Refund policy
Exchanges & Returns
At Souls Footwear, customer satisfaction is extremely important to us. Please read the following policy carefully before requesting an exchange or return.
Exchanges
If you have ordered the incorrect size, we are happy to assist with an exchange (subject to stock availability), provided the following conditions are met:
Exchange Conditions
-
All shipping costs associated with the exchange, including return shipping and reshipping of the replacement item, are the responsibility of the purchaser.
-
Exchanges must be arranged in advance by contacting our customer support team via email at info@soulsfootwear.com.
-
The item(s) must be returned within 14 days from the date your order was received.
-
Proof of purchase must be included with the returned item(s).
-
All products must be:
-
Unused
-
Unworn
-
In original condition
-
Returned with all original packaging, tags, and labels intact
-
Incorrect Item Sent by Souls
If an error has been made by Souls and you have received the incorrect size and/or style, we will gladly cover all shipping costs related to the exchange and replacement process.
In this case, the following conditions still apply:
-
The exchange must be pre-arranged via email
-
Proof of purchase is required
-
Products must be returned unused and in original condition with all packaging and labels included
Returns & Faulty Products
We take pride in the quality of our products. If you believe your item is defective or faulty, we will assess the issue and, where appropriate, offer either:
-
A replacement product (subject to stock availability), or
-
A full refund, including reasonable shipping costs.
Return Conditions for Faulty Items
To be eligible for a return or refund:
-
The return request must first be arranged by emailing info@soulsfootwear.com with details of the issue.
-
The product(s) must be returned within 14 days of receiving your order.
-
Proof of purchase must accompany all returned items.
-
Products must remain:
-
Unused
-
In original condition
-
Returned with original packaging, tags, and labels
-
Important Notes
-
Exchanges and returns are subject to inspection once received.
-
We recommend using a tracked shipping service for all returns, as Souls cannot be held responsible for items lost during return transit.
-
Refunds, where approved, will be processed back to the original payment method.