Returns & Refunds

We want every pair to feel right. If something isn't working out, you have 30 days from delivery to return most items for a refund or exchange. This page explains exactly how returns work at Souls with Soles, what can and can't be returned, and how we handle damaged or defective pairs. If you ever have a question, email us at support@soulswithsoles.com and a real person will help.

Our 30-Day Return Window

You have 30 days from the date your order is delivered to start a return on eligible items. We use the delivery date from your tracking, so the clock starts when the box reaches you — not when it ships.

Returns started within this window are eligible for a full refund to your original payment method, or for an exchange, as described below. Requests made after 30 days may be declined or, at our discretion, accepted for store credit. If you're close to the deadline, just reach out and we'll do our best to work with you.

Condition: What Makes an Item Returnable

Because each pair is meant to find a long life on someone's feet, returned items must come back to us in the same condition you received them. We get it — you need to try shoes on to know they fit, so please do so indoors, on a clean carpeted surface, and keep the soles pristine until you're sure you're keeping the pair. Specifically, returned shoes must be:

If a returned item arrives worn, damaged, or missing its box or parts, we may decline the return, reduce the refund to reflect the loss in value, or ship the item back to you. We'll always contact you first if there's an issue, so nothing is decided without you.

• Unworn and unwashed, with no signs of outdoor wear, scuffing, or creasing on the soles.
• Free of marks, odors, pet hair, or damage.
• Returned in the original shoebox, with the box protected inside an outer shipping carton — please don't tape a label directly onto the shoebox.
• Complete with any original packaging, dust bags, laces, inserts, tags, and paperwork that came with the pair.

How to Start a Return

Starting a return takes a couple of minutes, and you can do it either way that's easier for you:

Once your request is approved, we'll email you a return confirmation and instructions, including where to send the pair and (where applicable) a prepaid or discounted shipping label. Please don't ship anything back before you've received this confirmation — packages sent without an authorized return can be delayed or hard to match to your order. Pack the shoebox inside a sturdy outer carton, include any paperwork we ask for, and keep your tracking number until your refund or exchange is complete.

• From your account: Sign in, open your order under Purchases, and select the item you'd like to return or exchange. You'll be guided through the reason and the next steps.
• By email: Write to us at support@soulswithsoles.com with your order number and the item(s) you'd like to return, and we'll set it up for you.

Refunds: Method & Timing

Refunds are issued to your original payment method — the same card or payment account used at checkout. We're not able to redirect a refund to a different card or person.

After your return arrives, we inspect it within a few business days. Once it's approved, we process your refund and you'll typically see it land in about 5–10 business days, depending on your bank or card issuer. We'll email you when the refund is on its way.

Original shipping charges, if any, are refunded only when the return is the result of our error or a defective item. Otherwise, the cost of any return shipping (see below) is deducted or borne by you, and original shipping is non-refundable.

Exchanges & Size Swaps

Need a different size? We're happy to do a size swap on eligible, in-stock items. Start the exchange from your account or by email, let us know the size you'd like, and send back the original pair in returnable condition.

Once we receive and approve the original, we'll get your new size on its way. If the size you want is out of stock, we'll let you know and can either notify you when it's back or issue a refund instead. For a different style or color, the simplest path is usually to return the original for a refund and place a fresh order so you don't lose your spot on a size that's selling quickly.

Final Sale: Custom, Personalized & Made-to-Order Pairs

Custom commissions, personalized pairs, and made-to-order shoes — including our Soulless blank/custom line, any pair with embroidered initials, and any added heritage mark — are final sale. They cannot be returned or exchanged, except in the case of a defect or an error on our part (covered below).

Here's why: these pairs are built specifically for you, from your choices, and aren't restocked or resold. Personalized details like initials are unique to your order, so a returned custom pair can't move on to another customer.

Because final sale means we both need to get it right the first time, we double-check your personalization before we build. We confirm your initials (maximum 3 letters), your chosen heritage mark, and your size against your order, and at checkout we ask you to approve and acknowledge that customized pairs can't be returned. Please review your spelling and selections carefully — once a build begins, we can't undo it.

A note on customization content: we reserve the right to refuse any personalization — including initials or marks — that we believe contains profanity, slurs, or hateful or explicit content. If a request is declined for this reason, we'll contact you to adjust it or arrange a refund before building.

Damaged or Defective Items — We Cover It

If your pair arrives damaged, or you discover a genuine craftsmanship or materials defect, we'll make it right at no cost to you — this applies to custom and personalized pairs too.

Email support@soulswithsoles.com within 30 days of delivery with your order number and a few photos of the issue. We'll review and, depending on the situation, repair the pair, replace it, or issue a full refund including any original and return shipping. For defective items, we cover return shipping with a prepaid label.

This covers true defects, not ordinary wear and tear, accidental damage, or the natural patina and break-in that leather and handmade footwear develop over time. For those, our resole program is often the better answer.

Resole Instead of Replace

We build shoes to be resoled for life. If your soles have worn down from honest use, you don't need to replace the whole pair — send them in and we'll resole them, charging only the cost of materials.

Resoling is a repair service, not a return, so it isn't bound by the 30-day window — it's available for the life of the shoe. It's the most sustainable option and keeps a pair you love on your feet for years. To start a resole, email us or use the Resole option from your account, and we'll walk you through sending them in.

Who Pays for Return Shipping

For standard returns and size swaps where you've simply changed your mind or need a different fit, return shipping is your responsibility. Depending on your order, we may provide a prepaid label and deduct a flat return-shipping fee from your refund, or ask you to ship the item back yourself — your return instructions will spell out which applies.

When the return is because of our mistake or a defective item, we cover return shipping in full with a prepaid label, and we refund any original shipping you paid. We recommend using a trackable, insured method for anything you ship yourself, since we can't be responsible for returns lost in transit before they reach us.

International Returns

We accept returns from outside the United States within the same 30-day window and on the same condition terms. International return shipping costs, along with any duties, taxes, or customs fees on the return, are the customer's responsibility unless the return is due to our error or a defective item.

Please mark international return parcels clearly as 'returned goods' to help avoid unexpected import charges on our end; we're not able to refund returns held or surcharged by customs because of incorrect labeling. Original duties and taxes you paid on the order are generally non-refundable by us, though you may be able to reclaim some directly from your local customs authority. If you're shipping internationally, email us first and we'll help you do it the smoothest way.

Questions & Contact

We'd genuinely rather help than have you guess. For anything about a return, refund, exchange, resole, or a damaged pair, reach out and we'll take care of you.

Email: support@soulswithsoles.com. Mailing and return-shipping details are included in your return confirmation. Souls with Soles is based in Chicago, Illinois, USA, and this policy is governed by the laws of the State of Illinois. This policy is offered alongside, and does not limit, any rights you may have under applicable consumer-protection law.

Last updated: June 2026.