Refund policy
Cancellation
We ONLY accept order cancellations BEFORE the item has gone into production. (Usually a matter of a few hours.) If the order is cancelled you will get a full refund. We cannot cancel the order once we have begun making it for you.
Please contact our Customer Service at support@soledesignstudio.com to request a cancellation.
If the shoes do not fit
If the shoes you ordered do not fit correctly, please contact us as soon as possible or within 14 days of receiving the order to arrange for your FREE SIZE REPLACEMENT. As long as the shoes are in an unworn/unused condition, we’ll happily make you another pair in a different size. The replacement shoes will have the same design as the original order. The newly requested size must be within two sizes of the original order. Only one (1) size exchange per order.
Fill out our Size Replacement Request form or email Customer Service at support@soledesignstudio.com to request a size replacement.
Exchanges
All exchanges are done through our Free Size Replacement Policy outlined above.
Please contact our Customer Service at support@soledesignstudio.com to request an exchange.
Returns (if applicable)
We accept return of standard products only. A standard product is defined as one that is ready made. Custom made or custom-made-to-order products are NOT considered a standard product. For standard products, customers have the right to apply for a return within 14 days after the receipt of the product. To be eligible for a return, your item must be unused and in the same condition that you received it. The buyer is responsible for any return shipping costs.
To complete your return, please contact our Customer Service at support@soledesignstudio.com.
Made-to-order and Custom-made items are not refundable.
The majority of products sold on this site are custom or custom-made-to-order. In other words, the item does not exist until a customer places an order for it. At that time, the item is created specifically to fulfill that order. Thus, these items are not routinely refundable. However, if you have a specific issue with your item, please contact us support@soledesignstudio.com.
Unfortunately, we cannot accept returns on sale items or gift cards. Do NOT return items without contacting us first and receiving authorization. (Any unauthorized return will be given a store credit of not more than 50% of the purchase price less the original shipping fee.)
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Express shipping fees are non-refundable. Please get in touch if you have questions or concerns about your specific item.
Refunds
Once your return has been received, inspected and approved, your refund will be issued using your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
Sole Design Studio reserves the right to offer a full or partial store credit in place of a refund should circumstances warrant it. Store credits are given solely at the discretion of the store.
The buyer is responsible for any return shipping costs.
Please contact our Customer Service at support@soledesignstudio.com for more information about this option.
Damaged Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.