Refund and Exchange Policy

"If the Shoe Doesn’t Fit, Swap It!" Exchange Policy

Finding Your Perfect Fit
You heard that right. We understand that finding the perfect shoe size online can sometimes be a challenge. That's why we offer a straightforward exchange policy to ensure your shoes fit perfectly. It's simple contact us within 7 days and we will arrange a swap for you*.

How It Works:

  • Eligibility: If your new shoes don’t fit well, you can exchange them for another size under the following conditions:
    • Condition of Shoes: Shoes must be unused, unworn, and in the same pristine condition as when they arrived. We recommend trying them on a carpeted surface to avoid any wear marks.
    • Packaging: Must be returned in the original packaging with all labels still attached.
    • Time Frame: You have 21 days from the date of purchase to initiate an exchange.
    • Item Type: This exchange policy does not apply to sale items or purchases made with a discount or affiliate code. In these cases, only a credit note will be issued, not an exchange.

Procedure for Exchange:

  • Contact Us: Reach out to us at with your order details and the size you wish to receive instead.
  • Send It Back: Return the ill-fitting shoes to us at the following address:
    • Sole Shoes Ltd
    • PO Box 163070
    • Lynfield
    • Auckland 1443
    • New Zealand
  • Shipping Cost: Please note that return shipping fees are your responsibility.

Upon Receipt:

  • Inspection: Once we receive and inspect the shoes, ensuring they meet the return condition criteria, we will process your size exchange.
  • Replacement Dispatch: We will ship the new size to you as soon as possible.

Additional Notes:

  • Limitations: Only one exchange is permitted per purchase. If you find the second pair still doesn’t fit, a store credit will be issued instead of another exchange.
  • Communication: We will keep you updated via email throughout the process. From confirmation of your exchange request to notification when the new size is dispatched.


Change of Minds / Exchanges Policy

Our products are made with extreme care, love, and the best fabrics. We hope you love them as much as we do, but if not, here's how you can return or exchange your purchase:

  • Eligibility for Refund or Exchange:

    • Condition: Items must be unused, unworn, and in the same condition as received. We recommend trying shoes on carpet to prevent wear marks.
    • Packaging: Must be returned in original packaging with all labels attached.
    • Purchase Type: Not applicable to sale items or items purchased using an affiliate link or discount code. These are only eligible for a credit note, not a refund.
    • Time Frame: Must be returned within 21 days from the date of purchase.
    • Exchange Restrictions: Only one exchange is permitted per purchase. If more than one exchange is needed, only a store credit will be issued, not a refund.
  • Procedure for Exchanges:

    • Contact us at with the reason for your exchange and the details of the item you wish to receive.
    • Exchanges can only be made for the same item, or one equivalent in value or greater.

Refund Policy Specifics

We process refunds under specific conditions, aiming to ensure each case is handled with care:

  • Fees and Deductions:

    • Transaction Fees: We will deduct fees charged by Afterpay, Laybuy, Paypal, or the equivalent from Shopify payments from your refund amount.
    • Shipping Costs: You are responsible for the cost of return shipping.
  • Return Instructions:

    • Mail the item to: Sole Shoes Ltd, PO Box 163070, Lynfield, Auckland 1443, New Zealand.
    • Upon receipt and inspection, we will email you to confirm whether the item is eligible for a refund. If approved, the refund will be processed within 10 business days and credited to your original method of payment. 
    • Please advise why you are returning the shoe to be investigated.
  • Non-Receipt of Refund:

    • If you haven't received your refund, please first check with your bank or credit card company. It may take some time before your refund is officially posted. If after checking, you still have not received your refund, please contact us at

Items Not Eligible for Return

  • We cannot accept items that are not in their original condition or are returned after the 21-day period (According to the NZ Consumer Guarantees Act), except in cases of faulty items. If such items are returned:
    • Our team will contact you to discuss whether you would like the items to be sent back to you. Any items returned under these circumstances will incur a shipping cost.

Faulty Products
If you receive an item that is defective, damaged, or incorrect, please inform us immediately. We are committed to replacing your item or rectifying the issue in compliance with consumer protection laws.

Additional Information

  • Customs Duties & Taxes: International customers are responsible for any local taxes and duties incurred.
  • Customer Support: For any questions, reach out via our Facebook or Instagram pages, or email us at

Shopping Experience
Enjoy your shopping with us, knowing that if anything is amiss, we are here to ensure your satisfaction.

Happy shopping, divas! 🌟