Política de reembolso

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@solemate.ae. Please note that returns will need to be sent to the following address: 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@solemate.ae.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@solemate.ae.

Our Promise to You

At Sole Mate, your satisfaction is the priority. You get a 14-day return or exchange window and a one-year warranty against manufacturing defects. For Bases, add an optional lifetime warranty for a one-time AED 99 (exchange if the base is damaged under program terms).

Return Window

• 14 days from delivery.

• Applies to UAE and eligible international orders.

Eligible Condition

• Unused, unworn, unaltered.

• Original packaging, inserts, and tags/security labels intact.

• Try-on on a clean indoor surface only; no outsole wear, creasing, scuffs, stains, or odors.

• Sets/bundles returned complete.

Non-Returnable

• Final-sale/clearance when marked at purchase.

• Gift cards/store credit.

• Items outside the 14-day window or not meeting condition standards.

Exchanges (Size/Color)

• One exchange per line item within 14 days, subject to stock.

• If exchanging to a higher price, pay the difference.

Defective, Damaged, or Wrong Item

• Report within 48 hours of delivery with photos and airway bill number.

• We arrange pickup and send a replacement; if unavailable, we refund.

Fees

• UAE—Exchange: pickup free.

• UAE—Refund: AED 20 deducted from the refund.

• International: customer pays return shipping and any duties/taxes. Refused deliveries or uncollected customs are treated as returns with applicable deductions.

Refunds

• Method: original payment method only.

• Timing: issued after our quality check; banks typically post within 5–10 business days.

• Shipping fees, gift wrap, and duties/taxes are non-refundable unless the return is due to our error or a confirmed defect.

Complimentary Bag and Gifts

• One complimentary Sole Mate Bag per order.

• Return the bag with a full-order return.

• If you keep the bag while returning the rest, we deduct its standalone price.

How to Start a Return or Exchange

1. Email info@solemate.ae with order number, item(s), and reason (exchange or refund).

2. We confirm eligibility and schedule a pickup (UAE) or provide return instructions (international).

3. On receipt, we inspect the item(s).

4. We process the exchange or refund and email confirmation.

Warranty vs Returns

• Returns: change-of-mind and sizing within 14 days.

• Warranty: manufacturing defects after 14 days handled under the product warranty (Tops: 1-year; Bases: 1-year with optional lifetime add-on for AED 99).

Abuse and Security

• We may refuse returns or close accounts for excessive abuse, worn returns, or fraud indicators.

Legal

• This policy operates alongside applicable UAE consumer rules. Where law provides stronger rights, the law prevails.