Loved this shoe! Great quality, just needs time to break in.
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:
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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 support@soleshoesnz.com with your order details and the size you wish to receive instead.
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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:
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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.
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Procedure for Exchanges:
- Contact us at support@soleshoesnz.com 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:
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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.
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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.
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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 support@soleshoesnz.com.
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 support@soleshoesnz.com.
Shopping Experience
Enjoy your shopping with us, knowing that if anything is amiss, we are here to ensure your satisfaction.
Happy shopping, divas! 🌟
Customer Reviews
Overall rating: 4.8 / 5 from 321 reviews.
Good communication and speedy delivery
Stunning and comfortable shoes. Amazing customer service. The packaging is so pretty.
I love them both x
Amazing quality, but needs to be broken in so it fits properly. Small fit.
I bought the black pair first and love them so much, I got the other colour too. Heavier than a normal jandal, but very dressy.
Great knee length boots if you have bigger calves they're perfect. Very comfortable, excellrnt quality. I cantcwait to wear them this winter.
Love these sandals! So comfy and cute. Definitely worth the wait xx
I love these mules. Purchased my first pair over 18 months. I wear them all the time (including on holiday in Europe) and they are still in perfect condition - comfortable and effortlessly stylish. Excited to rock a new pair in a different colour.
I ordered these boots on a Sunday night as an impulse buy. The arrived on my doorstep on Tuesday morning - I'm rural so that's super fast delivery! I received several emails regarding the dispatch of my order which was great customer service. On arrival I opened the box to the most stunning beautiful boots & they're leather! They are a perfect height to make walking easy but are high enough to give a fabulous glamorous look to the boots. I'm so happy with my purchase. Can't wait to wear them & I'll be buying more shoes in the near future.
Very very comfy and stylish love them best slides I have every bought ❤️
These sandals are so comfy! Very unusual to put on any shoe for the first time and for it to feel so soft and comfortable like a pair of slippers 🤣🤣
V comfy. I feel like a bad bitch.
Could I be more inlove with these boots? Nopes 😍 They are such a statement piece and oh so comfortable. Cannot wait to start pairing them with my autumn/winter looks. Obsessed.
Absolutely amazing heels! Great for wide feet and for adding a bit of glamour to any outfit
I seriously can’t get over how comfortable these heels are! I love heels, but hardly ever wear them as the balls of my feet get so sore, but I’ve worn these out a few times now and danced the night away with 0 pain! Love love love them
Absolutely love these comfy, stylish sandals. Perfect for the summer! They also have a cousion sole which is my favorite feature.
Boots are of high quality, comfort and super stylish! Ticks all the boxes!
Loving these slides Zen leather slides from Sole Shoes 💗🌸
Great customer service and great quality shoes!
Took a while to come but was easy to apply. Just what I needed, thx
Alcohol-Free Shoe Protector Spray for Leather, Suede & Fabrics
Fantastic shoes.
Emerald Green Satin Heels with Rhinestone Bow Wrap – Brooke (10cm Heel)
Amazing 😍 packing was good. Delivery with care. And quality is outstanding. As showed on the website. Thank you.
These are gooooorgeous boots and I got them for a steal but, they are not suitable if you have a bigger calf. I am having them altered because they're "to die for" but I cant pull them up over my calf. The inner is leather so I hope they will give a bit but the opening of the boot cannot cope with my calf at 40cm
Lovely fit, look great on
Gorgeous as always, loveee all my Sole Shoes
Love my boots
Haven’t worn these yet but they are stunning. Look like great quality.
Was surprised to be asked to review after total debacle. Shoes arrived in the wrong colour. All that “quality control” before despatch didn’t happen this time. Emailed, no response, emailed again, no response. Messaged on FB, finally an email back. Admonished for messaging more than necessary because apparently the automated message tells me it will be 5 days to get a reply! Really? Never received any automated reply. Of course, my size in correct colour is now sold out! Just as well, I would not deal with this business again. I returned shoes, at their cost. Eventually was notified they had received them and a refund would be forthcoming within ten days! Dear me, I thought it was 2026, not 1985. Received refund, brought shoes from Repertoire, correct colour, perfect, thank you.
A nice nude shoe with a bit of interest. Reasonably comfortable for new shoes
Excellent quality, comfy, sylish. I can’t wait to wear them!
Absolutely love these heels! The fit is true to size, they’re surprisingly comfortable, and the quality feels really premium. The color is even nicer in person and they go with so many outfits. Very happy with my purchase 🤎
Extremely uncomfortable
Amazing heels, fit, colour, chic!
These are awesome sandals. Comfy wide fitting. Photo of them online look like a lolly pink but they are more dusky which I really like. Buckles give a hint of glam.
Perfect fit perfect colour and stunning shoe. Comfortable for wide feet.
Perfect fit! So sleek and easy to dress up or down. Now I want them in wine too!
Really beautiful shoes that are so comfy to wear
Shoe is beautiful. But sling back is too long and would require my heel to hang over the back of the shoe. Will check with manufacturer as to what csn be done. But leather etc. Is gorgeous.
Fit well Arrived nicely
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