Returns And Exchange Policy
Each return request is cared for on a case-by-case basis with the ultimate objective of making our customers happy. We inspect and photograph each product prior to shipping it to you and stand behind our goods and services. We want to ensure our customers are satisfied with their order. Our philosophy is to deal on any return request fairly and reasonably.
So how do we do this? All returns must be in an unworn and sellable condition in the original packaging. A return must be received and in a condition which it can be sold, in Sole City’s reasonable opinion, in order for the return to be accepted. Your return request should follow the standard protocol outlined below and be requested no later than five (5) calendar days from the date the product was delivered. While we will always do our best to resolve any issue or return a product where a customer requires, Sole City Shoes does reserve the right to deny a return, which does not comply with these rules.
Exchanging an Item
When an exchange request is received Sole City Shoes will review the need to ensure if the correct size is available and the new sizing is selected correctly. Once an exchange is approved we will follow the same process as returning an item below except instead of a refund the new size of shoes will be shipped to the customer.
Requesting a Return
When a return request is received Sole City Shoes will review the concern and determine if a return or exchange can be approved. Once approved Sole City Shoes will provide shipping label by email that can be printed and used to ship the package back to Sole City Shoes, along with instructions on where the package can be sent back from, depending on your location and the shipping company used.
Once an approved return has been received and successfully inspected the return team will provide you confirmation email detailing an accounting of your refund to your initial form of payment less a restocking/shipping fee of $25. Sole City Shoes covers the cost of the shipping* and return shipping* with this fee, and ensures the return process is kept as simple for the customer as possible.
*Free shipping not available outside of Canada or in remote locations.
*Return Shipping may not be possible outside of Canada, or may carry an additional fee that will be explained prior to accepting the return.