Returns & Exchanges

RETURNS

NO CASH REFUNDS

Please retain the slip for proof of purchase and when making payments.

We will not entertain any claim without a cash slip. 

RETURNS POLICY

  • Regular-priced items purchased online and delivered within South Africa can be returned at your cost by submitting a Return Request via the online store, within 7 days from the date of purchase.
  • Please ensure that the item(s) is in brand new original condition, original packaging and with the original tags and tickets attached. Returns that do not meet our policy will not be accepted and will be returned to you at your cost.
  • All returns via the online store will be refunded in the same manner in which payment was made by you.
  • Kindly note that all sale item(s) are non-returnable and non-refundable in the retail stores or via the online store.

EXCHANGES

EXCHANGES POLICY

  • You may only exchange item(s) via the Online Store if the item(s) received by you has defects or is an incorrect delivery, by submitting a Return Request online within 7 days from the date of purchase. We will deliver the replacement item(s) to you, however this is subjected to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, providing store/online credit or any other methods at the discretion of SOLOSHOES.CO.ZA.
  • You may not exchange regular-priced item(s) purchased online and delivered within South Africa at any SOLO SHOES retail store.
  • Kindly note that all sale item(s) are non-exchangeable and non-refundable in the retail stores or via the online store.
  • Please ensure that the item(s) is in brand new original condition, original packaging and with the original tags and tickets attached.
  • Exchanges that do not meet our policy will not be accepted and will be returned to you at your cost.

RETURN FORM

Your Email (required)

Your Name (required)

Your Number (required)

Invoice Number (required)

Invoice Date (required)

Order Number (required)

Return Or Exchange (required)
 Return Exchange

Style (required)

Description

Size (required)

Color (required)

Reason Code (required)
 Not as pictured Didn't fit Not satisfied with quality Didn't want/changed mind Wrong item sent Damaged/Defective item Do not like Not as described Other

Reason Other (required)

Your Message

RETURNS

NO CASH REFUNDS

Please retain the slip for proof of purchase and when making payments.

We will not entertain any claim without a cash slip. 

RETURNS POLICY

  • Regular-priced items purchased online and delivered within South Africa can be returned at your cost by submitting a Return Request via the online store, within 7 days from the date of purchase.
  • Please ensure that the item(s) is in brand new original condition, original packaging and with the original tags and tickets attached. Returns that do not meet our policy will not be accepted and will be returned to you at your cost.
  • All returns via the online store will be refunded in the same manner in which payment was made by you.
  • Kindly note that all sale item(s) are non-returnable and non-refundable in the retail stores or via the online store.

STEP BY STEP GUIDE FOR RETURNS VIA ONLINE STORE

Step 1
  • Sign in to your account, click on My Orders under My Account and view your order history. Click on the View Order button that corresponds to your order number.
Step 2
  • Click on the Return button and on the next page, input your email address, and select the item(s), quantity and reason for your return. Kindly add additional comments in the text box for further comments. Click on Submit to raise a Return Request.
  • Once we have received your Return Request, you will receive a Return Request Received email.
  • Our customer service representative will contact you within 2 business days of your return request and request for additional information or photographs to assess your Return Request.
Step 3
  • Once we have reviewed your return request, you will receive a Return Request Review email to inform you on the eligibility of return for the item(s).
  • Item(s) eligible for return will be indicated with Authorised under its Return Status and item(s) not eligible for return will be indicated with Denied under its return status. You may refer to the return status for each of the item(s) in the Return Summary.
  • Please note that we do not accept ineligible item(s) to be returned. Should ineligible item(s) be returned, we reserve the right to reject your return and the delivery charges to send the item(s) back to you will be borne by you.
  • Please fill in the fields in the Return Request Review email with your preferred date and time for the pickup and reply to the email.
  • Thereafter, we will then confirm and schedule the pickup date and time with you.
  • PLEASE DO NOT RETURN ANY ITEM(S) BEFORE RECEIVING THE RETURN REVIEW EMAIL.
Step 4
  • Pack the item(s) in its original packaging and hand it to the designated courier company at the agreed date and time for the pickup.
  • Once we have received your item(s), we will make a final inspection to ensure that it is in its original condition, followed by issuing the either an online/store credit to your account or a refund in the same manner in which payment was made by you.
  • Please note that only the value of the Authorised item(s) will be refunded.
  • All delivery charges are non-refundable.
  • It can take around 2 to 5 business days for the store/online credit to be issued.
  • The online credit can only be used at SOLOSHOES.CO.ZA and NOT in any of the SOLO SHOES retail stores.
  • The online credit may be used to offset the value of new purchases made online at SOLOSHOES.CO.ZA
  • To check on your return status, sign in to your account and click on Dashboard under My Account, then select My Returns.
  • Your return status is reflected next to your Return Request number.

