Returns
14-day right of withdrawal
You have 14 days from the day you receive your order to withdraw from the purchase without giving a reason. Email us your order number at info@soalune.com. You can use any clear statement or the model withdrawal form in our terms and conditions.
How and where?
After your message, we'll email you the return address and the steps within 2 working days. Send the shoes back within 14 days of telling us, unworn and in their original packaging. You may try them on at home as you would in a shop; please don't wear them outside. We ask you to email us first so we can identify your parcel; this does not limit your rights.
Who pays for the return?
- If you withdraw from the purchase (for example because the size or style isn't right), you pay the cost of sending it back.
- If the product is faulty, arrived damaged or isn't what you ordered, we pay for the return.
Need a different size?
Email us your order number and the size you need. We'll explain how it works: you simply order the new size and return the old pair under these conditions.
Refund
We refund everything you paid, including any standard shipping costs, within 14 days of your notice and using the same payment method. We may wait to refund until we've received the shoes or you've shown that you've sent them.
Legal guarantee
On top of the withdrawal period, you're entitled to the legal guarantee of conformity: 3 years from delivery. If a product has a defect, email us your order number and a photo. We'll repair or replace it, or refund you, at no cost to you. Normal wear and tear is not covered.
Cancelling an order
If your order hasn't shipped yet, we'll cancel it and refund everything. Email us as soon as possible.