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:

• Preorder items are not eligible for refunds. As preorder items are ordered specifically for you at the time of purchase, we are unable to offer refunds. Store credit will be issued to the value of your purchase which can be used at any time with no expiry.
• 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). All shoes are checked prior to being sent out. Exchanging or returning due to scratches or marks will not be accepted as all shoes are checked prior to sending to customers or selling instore. 
• The item is in its original packaging with all labels attached.
• The item is returned 21 days from the date of purchase if brought online or 14 days if brought instore. Extra week is given for online orders due to posting times.  
• 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 support@soleshoesnz.com stating the reason and send your item back to us.  

Items that are not in original condition OR outside the 21-day (online)/14-day (instore) 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 for online orders or 14 days for instore purchases. 

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.

CUSTOMS DUTIES & TAXES MAY APPLY
Import duties & taxes may be applicable in your region. These costs are not covered by your purchase.

All payments made on this site are in New Zealand Dollars. 

For orders being shipped within New Zealand, prices are inclusive of GST.

International customers are responsible for any local taxes and duties. Express International orders are more likely to attract Customs and Duty charges.

Please note due to COVID, DHL Express is our only current international shipping option, resulting in higher duties and taxes at this time. We endeavour to offer standard international shipping as soon as it's feasible to do so.

We will not offer returns for refunds due to rejected duties and taxes, please check the rates for your country before placing your order. 

We are legally required to declare total value paid on international shipments and must include an invoice with all international orders.

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  Lynfield  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 support@soleshoesnz.com.

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. Please note all items are checked prior to being sold in store or sent for online orders. 

Should you have any other questions, please sing out on our FB or IG pages or via email at support@soleshoesnz.com.

Happy shopping divas x