Refund policy

Effective September 8, 2026

Returns and exchanges may be requested within 30 calendar days after confirmed delivery. Items must meet the conditions below and be shipped within 7 calendar days after return instructions are provided, unless SSOLES approves additional time in writing.

Trying On SSOLES

Fit before play: Try SSOLES indoors over clean, dry footwear. Do not walk outdoors, on turf, or during athletic activity until you are sure of the fit. Outdoor or athletic use may make the product ineligible for return or exchange.

Normal impressions in the removable memory foam from a careful indoor try-on will not prevent a return or exchange. Replacement memory foam is available when necessary. Products showing dirt, outdoor marks, damage, excessive stretching, or actual wear will not be accepted.

Return Conditions

To qualify, the product must:

Have a return or exchange request submitted within 30 calendar days after confirmed delivery and be shipped in accordance with SSOLES return instructions.
Be clean and show no signs of outdoor or athletic use.
Not be washed, altered, cut, repaired, or modified.
Include its original packaging, labels, accessories, and inserts.
Be accompanied by valid proof of purchase.

Normal memory-foam impressions caused by a careful indoor try-on are not considered wear and tear.

Starting a Return or Exchange

Email service@ssoles.com within 30 calendar days after confirmed delivery before sending anything back. Include your name, order number, item and size, reason for the request, and whether you want a refund or size exchange. Include photographs for damaged, defective, incomplete, or incorrect products.

We will provide return instructions and the correct return address. Returns sent elsewhere may be delayed or may not be eligible for timely processing. Once instructions are issued, the item must be shipped within 7 calendar days unless SSOLES approves additional time in writing.

Size Exchanges

Eligible products may be exchanged for another available size. Before returning an item for a sizing concern, customers may contact SSOLES for fit assistance. We may recommend a different size, fitting method, replacement memory foam, exchange, or another available solution.

The customer pays the cost of returning the original item and shipping the replacement unless SSOLES sent the wrong product or size, or the item is confirmed defective. If the requested size is unavailable, SSOLES may offer another size, store credit, or a refund.

Shipping Costs

Customers pay return shipping for size-selection, change-of-mind, preference-related, or mistaken-order returns. SSOLES pays reasonable return shipping when an item arrives damaged, is confirmed defective, is incomplete, or was incorrectly supplied by us.

Use trackable shipping and retain the receipt. SSOLES is not responsible for customer returns lost, misdirected, or damaged in transit. If tracking confirms carrier acceptance but a return is delayed or lost, contact us with the tracking information so we can review the circumstances. Original shipping, expedited fees, duties, brokerage, and similar charges are nonrefundable unless the return resulted from our error or an approved defect claim.

Damaged, Defective, or Incorrect Items

Inspect your order promptly and contact us as soon as possible. Include photographs of the product, packaging, shipping label, and visible issue. Do not wear, wash, alter, repair, discard, or continue using the product while the claim is reviewed.

For an approved claim, SSOLES may provide a replacement, exchange, refund, or store credit and will cover reasonable return shipping when the issue was caused by our error or a confirmed defect.

Event and Pop-Up Purchases

Customers should try on SSOLES over clean, dry footwear before leaving an event. Event purchases are not eligible for cash refunds unless the item is defective, damaged on arrival, incomplete, or incorrectly supplied.

Eligible event purchases may be exchanged for another available size or returned for store credit if the return or exchange request is made within 14 calendar days after purchase, proof of purchase is provided, and all other return conditions are met. Event purchases must be returned or shipped within 7 calendar days after SSOLES provides return instructions.

Sale, Final-Sale, and Ineligible Items

Promotional or discounted items follow this policy unless clearly marked Final Sale before purchase. Final-sale items and gift cards are not returnable except where required by law or when the item is defective, damaged on arrival, or incorrectly supplied.

Returns will not be accepted for items showing outdoor or athletic use, dirt, damage, excessive stretching, wear, washing, alteration, modification, misuse, neglect, missing packaging or accessories, or purchase from an unauthorized seller.

Inspection and Refunds

All returns are inspected. If a product does not qualify, we will explain why before taking further action. Ineligible products may be returned to the customer at the customer's expense.

Approved refunds are issued to the original payment method, normally within 5 to 7 business days after inspection and approval. Financial institutions may require additional processing time.

Bundles and Other Sellers

If part of a bundle or multi-item promotion is returned, the discount may be recalculated based on the items kept. Required promotional gifts must also be returned unused. Products bought from another retailer or marketplace must normally be returned to that seller. The retailer's or marketplace's applicable return rules may govern that sale.

Consumer Rights and Contact

This policy does not limit consumer rights that cannot legally be excluded. For all questions, returns, or exchanges, email service@ssoles.com.