RETURNS, REFUNDS & EXCHANGES POLICY

Returns

You can get a full refund (apart from the amount that represents the cost of delivering the goods to you in the first place) or exchange any item, for any reason, for an alternative product within 14 working days of the original purchase (time limit exceptions may be made for orders outside of the UK at our discretion).

To be eligible for a return Items must be returned to us as new and in the same condition that you received it, in a saleable condition** with all original packaging. Shipping charges for the return of goods will be paid for by you and we will incur the cost of redelivering the exchanged goods in the event of you requiring a different size or style.

For refunds, please allow 5 – 10 working days for the amount to appear in your bank account. This time frame is dictated by your bank orcard issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.

We refund all orders in sterling. If the exchange rate has changed since the date of the initial order we cannot be held responsible for this.

**Saleable condition - when trying on items of footwear or clothing, please ensure that the environment is free of dirt, dust and debris that may mark or stain the sole, fabric or leather. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.

What do I do if I receive a faulty, damaged or wrong item?

In the unlikely event that the item is sub standard, not as described or we have sent you the wrong product please email: websales@oursoles.co.uk with your order number, your name and address, details of the product, reason for return and if you require a refund or a replacement. We will then send you instructions.

We'll pay the shipping charges for the return of faulty, damaged or wrongly delivered goods only.

These charges will be refunded to the card the order was initially placed with.

Please do not send your purchase back to the manufacturer.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: (if applicable)

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 14 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at websales@oursoles.co.uk.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email websales@oursoles.co.uk or call customer services on +44 (0) 23 8081 4777 | 9am - 5pm | Monday - Friday.

Return shipping

To return your product, you should mail your product to:

Oursoles HQ address: Unit 2 Redbridge Business Park • Old Redbridge Road • Southampton • Hampshire • SO15 0NJ

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

How do I contact your customer services?

You can email: websales@oursoles.co.uk or call customer services

on +44 (0) 23 8081 4777 | 9am - 5pm | Monday - Friday.

Write to us: