To arrange a return please read the information below, where you will find return instructions, details and addresses.
If you need any assistance you may contact us using the form on this page.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Shoeboxes constitute part of the product, we are unable to issue a full refund where labels or tape have been attached to the shoebox.
To complete your return, we require a receipt or proof of purchase. Please provide this with your return, if you no longer have it available please enclose a note with your order details including your address and order number.
Find Your Sole
c/o Shoeniverse Ltd
37-38 Market Place,
Please do not send your purchase back to the manufacturer.
Several types of goods are exempt from being returned. Unless they are faulty or incorrectly supplied, the following items cannot be returned:
Products that were ordered over 30 days ago
Underwear and swimwear
Opened cosmetics, perfumes and skincare
Any perishable goods, such as food or flowers
Any items specifically marked as non-returnable
Additional non-returnable items:
Some health and personal care items
Refunds (if applicable)
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 applicable)
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 email@example.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item please contact us via our returns page.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
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 over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.