Refund policy

Sole Lab Returns & Refunds

A clear returns and refund policy is an important part of a trusted shopping experience. Here’s how returns, replacements and refunds work at Sole Lab.

Our Returns Policy

Every order at Sole Lab is carefully checked before dispatch to ensure that the correct product and size are shipped to you. If you receive a product that is damaged, defective, incorrect, or has an issue covered under our return/refund policy, please reach out to us within the applicable return window.

Our team will review the issue and guide you through the appropriate next steps. Please contact us before sending any product back, so we can register your request and provide the correct return instructions.

Product Authenticity

Authenticity is at the heart of Sole Lab.

We take appropriate measures to ensure that the products supplied through our platform are genuine and sourced through our business supply channels. Every product goes through our internal verification and quality-check process before it is dispatched to the customer.

If you believe that the product you received has an authenticity-related concern, please contact our team with your order details and clear photographs/videos of the product. Our team will review the concern and guide you through the appropriate resolution.

How to raise a return or refund request

If you have an issue with your order, please contact us at:

Email: mysolelab@gmail.com

You can also reach out to us through DM on our official Instagram page with your order number and details of the issue.

When contacting us, please include:

Order number
Reason for the return/refund request
Clear photographs of the product
Unboxing video/photos, where applicable
Any other relevant information requested by our team

Please do not ship anything back before receiving confirmation from our team. This allows us to register your request and provide you with the correct return instructions.

Returns & Refund Conditions

For an eligible return, the product must be in the condition in which it was received and should include its original packaging, tags, accessories and other accompanying items, wherever applicable.

Products that have been worn, used, altered, washed, damaged after delivery, or returned without the required packaging may not be eligible for a return or refund.

Certain products, including limited-edition or specially ordered items, may be subject to specific return conditions. Please refer to the applicable product and refund policy before placing your order.

Once a return request is approved, our team will guide you through the return process.

Returns & Refunds FAQ

What is Sole Lab's return policy?

If you receive a damaged, defective or incorrect product, or if your order qualifies for a return under our policy, please contact us within the applicable return window with your order details and supporting photographs/videos.

Our team will review the request and guide you through the available resolution.

How do I request a refund from Sole Lab?

Email us at mysolelab@gmail.com with your order number and reason for the refund request.

You can also contact us through DM on our official Instagram page.

Once your request is reviewed and approved, our team will guide you through the next steps. Any eligible refund will be processed according to our refund policy.

What if I receive a damaged or incorrect product?

Please contact us as soon as possible after receiving your order and provide your order number along with clear photographs/videos of the product and packaging.

Our team will review the issue and, where applicable, arrange the appropriate resolution, which may include a replacement or refund in accordance with our policy.

Can I exchange an item for a different size?

Size exchanges are subject to product availability and the applicable return/exchange conditions.

Please contact us at mysolelab@gmail.com with your order number and the size you require. Our team will check availability and guide you through the exchange process.

How long do refunds take?

Once a refund has been approved and initiated by Sole Lab, the amount will be processed back to the original payment method, where applicable.

The time taken for the amount to reflect in your account may vary depending on the payment provider and your bank.

What if I believe I received a counterfeit product?

We take authenticity concerns seriously.

If you believe that a product you received is not authentic, please contact us at mysolelab@gmail.com with your order details and clear photographs/videos of the product.

Our team will review the concern and take the necessary steps to investigate and resolve the matter in accordance with our authenticity and refund policies.