Return Policy
Every pair from SoleFamily is checked before it leaves us, and we want you to be happy with the sneakers on your feet. If something isn't right, our return policy is simple and the same for retro releases and everyday styles alike.
How long you have
You can request a return within 30 days of delivery. The countdown starts the day your order arrives, so open the box, try the sneakers on indoors, and take your time deciding.
What we accept
- Sneakers must be unworn and in the condition you received them, with no creasing, scuffs, marks or odours.
- Return them in the original box and packaging, with any tags still attached.
- Include the original packaging so the pair can travel safely back to us.
- Try shoes on a clean indoor surface only. Sneakers worn outside can't be accepted.
How to start a return
- Contact us by WhatsApp or through the contact form within 30 days of delivery.
- Send your order number and a short note about the reason for the return.
- We'll reply with the return instructions and the address to send the sneakers to.
- Pack the sneakers securely in their original box and ship them back with a trackable service.
Refunds
Once your return arrives and passes inspection, we process the refund to your original payment method. Inspection covers condition, original box and packaging. We'll confirm by message when the refund has been issued. If you'd rather swap for another size or colour, tell us when you get in touch and we'll check availability.
Shipping costs and damaged orders
Return shipping is arranged by you unless the sneakers arrived damaged or we sent the wrong pair. In that case, contact us first with photos so we can sort it out. Orders ship with a tracking number, and shipping takes 7-15 business days, so keep your tracking details until the return is complete.
Order questions
Free shipping applies to orders over $50, and checkout is secure. If you have a question about sizing, delivery or a return, reach us by WhatsApp or the contact form and we'll help you get the right pair.