Sole and Santé Refund and Returns Policy

At Sole and Santé, we are committed to providing our customers with luxury footwear of exceptional quality. We understand that sometimes a purchase may not meet your expectations. This policy outlines how we handle returns, exchanges, and refunds to ensure your satisfaction.

Return Eligibility

Returnable Items

You may return merchandise purchased from Sole and Santé under the following conditions:

• Items must be returned within 30 days of delivery
• Products must be unworn, unused, and in their original condition
• All original packaging must be intact, including dust bags, boxes, and any protective coverings
• All original tags and authenticity certificates must remain attached
• Items must be free from scents, makeup, or other signs of wear

Non-Returnable Items

The following items cannot be returned:

• Custom-made or personalized footwear
• Items marked as “Final Sale” at the time of purchase
• Sale items with discounts greater than 40% off the original price
• Footwear with visible signs of wear, damage, or soiling
• Items without original packaging and documentation
• Gift cards

Return Process

Online Purchases

1. Contact Customer Service: Email returns@soleandsante.com with your order number, the item(s) you wish to return, and the reason for your return. Please include “Return Request” in the subject line.
2. Receive Return Authorization: Our customer service team will review your request and send you a Return Authorization (RA) number and return instructions via email within 1-2 business days.
3. Package Your Return: Carefully pack the item(s) in their original packaging. Include all accessories, documentation, and a printed copy of the return email with your RA number.
4. Ship Your Return: Send your package to the return address provided in the return instructions. We recommend using a tracked shipping service for your protection. Please note that return shipping costs are the responsibility of the customer unless the item was received damaged or incorrect.
5. Return Processing: Once we receive your return, please allow 5-7 business days for our quality control team to inspect and process your return.

In-Store Purchases

Items purchased directly from our boutiques can be returned to any Sole and Santé retail location worldwide. Please bring:

• The original receipt or gift receipt
• The item in its original condition with all packaging
• The credit card used for purchase (if seeking a refund to the original payment method)

Exchange Policy

If you wish to exchange an item for a different size or color:

1. Follow the return process outlined above
2. Clearly indicate in your email that you would like an exchange
3. Specify the desired replacement item (size, color, style number)

Please note:

• Exchanges are subject to product availability
• If the replacement item is priced higher than the original purchase, we will send you a payment link for the difference
• If the replacement item is priced lower, you will be refunded the difference
• You may only exchange once per original purchase

Refund Methods

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Card, Google Pay, Apple Pay Purchases: Refunds will be processed through Stripe to the original payment method. Please allow 7-10 business days for the refund to appear on your statement after processing.
• In-Store Cash Purchases: Cash refunds are available only for in-store purchases and must be processed at a physical Sole and Santé boutique.

International Returns

For international orders:

• All international returns follow the same condition requirements as domestic returns
• Return shipping for international orders is the responsibility of the customer unless the item arrived damaged or incorrect
• Import duties, taxes, and customs fees are non-refundable unless required by law in your jurisdiction
• Processing time for international returns may take up to 14 business days after receipt

Damaged or Incorrect Items

If you receive items that are damaged or incorrect:

1. Contact our Customer Care team at returns@soleandsante.com within 48 hours of delivery
2. Include your order number and provide clear photos showing the damage or discrepancy
3. Our team will arrange for collection of the item at our expense
4. You will receive a full refund or replacement at your preference

We take quality control very seriously and appreciate your feedback on any manufacturing defects or shipping issues.

Sale Items

Items purchased on sale are eligible for return under the following modified conditions:

• Sale items with discounts up to 40% follow our standard return policy
• Sale items with discounts greater than 40% are final sale and cannot be returned unless defective
• Seasonal sale events may have specific return timeframes communicated at the time of purchase

Restocking Fees

Sole and Santé does not currently charge restocking fees for standard returns that comply with our policy. However, we reserve the right to:

• Deny refunds for items that show signs of wear or do not meet our return conditions
• Reduce the refund amount for items returned without original packaging or with incomplete components

Gift Returns

If you received an item as a gift:

• Email returns@soleandsante.com with the order number or gift receipt information
• Returns will be processed as store credit equal to the purchase price
• The original purchaser will not be notified of the return
• Store credit will be emailed to you and can be used online or in any Sole and Santé boutique

Extended Holiday Return Policy

During the holiday season (November 15 – December 31), any purchases made within this period can be returned until January 31 of the following year, provided they meet all other return conditions.

Changes to This Policy

Sole and Santé reserves the right to modify this Refund and Returns Policy at any time. Any changes will be effective immediately upon posting on our website. The policy that was in effect at the time of your purchase will apply to your return.

Contact Us

If you have questions about returns or need assistance with the return process:

• Email: soleandsante@gmail.com
• Phone: +66886423515
• Socials:
  • Instagram

Our Customer Care team is available Monday-Friday, 9:00 AM – 6:00 PM (CET).

Last Updated: April 27, 2025