Returns & Refunds

Order Cancellation

At SoleMates Shop, we strive to process and ship orders as quickly as possible to minimize delivery times. For certain regions, our fulfillment process is automated to speed up shipping, ensuring that your order reaches you in the shortest time possible.

Because of this, once an order has been paid for with a card, it cannot be canceled, as fulfillment begins immediately.

However, if you no longer wish to keep the items once they arrive, you are welcome to return them, and we will issue a full refund for the product(s). Please note that in this case, the return shipping costs will need to be covered by the customer.

Refunds

We offer a 100% Money Back Guarantee on all products that are defective or damaged during shipping. Just send us the picture at contact@solemates-shop.com and we will provide a replacement or refund as preferred.

If you are unsatisfied with your order – please contact our support and we will do our best to help you out! 

Customers will be responsible for paying return shipping costs.

Wrong Size Selection

At SoleMates Shop, we want you to love your purchase, and we understand that sometimes sizing may not be quite right.

If you find that the size you selected does not fit as expected, we are happy to accept a return in accordance with our return policy. However, please note that return shipping costs will need to be covered by the customer in cases where the item was shipped in the exact size selected at checkout.

To help customers avoid this situation, we have included a size recommendation notice on the product page, which advises selecting one size up for the best fit due to the unique design of our slippers. We strongly encourage reviewing this guidance before purchasing.

We Do Not Issue The Refund If

Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address).

Returns

Customers who wish to return products for various reasons and fall within the 90-day return right period, will have to pay the shipping charges and ship the products to one of our warehouse addresses.

Then you will have to send us the tracking number of your order to Contact@SoleMates-shop.com

Once the parcel has arrived at our warehouse, we will refund 100% of the amount paid when placing the order.

Products must be carefully packed and returned with all accessories exactly as received.

We have several warehouses in Europe, USA and China. The parcel will have to be returned to the warehouse address from which the original parcel was shipped, and the cost of transportation is suported entirely by the customer.

Last Policy Update 3 June 2025