RETURNS

 

Our Christmas returns policy is in effect as of November 11th 2016 until January 6th 2017.

Our normal 14 day refund period for online orders will still be valid in this time scale, however anything that has exceeded the 14 day window will only be valid for an exchange or a gift credit and must arrive back with us on or before the 6th of January 2017.

 

ONLINE

Domestic & EU Returns

All returns must be requested via email within 14 days of delivery for a refund, once a return has been accepted you have 14 days from that point to return the product to us. 

Please include a copy of our downloadable returns form with your return back to us. You can download it here: Returns Form

Any returns requested past the 14 days will only be eligible for an exchange or store credit. You have 28 days to exchange or get a credit on your return, anything after 28 days will not be accepted. 

Please submit your return request and reason by email to returns@soleheaven.com. Include your order number in the subject.

When shipping products back to us please do not apply any tape or labels to the shoe box itself, as this is considered part of the product and may affect your refund/return.

Your refund will be credited back to the original purchaser's payment method within 7 working days from processing your returned items. Please note that shipping is non refundable. 

If the date on your payment method or credit card has expired or for any reason the original card has been cancelled, please contact returns@soleheaven.com and we will assist from there. Please note we cannot process refunds to PayPal accounts that have been closed or suspended, in this instance a credit note or exchange will be offered. 

All returns are the responsibility of the customer unless otherwise stated. 

Incorrect / faulty goods received

We aim to inspect all products before they are sent out to maintain high standards on the products that we sell. If you have received an incorrect item, or the item you have received is faulty please contact our customer service team at: question@soleheaven.com or returns@soleheaven.com and we will assist further in correcting this mistake.

If you have received a faulty item we will require images of the perceived fault, and you will be advised from there.

Exchanges

All exchanges must be requested via email within 28 days of delivery.

Please submit your exchange request and reason by email to returns@soleheaven.com. Include your order number in the subject. 

Please also include a copy of our returns form which can be found above.

We will happily exchange any product(s) that are faulty, the wrong size, or if you are generally dissatisfied with the product. The Item must be returned with original packaging with no damage, swing tickets and any enclosed documentation, the item must be in resalable condition.

Exchanges will not be available if the product has been worn, or has signs that the product has been tampered with. All decisions are at management discretion.

In-store Online Returns / Exchanges

All returns & exchanges from online wishing to be completed in-store must be requested via email, prior to presenting the items in-store. To ensure the item you are looking to exchange for is made available. Please contact returns@soleheaven and please state that you wish to bring the items in question to the store. We will then advise on a personal basis how to proceed with the individual return.

Items which can not be returned / refunded / exchanged

Cleaning products, magazines, laces & socks cannot be returned for any reason.

Special promotional items, from events / launches / competitions can not be exchanged or refunded without prior management consent.

Refusal of delivery

Accepting delivery is the responsibility of the buyer, any deliveries that have been refused / not collected will have the shipment back to us charged against their refund or credit note. 

Cleaning / Paint Products

Soleheaven are not responsible in anyway for the results of using said products. If you encounter any issues or problems when using any Jason Markk or Sneakers ER products you will need to contact the manufacturer directly.

 

INTERNATIONAL RETURNS (NON EU)

All returns from outside the EU are the responsibility of the customer, and all paper work must be clearly marked as 'Returned Goods', we will not be responsible for any customs fees as a result and will not accept the parcel.

Please include a copy of our returns form which can be found here: Returns Form

We also recommend that you use a tracked and insured service to avoid any potential losses or damages during transit. We are not able to compensate you for any parcels lost by couriers.

If a discount code was applied to your order, or your item was bought during a sale period, we will not accept any returns except in extenuating circumstances.

If you wish to exchange an item, you will need to e-mail us at returns@soleheaven.com with your order number in the subject. Please note that we are unable to absorb the cost of postage for an exchange and we will need to charge you the postage rate for your country before we can ship your new pair out to you. 

All return packaging conditions outlined in 'Domestic Returns' also apply to international returns. 

Please also note, that if an order is not collected due to non payment of customs duties within 28 days FedEx will ship the items back to us, and this cost will be deducted from your refund, as well as a warehousing charge levied by FedEx.

All returns from overseas will be subject to a gift credit only, no monetary refunds will be given unless otherwise stated. 

If you have any further questions about your order please contact us at question@soleheaven.com

INSTORE

Refunds

All refunds must be issued with 14 days of the original purchase date. Beyond 14 days returns items are only eligible for either an exchange or credit note. Refunds can not be issued on sale or discounted items. These items can only be exchanged or have a credit note.

Exchanges

Exchanges can only take place within 28 days of the original purchase date. If there is no item which the customer would like to exchange for a credit note can be issued. 

Faulty

Suspected faulty items must be approved my a manager before return. All faulty items must be inspected before a refund can be issued, this can sometimes take 3 to 5 days.

Faulty items will be inspected by managers & directors before a decision on wether to refund or exchange is made. The customer will be then be informed of the decision via email.

Customer details must be taken at the time of return for inspection; Name, Address, Email Address & Contact Number.

All item deemed as faulty and either be exchanged or refunded to the original payment method. 

You have 90 days from the point of purchase to inform us of any perceived faults.

Discount Codes

All discount codes are subject to change without notice. Codes can be cancelled or removed without prior warning. Items can also be excluded from use. Abuse of codes or promotions can result in order cancellation.