If you have a product concern, please contact us using one of the methods below. We promise to take the time to understand your fit concern.
If you are looking for help with a shoe we suggest contacting us first to see, what alternatives there might be to help you. A shoe or boot may need to be adjusted just for you, or needs to be broken in and we can assist.
If a return is needed, email firstname.lastname@example.org and provide us your order number, the specific product you want to return and the problem with the product. We will then review you order and respond with help or provide you a return authorization number and a shipping label for you to print and attach to the package you received them in.
Once the product is received and inspected, we will update you and issue you a refund less any charges as per our policy, which will include a restocking fee. Please remember that we need the shoes back with their original packaging and they need to comply with our returns policy, which can be viewed here:
Unapproved Returns or Damaged Goods
In the event a product arrives in damaged condition you must notify the Return Team within three business days at the following email address:
Please do not ship a product back to us without first obtaining a return authorization number. In the event a product is shipped back to us without first obtaining a return authorization number, the delivery will not be accepted, a refund may not be offered and the item will be sent back to sender at their expense.
If a product returned does not pass our return requirements or appears damaged when compared against the pre-shipping photos, you will have 5 business days to arrange for the product to be picked up at your cost or the product will be donated to a local shelter with no refund or credit offered. Of course this is not the result we want to see for anyone, so please only return a product after receiving an authorization number and ensure it meets the return requirements.
In the event you find the product to be defective after it is worn, please contact the Returns team at email@example.com. We may need to speak with you, and obtain pictures or a video of the issue.
Our Returns Team will then need to get in touch with our manufacturer and attempt to request a return authorization from them prior to issuing a return authorization to you the customer. The result of this is subject to the manufacturers decision. Sole City Shoes reserves the right in its sole opinion to determine if the request is reasonable to make a claim, review previous purchase/return history, and Sole City Shoes shall be in no way required to provide evidence of the defect being refused.