Refund Policy
We want you to feel confident shopping with Sole Sack. If something isn’t right, we’re here to help.
Returns
We offer a 14-day return policy, meaning you have 14 days from the date you receive your order to request a return.
To be eligible for a return:
- Your item must be in the same condition that you received it
- Unused
- With all original packaging and accessories
- You must provide proof of purchase (order confirmation, receipt, etc.)
To start a return, please use the Contact option on our website and include your order number and details about the item you wish to return.
If your return is accepted, we will provide return instructions and, where applicable, a return shipping label.
Items sent back without first requesting a return will not be accepted.
You may contact us at any time with questions regarding returns through the Contact option on our website.
Damages and Issues
Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately through the Contact option so we can review the issue and resolve it promptly.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including but not limited to:
- Custom or personalized items
- Digital products or downloadable content
- Items marked as final sale
- Gift cards
For hygiene and safety reasons, we may refuse returns on items that show signs of use, wear, or contamination.
If you are unsure whether your item qualifies for return, please contact us before sending it back.
Sale items and gift cards are non-refundable.
Exchanges
The fastest way to receive a replacement item is to:
- Request a return for the original item through the Contact option
- Once approved, place a new order for the replacement item
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days without providing a reason.
Items must be returned in the same condition received — unused, with tags (if applicable), in original packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved or declined.
If approved, refunds will be processed to your original payment method within 10 business days.
Please note that your bank or card provider may require additional time to post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us through the Contact option on the Sole Sack website.