Refund policy

Last Updated: September 25, 2026

Store Name: Solz

Website: solz.shop

Thank you for shopping at Solz. We take great pride in the quality, craftsmanship, and comfort of our footwear. Whether you purchased men’s, women’s, or kids' shoes, we want to ensure you have an exceptional shopping experience.

If your footwear does not fit properly or you are not completely satisfied with your purchase, please review our comprehensive return and refund guidelines below.

Policy Overview (At a Glance)

Policy Feature Details & Terms
Return Window 30 Days from the verified carrier delivery date
Item Condition Brand new, unworn, original shoe box & packaging with all tags attached
Restocking Fee $0.00 (We never charge any restocking fee)
Defective / Damaged Items 100% Free (We provide a prepaid return shipping label)
Customer Remorse / Size Choice Customer covers return shipping
Return Method By Mail
Refund Processing Time 10 business days back to the original payment method

1. 30-Day Return Window

You have 30 calendar days from the date your tracking number confirms delivery to initiate a return. If 30 days have elapsed since your shoes were delivered, we cannot offer an exchange or refund.

2. Return Eligibility & Condition Guidelines

Because we specialize in footwear for men, women, and kids, proper hygiene and unworn standards are strictly maintained. To qualify for a full refund:

  • Indoor Try-On Only: Shoes must be tried on indoors on carpeted or clean surfaces to prevent scuffs, dirt, or sole marks.

  • Unworn & Flawless: Shoes must show no signs of outdoor wear, dirt, creases, stains, or odors.

  • Original Packaging: Footwear must be packed in its original manufacturer shoe box, accompanied by all interior tissue, shoe bags, and attached tags.

  • Double Boxed Shipping: Please do not apply tape or shipping labels directly to the shoe box itself; place the shoe box inside a protective shipping carton or poly mailer.

3. Defective, Damaged, or Incorrect Items

We inspect orders carefully before dispatch. However, if your package arrives with manufacturing defects, shipping damage, or the wrong shoe style/size:

  1. Contact us within 48 hours of delivery at support@solz.shop.

  2. Include your Order ID and clear photographs of the damage, defect, or incorrect label.

  3. Once reviewed, we will provide a prepaid return shipping label at zero cost to you and dispatch a replacement or issue a full refund immediately.

4. Return Shipping Fees & Restocking Policy

  • Restocking Fees: We believe in honest pricing. Solz charges $0.00 restocking fees across our entire catalog.

  • Defective or Store Error: $0.00 return fee (Prepaid label provided by Solz).

  • Customer Remorse (Fit Preference, Color Choice, or Changed Mind): The customer is responsible for the actual return postage via their preferred carrier (USPS, UPS, or FedEx). We recommend using a trackable shipping service.

5. How to Initiate a Return (Step-by-Step)

  • Step 1 — Submit Request: Email our customer care team at support@solz.shop or call +1 (781) 624-5821 with your Order Number and reason for return.

  • Step 2 — Get Authorization (RMA): Our support desk will reply within 24 hours with return instructions and an authorized Return Merchandise Authorization (RMA) number.

  • Step 3 — Secure Packaging: Safely pack your clean, unworn footwear in its original shoe box and place it in an outer shipping parcel.

  • Step 4 — Ship the Item: Send your package to our authorized warehouse address listed below:

Solz Returns Department

Address: 138 Pond St

City / State / Zip: South Weymouth, Massachusetts 02190

Country: United States

6. Refunds & Payment Processing

Once your return is delivered to our facility, please allow 2 to 3 business days for our team to inspect the condition of the shoes.

  • Approval Notification: Once inspected and approved, you will receive an automatic email confirmation.

  • Credit Issuance: Your refund will be processed back to your original payment method (Credit Card, Debit Card, PayPal, or Shopify Payments) within 5 to 7 business days.

  • Late or Missing Refunds: If 7 business days have passed and you have not received your credit, please check with your financial institution or credit card company first, as posting times can vary by bank. If you still require assistance, reach out to us at support@solz.shop.

7. Exchanges

The fastest way to exchange your shoes for a different size, width, or color is to return your original unworn pair for a full refund and place a fresh order directly at solz.shop.

8. Need Assistance? Contact Us

Our dedicated US support team is available to assist you Monday through Friday:

  • Brand / Trade Name: Solz

  • Physical Address: 138 Pond St, South Weymouth, MA 02190, United States

  • Customer Support Email: support@solz.shop

  • Customer Support Phone: +1 (781) 624-5821

  • Customer Service Hours: Monday – Friday: 9:00 AM – 5:00 PM (EST)

  • Response Time: Within 24 business hours