All customers receive a 6 month warranty from the date the products were shipped to your client.
The order will include a returns form and address label but if the documents enclosed are not available
Affiliates click here to download a copy
Practitioners click here to download a copy
or contact our Returns Team - email@example.com
FROM NEW ZEALAND
Returns are at the cost of the Affiliate and Practitioner.
Please contact the Returns Team and they will email a return shipping label so the parcel can be returned.
To us the branded shoe box is as important as the shoes themselves, therefore we can’t accept shoes back for an exchange or refund without the original packaging in saleable condition.
Sole Distribution will accept shoes back for an exchange or refund provided that the following conditions are met:
- Unworn and unused with the original tags still attached.
- In the original packaging which must be in the original condition – please do not attach the returns label directly to the shoe box.
- If you are recycling the original postbag the shoes were sent in, turn the bag inside out or cover/remove any existing delivery or courier labels.
Once that’s done simply enclose the completed returns form and return to the nearest post office - but don’t forget to request and retain proof of postage and tracking information as Sole Distribution cannot issue refunds for items we do not receive.
To expedite the return, please email firstname.lastname@example.org with the tracking number so we can alert the warehouse of its arrival.
Refunds will be issued using the same method that was used to pay. The funds will be credited to the same account the payment came from.
We will process the refund within 7 business days of receiving the return at our warehouse, however during peak periods, this may increase to 10 business days.
Once the refund is processed, the time it takes for the funds to settle in the account will depend on the card issuer.
We can exchange the item for a new item of the same or lesser value. If the new item is of a lesser value the difference will be refunded to the same method that was paid.
CHANGE OF MIND
Clients are most welcome to send back the item/items to us (**for a full refund, less postage - customer is responsible for the return cost **). Please note we are unable to accept shoes returned with scratched or dirty soles or visible signs of wear.
We advise that when new shoes are tried on for the first time to wear socks and test them out on the carpet, just in case!
We aim to provide products of the highest standard and quality. If an item is received with a defect, please contact email@example.com in the first instance, our team will advise of the returns process and help resolve the problem as swiftly as possible. If the shoe is deemed a wear related fault for eg: wear related flex groove sole issue then the shoe will be repaired.
Please note that we may request photos of the defect/fault in order to speed up the returns process. Where necessary, Sole Distribution will reimburse the cost of the return postage for faulty goods.
For any assistance with your return or exchange please call our Returns Team on +61 3 9583 2337 or email us at firstname.lastname@example.orgWe reserve the right to refuse the return of goods which are not sent in accordance with our returns policy and we may request payment for the shipping of such goods back.
Our returns policy does not affect your statutory rights.