Returns & Exchanges

Returns Policy

Please read clearly below regarding refunds, returns and exchanges

Please be aware of the following;

  • The sneaker must be in the exact same condition you received it in, including the original packaging, the original shipping box, extra laces, accessories, no damage or creases to the foot of sneakers from try-on and wear.

  • You MUST ship back the item in a CARDBOARD Shipping Box. 

To get started with an exchange or return, please head to our returns portal found here;

All returns are processed as store credits. We do not offer cash refunds of any kind. 

For exchanges, please head to the returns portal and return your item. Once we receive and process it, you will be issued a store credit for the value of the item.

Please allow 3-7 business days for your return to be processed once it is received.

All customers are eligible to return their order and receive a store credit, provided the criteria below is met.

  • You must notify us or submit a return within 14 days of receiving your order. 
  • The item does not have ‘Clearance’ in its title

  • The sneaker must be in the exact same condition you received it in, including the original packaging, the original shipping box, extra laces, accessories, no damage or creases to the foot of sneakers from try-on and wear.

  • You MUST ship back the item in a CARDBOARD Shipping Box. 

We only issue you store credit in the amount of the item you purchased. Shipping costs are non-refundable.

YOUR USE OF THE SITE AND/OR THE SERVICE, OR THE PURCHASE OF ONE OF OUR PRODUCTS, SIGNIFIES YOUR AGREEMENT TO THESE TERMS AND CONDITIONS AND CONSTITUTES YOUR BINDING ACCEPTANCE OF THIS THEM, INCLUDING ANY MODIFICATIONS THAT SOLE AU MAKES FROM TIME TO TIME.

You agree to the following terms and conditions once you submit a return to us and send back your item; 

  • We reserve the right at any time for any reason to refuse any refund, exchange, store credit to any customer.
  • If the price of an item has changed between the time you purchase it and repurchase it due to an exchange, you will have to pay the new price. We cannot honor previous sale prices due to limitations in stock allocations.
  • You must ship the item back to us inside another cardboard shipping box to protect it from damage during transit.
  • Satchels are NOT acceptable to ship your item back in. We send your items in a box to protect it from damage and expect the same to be done when you return an item to us. WE WILL DENY RETURNS RECEIVED IN A SATCHEL.
  • Until your return reaches us, you are liable for it. It is up to if you wish to purchase insurance for the parcel. We will not take responsibility for any lost or stolen returns nor provide any compensation. If we don't receive the item back, we won't provide any refunds either.
  • Threats and abuse to our staff, selecting inaccurate return reasons, taking advantage of our returns system to defraud us will lead to the denial of your return.
  • We take pictures of all items before they leave our warehouse. If we receive any damaged items, items clearly worn, items in any condition different to how it was sent, incorrect items, we reserve the right to deny the refund and invoice you for the shipping costs which will be incurred when we send the item back to you. Depending on the severity of this fraudulent behaviour, we may refer the matter to the authorities.
  • If you falsely claim your goods are faulty or claim you received the incorrect item in order to bypass returns shipping charges, we will deny the return and you will be required to pay a fee of 10% of your total order value alongside a $15.00 shipping charge to receive your goods back.
  • If we have already received the item back and our policies have been violated, we will deny your refund and you will be required to pay a fee of 10% of your total order value alongside a $15.00 shipping charge to receive your goods back. If you refuse to pay within 14 days, your goods will be seized.

Store credits for returns/exchanges are processed and sent to the email address originally used to place the order. Store credits are not transferrable and do not expire. Store credits can only be used by the original customer.

Order cancellations and the subsequent refund back to your original payment method requested by customers after an order is placed will incur a 20% restocking fee. Charges for shipping will also not be refunded. The restocking fee is intended to cover the transaction fees our small business incurs by payment providers as well as costs related to marketing. You agree to our cancellations policy in our terms & conditions when making a purchase.

International Returns: We are only able to provide instant refunds to Australian citizens. Our standard returns portal is also for Australian customers only.

To return an item internationally, please head to your local post office and purchase a cardboard box and place your sneaker inside. Then purchase postage and send your item off to us.

Please send to this address;

Name: SOLE AU Returns
Address Line 1: PO BOX 520
Address Line 2: Stanhope Gardens Post Office
City: Stanhope Gardens
State: NSW
Postal Code: 2768
Email: sales@sole-au.com

You will be required to pay for all international shipping costs unless we send you the incorrect or a faulty item.

We highly recommend referring to our size guide to alleviate any sizing concerns you have. 

Returns incur no cost to customers who receive a different size to the one they ordered, received a different item to the one they ordered and those who receive an item that might be faulty under Australian Consumer Law.

For any questions about our policies, please feel free to contact us on live chat or via email at sales@sole-au.com