Refund Policy

Refund & Return Policy

At Sole Mates, your satisfaction is our top priority. If you're not completely satisfied with your order, we’re here to help. Please read our return and refund policy below for full details.

Return Window

You have 30 days from the date of delivery to initiate a return or exchange.

Return Eligibility

To be eligible for a return or exchange:

  • Items must be unused and in original condition

  • All tags must be attached

  • Items must be returned in their original packaging

  • You must include your order number on or inside the return package

Non-Returnable Items

  • Pre-ordered products

  • Used or worn items

  • Items not in original condition or missing packaging

Common Return Scenarios

  • Late Delivery (Over 21 Days): You’re eligible for an $8 refund as compensation.

  • Defective or Quality Issues: We’ll send you a replacement pair free of charge.

  • Wrong Size or Color Ordered: You can return or exchange the product, but the return shipping fee is your responsibility.

  • Changed Mind: Return or exchange accepted; you cover the return shipping fee.

  • Wrong/Missing Item: We’ll replace or correct the issue at no cost to you.

  • Damaged in Transit: Replacement pair sent free of charge.

  • Incorrect Address Provided: Sole Mates is not liable for lost or stolen packages confirmed delivered to the submitted address. We will assist with tracking and verification.

  • Other Issues: Email us at info@solematesnyc.com and we’ll work with you to resolve the matter.

How to Return

  1. Contact Us: Email info@solematesnyc.com within 30 days of delivery and include your order number and reason for return.

  2. Approval & Address: If approved, we’ll send return instructions and the correct return address.

  3. Prepare Your Package: Securely pack the item(s) with all accessories and original packaging.

  4. Ship & Track: Send the item(s) to the return address provided and share the tracking number with us.

  5. Refund Processing: Once received and inspected, your refund will be issued to your original payment method within 3 days.

Refund Deductions Based on Condition

Returns must be in original condition for a full refund. Any visible wear or damage will result in partial refunds.

Damaged on Arrival

If your product arrives damaged:

  • Take clear photos of the damage and label

  • Email photos and description to info@solematesnyc.com within 5 days

  • We’ll ship a replacement free of charge. If it happens again, we’ll issue a full refund.

Lifetime Warranty

Each Sole Mates product covered under our lifetime warranty is eligible for a one-time replacement due to defects in materials or craftsmanship.

  • 1 warranty = 1 product

  • Multiple products require multiple warranties

Order Cancellations

  • Within 24 hours: Free cancellation

  • After 24 hours: 20% administration/restocking fee (based on product price before discounts)

Partial Refunds

We may offer partial refunds or store credit at our discretion.

  • Once accepted, no further claims or replacements are eligible for the item in question.

  • Please consider carefully before accepting a partial refund.

Chargebacks & Disputes

We pride ourselves on fairness and customer satisfaction. Please reach out to us first with any concerns—we are here to help.

  • Filing a fraudulent chargeback may result in legal action.

  • Contact info@solematesnyc.com to resolve any issues quickly and fairly.

Additional Notes

  • All returns must be approved by customer service. Unauthorized returns will not be accepted.

  • For questions, email us at info@solematesnyc.com. Our team is available 6 days a week.

Thank you for shopping with Sole Mates. We’re committed to making sure you’re happy with every step.