Assistance?
Our Customer Care team is always happy to assist.
Email: support@soleorigine.com
Website: www.soleorigine.com
Response Time: Within 1–2 business days.
Our Commitment
Luxury is more than exceptional craftsmanship—it is confidence in every purchase. At Sole Origine, we stand behind every pair we create and are dedicated to delivering an experience that reflects the quality, integrity, and timeless elegance of our brand.