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Frequently asked questions
Return & Exchange Policy
At solematerial.shop, we strive to provide our customers with high-quality products and an excellent shopping experience. Due to the exclusive nature of our inventory and the unique sourcing of our products, we have established a strict No Refund policy.
No Refunds Policy
We do not offer refunds under any circumstances. This policy is in place because our stock is extremely limited, and in many cases, items are sourced specifically for each customer. Issuing refunds would mean that we may be unable to offer the returned item to another customer, which disrupts our ability to provide exceptional service.
Exchanges for Damaged or Incorrect Items
We only accept exchanges in the following cases:
β’ Damaged Goods: If your item arrives damaged, please notify us within 48 hours of receiving your package. We will happily exchange the damaged item for the same product, provided that it is available.
β’ Wrong Size Sent: If you ordered a specific size and we mistakenly sent the wrong size, we will exchange the item for the correct size. Please reach out to us within 7 days of receiving the item, and we will arrange for an exchange.
No Exchanges for Correctly Delivered Sizes
If you ordered a size and we delivered the correct size as per your order, but the item does not fit, we unfortunately cannot accept returns or exchanges. This is due to the limited stock we carry. In many cases, items are reserved for specific customers, and accepting returns would impact the availability of products for others.
Non-Exchangeable Products
For hygiene reasons, certain items such as earrings, hats, and other personal accessories cannot be exchanged or returned unless defective.
We encourage our customers to carefully review size guides and product details before placing an order. If you have any questions or uncertainties about sizing or fit, feel free to reach out to our customer support team for assistance.
By placing an order, you acknowledge and agree to our return and exchange policy. We appreciate your understanding and support as we aim to provide you with exclusive products that meet the highest standards.
For any inquiries or concerns, please contact our support team at [thesolematerial@gmail.com].
Return & Exchange Policy
At solematerial.shop, we strive to provide our customers with high-quality products and an excellent shopping experience. Due to the exclusive nature of our inventory and the unique sourcing of our products, we have established a strict No Refund policy.
No Refunds Policy
We do not offer refunds under any circumstances. This policy is in place because our stock is extremely limited, and in many cases, items are sourced specifically for each customer. Issuing refunds would mean that we may be unable to offer the returned item to another customer, which disrupts our ability to provide exceptional service.
Exchanges for Damaged or Incorrect Items
We only accept exchanges in the following cases:
β’ Damaged Goods: If your item arrives damaged, please notify us within 48 hours of receiving your package. We will happily exchange the damaged item for the same product, provided that it is available.
β’ Wrong Size Sent: If you ordered a specific size and we mistakenly sent the wrong size, we will exchange the item for the correct size. Please reach out to us within 7 days of receiving the item, and we will arrange for an exchange.
No Exchanges for Correctly Delivered Sizes
If you ordered a size and we delivered the correct size as per your order, but the item does not fit, we unfortunately cannot accept returns or exchanges. This is due to the limited stock we carry. In many cases, items are reserved for specific customers, and accepting returns would impact the availability of products for others.
Non-Exchangeable Products
For hygiene reasons, certain items such as earrings, hats, and other personal accessories cannot be exchanged or returned unless defective.
We encourage our customers to carefully review size guides and product details before placing an order. If you have any questions or uncertainties about sizing or fit, feel free to reach out to our customer support team for assistance.
By placing an order, you acknowledge and agree to our return and exchange policy. We appreciate your understanding and support as we aim to provide you with exclusive products that meet the highest standards.
For any inquiries or concerns, please contact our support team at [thesolematerial@gmail.com].
Once your order is processed, packaged, and sent out, youβll receive tracking details via email or SMS.
For PAXI orders:
1. Visit the PAXI website or use the PAXI app.
2. Enter your tracking number in the tracking section.
3. Youβll see the status and location of your parcel.
For Courier Guy orders:
1. Go to The Courier Guy website.
2. Enter your tracking number in the βTrack My Parcelβ section.
3. Check the real-time progress of your delivery
Once your order is processed, packaged, and sent out, youβll receive tracking details via email or SMS.
For PAXI orders:
1. Visit the PAXI website or use the PAXI app.
2. Enter your tracking number in the tracking section.
3. Youβll see the status and location of your parcel.
For Courier Guy orders:
1. Go to The Courier Guy website.
2. Enter your tracking number in the βTrack My Parcelβ section.
3. Check the real-time progress of your delivery
β’ Express Delivery (Courier Guy): 3-5 business days
β’ Standard Delivery (PAXI): 5-7 business days for regular orders
β’ Pre-orders: Up to 14 business days
Our primary shipping partner is Courier Guy for express deliveries. For standard delivery, we use PAXI to ensure your order reaches you efficiently.
You will receive a shipping confirmation email once your order has been dispatched, with all the details to track your package and know when to expect it.
β’ Express Delivery (Courier Guy): 3-5 business days
β’ Standard Delivery (PAXI): 5-7 business days for regular orders
β’ Pre-orders: Up to 14 business days
Our primary shipping partner is Courier Guy for express deliveries. For standard delivery, we use PAXI to ensure your order reaches you efficiently.
You will receive a shipping confirmation email once your order has been dispatched, with all the details to track your package and know when to expect it.
