Refund policy

Returns & Refund Policy

The Sole Society
South Africa

At The Sole Society, we want you to be happy with your purchase. If there’s an issue with your order, we’ll do our best to resolve it quickly and fairly.

Please read our returns and refund policy below before making a purchase.

1. Change-of-Mind Returns

We accept returns for eligible items if you have simply changed your mind, provided that:

The return is requested within 7 days of receiving your order.
The item is unused, unworn and in its original condition.
Sneakers must not have been worn outdoors.
The original packaging, tags and accessories must still be included and in good condition.
The item must not show any signs of damage, dirt, washing, alteration or wear.

Items that do not meet these requirements may be refused for return.

Please note: Return shipping costs for change-of-mind returns are the responsibility of the customer.

2. Incorrect or Faulty Items

If you receive an incorrect, damaged or faulty item, please contact us within 7 days of receiving your order.

Please provide:

Your order number
A description of the issue
Clear photographs of the item and packaging
Any other information we may reasonably require to investigate the issue

If the item is confirmed to be faulty or was sent incorrectly, The Sole Society will arrange an appropriate solution, which may include a replacement, repair or refund where applicable.

We will cover reasonable return shipping costs where the issue is due to an error on our part or a confirmed product fault.

3. Items We Cannot Accept for Return

Returns will not be accepted for:

Items that have been worn, washed or used
Items with marks, stains, odours or other signs of use
Items that have been damaged after delivery due to customer use
Items missing their original packaging, tags or accessories
Customised or personalised items, where applicable
Returns requested outside the applicable return period

4. Refunds

Once your returned item has been received and inspected, we will notify you whether your return has been approved.

If approved, your refund will be processed using the original payment method where reasonably possible.

Please allow 5–10 business days for your refund to reflect, depending on your payment provider or bank.

Original delivery fees are generally non-refundable for change-of-mind returns.

5. Exchanges

If you would like to exchange an eligible item for another size or product, please contact us first.

Exchanges are subject to stock availability. If the requested item is unavailable, we may offer a refund or another suitable option.

The customer may be responsible for return and reshipping costs where the exchange is due to a change of mind or incorrect size selection.

6. Wrong Size

Please check our sizing information carefully before placing your order.

If you order the incorrect size, this will generally be treated as a change-of-mind return, provided the item is unworn and meets all return requirements.

7. How to Request a Return

To request a return, please contact The Sole Society through our official customer service contact details and include your order number and reason for the return.

Please do not send an item back without contacting us first. We will provide the necessary return instructions.

8. Return Shipping

All returns must be sent using a trackable delivery service.

The Sole Society cannot be held responsible for returns that are lost or damaged while being returned to us where the customer arranged the return.

For approved faulty or incorrect-item returns, we will provide appropriate instructions regarding return shipping.

9. South African Customers Only

The Sole Society currently ships within South Africa only. All orders, returns, exchanges and refunds are therefore subject to our South African terms and applicable consumer protection requirements.

Nothing in this policy is intended to limit or exclude any rights you may have under applicable South African consumer law.