Refund policy

Easy Returns & Human Support

We know shoes aren’t just shoes, they’re personal. That’s why we built a return system that’s as fair and human as possible. Whether it’s the wrong fit, a gift that didn’t work out, or life just got in the way, we’ve got you.

Return Window

  • You’ve got 30 days from delivery to return or exchange your item

  • Items must be unworn, with tags and packaging intact

Life happened and you missed the window?

Tell us - We’ll still try to help  usually with store credit or another fix.

What You Can Expect

  • Clear options: refund, exchange, or store credit

  • Prepaid return labels for most situations

  • No back-and-forth. No “please wait 7–10 days.” We resolve things fast and fairly.

  • Real support from humans, not scripts or bots

We treat every return with the same care we give to the pairs we send out.

How to Return Your Item

  1. Start the Return

    Use our Return Portal,  it’s quick and easy

  2. Pack with Care

    Ideally in the original box. No tape on the shoe box, please

  3. Ship it Back

    Use our label, or send via any trackable method

  4. Get Refunded

    Once inspected, refunds land in 4–7 business days

Change of Mind? No Stress

  • Return it for any other reason, we just ask you cover a small $8.99 handling fee for refunds

  • Choosing store credit? No fee at all

Make Sure It Fits First Time

Our AI Sizing Tool has already helped thousands of SoleHaven shoppers find their perfect fit.

It’s 97.3% accurate, using data from past purchases and sizing quirks across hundreds of thousands of pairs sold, so you don’t have to second-guess your size.

The result? Fewer returns, less hassle, and shoes that feel like they were made for you the moment they arrive.

Use it - it saves you time, returns, and frustration.

Faulty, Damaged, or Wrong Item?

We’ll make it right, fast.

If your order isn’t what you expected  whether it’s damaged, faulty, or simply the wrong item  just let us know at care@solehaven.com.au, Ideally within 5 business days so we can fix it quickly.

We’ll arrange a replacement, repair, or refund straight away. Because when something goes wrong, you shouldn’t have to fight to be heard.