RETURN STATUS

Pending                 Your Return request has been received

Authorised           Your Return request has been authorised

Partially Authorised    Your Return request has been partially authorised

Return Received       We have received the returned item(s)

Processed and Closed   Your Return request has been resolved

Closed    Your Return request has been denied

EXCHANGES

EXCHANGES POLICY

  • You may only exchange item(s) via the Online Store if the item(s) received by you has defects or is an incorrect delivery, by submitting a Return Request online within 7 days from the date of purchase. We will deliver the replacement item(s) to you, however this is subjected to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, providing store/online credit or any other methods at the discretion of SOLOSHOES.CO.ZA.
  • You may not exchange regular-priced item(s) purchased online and delivered within South Africa at any SOLO SHOES retail store.
  • Kindly note that all sale item(s) are non-exchangeable and non-refundable in the retail stores or via the online store.
  • Please ensure that the item(s) is in brand new original condition, original packaging and with the original tags and tickets attached.
  • Exchanges that do not meet our policy will not be accepted and will be returned to you at your cost.

STEP BY STEP GUIDE FOR EXCHANGE VIA ONLINE STORE (DEFECTS OR INCORRECT DELIVERY)

Step 1
  • Sign in to your account, click on My Orders under My Account and view your order history. Click on the View Order button that corresponds to your order number.
Step 2
  • Click on the Return button and on the next page, input your email address, and select the item(s), quantity and reason for your return. Kindly add additional comments in the text box for further comments. Click on Submit to raise a Return Request.
  • Once we have received your Return Request, you will receive a Return Received
  • Our customer service representative will contact you within 2 business days of your return request and request for additional information or photographs to assess your Return Request.
Step 3
  • Once we have reviewed your return request, you will receive a Return Request Review email to inform you on the eligibility of return for the item(s).
  • Item(s) eligible for return will be indicated with Authorised under its Return Status and item(s) not eligible for return will be indicated with Denied under its return status. You may refer to the return status for each of the item(s) in the Return Summary.
  • Please note that we do not accept ineligible item(s) to be returned. Should ineligible item(s) be returned, we reserve the right to reject your return and the delivery charges to send the item(s) back to you will be borne by you.
  • Please fill in the fields in the Return Request Review email with your preferred date and time for the pickup and reply to the email.
  • Thereafter, we will then confirm and schedule the pickup date and time with you.
  • PLEASE DO NOT RETURN ANY ITEM(S) BEFORE RECEIVING THE RETURN REVIEW EMAIL.
Step 4
  • Pack the item(s) in its original packaging and hand it to the designated courier company at the agreed date and time for the pickup.
  • Once we have received your item(s), we will make a final inspection to ensure that it is in its original condition, we will deliver the replacement item(s) to you and bear the cost of delivery for the replacement item(s) to you.
  • To check on your return status, sign in to your account and click on Dashboard under My Account, then select My Returns. Your return status is reflected next to your Return Request number.
  • Please note that this is subjected to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, providing store/online credit or any other methods at the discretion of SOLOSHOES.CO.ZA.

STEP BY STEP GUIDE FOR EXCHANGE VIA RETAIL STORE

Step 1
  • Bring along your original invoice together with the item(s) in its original condition and packaging to the retail store within 7 days from the date of purchase. The retail associates will evaluate the condition of your returned item(s).
Step 2
  • For eligible exchanges, you are entitled to an exchange of any item(s) in the retail store immediately. No other forms of refund (such as cash vouchers or store credit) will be given. If the value of the exchange item(s) is higher than the original item(s), you will be required to top up the difference in cash. There will be no refund if the value of the exchange item(s) is lower than the original item(s).