QUEEN ST STORE REOPENING WED 28 OCT

BOOK SHOE FITTING

Returns

We always want to put a smile on our customers’ faces. So, if you have a change of mind with a Sole Motive purchase and, providing the product is unworn, tags are still attached and it is not altered in any way, we can provide you with a full refund within 30 days of the original purchase date. 

Simply return the item with the original invoice to 170 Queen Street, Melbourne, VIC, 3000, Australia. All refunds will be processed using the original method of payment. 

If you believe your item is faulty, not fit for use, significantly different to the description, does not do what we said it would or what you asked for, please return it to our store as you may be entitled to a repair, replacement or refund.

Our Returns Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return:

  • Items must be unused and in the same condition that you received them and may not have been worn, washed, altered, damaged, stained or marked. 
  • Original swing tags must remain attached.
  • It must also be in the original packaging.
  • Item(s) must have been purchased in full.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods..

Additional non-returnable items:

  • Gift cards
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Your purchase must be returned to 170 Queen Street, Melbourne, VIC, 3000, Australia. Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed immediately, and a credit will automatically be applied to your credit card or original method of payment. Please allow 5-10 days for your refund to show in your account.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@solemotive.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at sales@solemotive.com and send your item to: 170 Queen Street, Melbourne, VIC, 3000, Australia.

Shipping

To return your product, you should mail your product to: 170 Queen Street, Melbourne, VIC, 3000, Australia.

You will be responsible for paying for your own shipping costs for returning your item for change of mind, or exchange of size / colour. On the rare occasion where you receive the wrong product, or your product is faulty, Sole Motive will reimburse all shipping costs.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Free Home Try-On

Not quite sure what size, colour or style would suit you best? We've introduced our Free Home Try-On service for the Melbourne Lockdown period.

Simply purchase the items you'd like to try, and we’ll drop them off and then pick up the products you’d like to return. 

Conditions: 

  • For Melbourne Metro only. Qualifying suburbs include:
    • CENTRAL– Melbourne CBD, East Melbourne
    • SOUTH– South Melbourne, Port Melbourne, Middle Park, Albert Park, St Kilda, Elwood, Elsternwick, Caulfield, Bentleigh, Carnegie, Murrumbeena, Oakleigh, Brighton, Hampton, Sandringham, Beaumaris, Mentone, Cheltenham, Moorabbin,
    • SOUTH EAST– South Yarra, Prahran, Windsor, Toorak, Kooyong, Malvern, Glen Iris, Ashburton, Chadstone
    • EAST– Richmond, Cremorne, Burnley, Hawthorn, Hawthorn East, Camberwell, Kew, Balwyn, Surrey Hills, Canterbury, Burwood, Box Hill, 
    • NORTH – North Melbourne, Carlton, Fitzroy, Collingwood, Abbotsford, Clifton Hill
  • Only one (1) free Home Try On can be applied per customer.
  • Home try-ons are only available when you’re trying multiple items from the same category (e.g. two pairs of shoes, three pairs of tights, etc.)
  • You can try on up to three (3) of any type of product within the same category.
  • You must purchase all items first.
  • Delivery & pick ups are available Monday-Friday only.
  • Returned products need to be in the same condition that you received them and may not have been worn, washed, altered, damaged, stained or marked. Original swing tags must remain attached.
  • Please allow up 5 business days for your refund to show in your account.
  • You must decide which product(s) you’d like to return within 48hours of delivery. After that time, if you haven’t filled out thereturns form, you will need to send back any products you do not wish to keep within 30 days at your expense.

Click here for returns form.

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